Guest Services Duty Supervisor

Position Title:Duty Supervisor

Department:Guest Services

Schedule: As operations require, including weekends and statutory holidays

POSITION SUMMARY

Reporting to the Guest Services Manager, the Duty Supervisor will ensure an optimal guest experience through developing, implementing and maintaining quality standards for the Resort, including supervision and direction of the team. The Duty Supervisor promotes a positive image of the property to guests, and must be pleasant, friendly and able to address problems or special requests.

KEY RESPONSIBILITIES

The key responsibilities of the position include but are not limited to:

• Provide 5-star customer service to all guests.

• Acknowledge and greet guests with a warm and friendly greeting.

• Maintain a high level of customer service at all times, develop relationships with guests, provide maximum personalized guest experience for repeat and future guests.

• Set an example by your own performance and enthusiasm.

• Help to establish and consistently enforce rules and regulations.

• Support Resort policies and management decisions and interpret this information.

• Prepare a shift briefing to communicate important information for the next shift.

• Supervise and complete all wholesaler and OTA reservations.

• Review daily arrivals, identify potential problems with room activity and take appropriate action.

• Assist in Guest Services training with other Duty Supervisors.

• Collect resort revenue by entering services and changes, computing bills, and obtaining payments accurately.

• Answer phone call inquiries and attend to any concerns and/or requests and respond to guest emails in a professional, courteous manner, while reporting issues to the appropriate member of the management team.

• Make reservations and assist guests with the booking processes.

• Assist with the conduction of regular checks of outstanding accounts and correct any billing errors.

• Review and compile daily reports, logs, and lists of cashier and closing reports

• Ensure to maintain the professional presentation of the front and back offices at all times.

- Coordinate guest shuttles, town runs, shopping and stocking of provisions.- Work closely with all other departments to ensure guest satisfaction.

• Comply with all Resort safety guidelines and be familiar with emergency procedures.

• Stock the office.

• Strategize ways to make the office run smoothly and more effectively.

• Conduct a regular check of waitlist reservations and contact customers in the event of availability in order to ensure maximum occupancy.

• Spot check reservations to ensure that staff are doing their jobs correctly

• Assist with inventory management.

• Perform other job-related duties and special projects assigned.

QUALIFICATIONS AND TECHNICAL EXPERIENCE

• 
  Exemplary customer service, communication and organizational skills.

• Must have ability to work well unsupervised, at a fast pace while maintaining quality standards.

• Highly responsible and reliable.

• Impeccable grooming and presentation.

• Proficient in English, both verbally and in written work.

• Previous supervisory experience in a Hotel/Resort setting is required.

Physical Demands

Must be physically fit and able to lift moderately heavy items, along with movements such as bending, stooping, kneeling and climbing stairs when required. In addition will be required to perform repetitive tasks and stand on feet/or walk for long periods of time.