Member Concierge Supervisor

** Member Concierge Supervisor**

**Job Category****:** Customer Service **Requisition Number****:** MEMBE02874 Showing 1 location **Job Details**

**Description**

**Duties:**

* Assist the Director with hiring and training all Reynolds Concierge/Guest Services staff.

* Scheduling of staff for Guest Services, Concierge, & Transportation

* Assist Manager & Director with performance evaluations and coaching and counseling of staff as needed

* Submit required paperwork to Human Resources

* Continuous staff training and development to include daily line-ups and a minimum of one all staff meeting a month.

* Continuous improvement and development of staff policies, procedures and training programs.

* Provide continuous updating and improvement of daily, weekly and monthly procedures.

* Provide department with current information on golf course closings, tennis court closings, restaurant closings, tournaments, and member events, etc.

* To be well informed of and insure the staff is, up-to-date on all event details and reservation procedures.

* Review labor productivity and effectiveness of all software systems being used by the staff.

* Notifying staff of local events and activities and have the ability to provide accurate descriptions of local restaurants and courses.

* Supervise day-to-day operations of the Concierge & Guest Services Areas.

* Prepare and distribute all outlets with Lifestyle Guest itineraries and daily Member Activities.

* Daily and weekly review of tee sheets, restaurant reservations, and member event sheets for spelling, accuracy, and applicable rules.

* Interact with guests & Members alike, being a resource for any challenges and assists in problem resolution until complete Member & guest satisfaction

* Assist Manager & Director in overseeing cottage rental program including, inspections, reviews, vendor interaction and Member/homeowner communications

* Assist Manager & Director in any projects related to the departments and community

* Tracks and organizes all regular vendor visits, ensuring staff is following correct key procedures

* Attendance to all Member event committee, Food and Beverage committee, Internal Food and Beverage, Internal Events, Operations, and Golf Operations meetings as needed.

* Insure information from all outlets is being communicated to the staff in a timely and efficient manner.

* Maintain regular communication with all outlets and organize large amounts of information from each individual area.

* Maintain a positive working relationship with all Reynolds Lake Oconee departments and Ritz Carlton staff.

* Assist the Director with yearly budget and monthly P&Ls.

* Work closely with all departments to make sure reservations are made correctly.

* Administrative duties to include distribution of weekly occupancy and Lifestyle guest reports to all departments.

* Participate in shift coverage at the Reynolds Concierge & Guest Service Areas when needed.

* Assist in maximizing the rental occupancy of all homes and cottages in the program.

* Any other administrative/supervisory duties as required by management.

**Qualifications:**

* College degree or equivalent work experience in the hospitality field.

* Prior experience with reservations or call center operations preferred; supervisory experience preferred

* Golf knowledge and experience in the hospitality industry is beneficial.

* Proficient in Microsoft Word, Excel, and aptitude to learn all software programs used.

* Must possess skills of diplomacy and tact while dealing with Members and guests.

* Ability to handle multiple calls while maintaining a calm demeanor.

* Pleasant speaking voice and ability to project personality through telephone conversations.

* Strong organizational skills and must be detail oriented.

* Knowledge of financial forecasting.

**Benefits:**

* Medical, dental, vision and life insurance

* Paid time off: 1 week vacation after 6 months; sick, personal days, and 10 holidays after 90 days

* 401(k) with company match

* Flexible spending and health savings accounts

* LTD and STD

* Employee discounts: food, retail merchandise, boat rentals

* Golf privileges

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**