Guest Services Supervisor - Spectrum Resort

NDM is a family-owned hospitality business that started in F&B and is now expanding into vacation rentals. We are creating a new sector in hospitality by creating identifiable brands with consistent accommodations, services, and amenities within the vacation rental space. Imagine combining the comforts of a vacation home with the experience and consistency of a world class resort. 

Our Benefits: Health, Dental, Vision, Free Life Insurance, 401k Plan Available, Discounted Hotel rooms, Discount in F&B outlets, Development opportunities, Employee appreciation events, and much more!

The Guest Services Supervisor is involved in all aspects of managing the Guest services team and the day-to-day operations of rental inventory. The Guest Services Supervisor will oversee all guest relations, assist with guest check in/out procedures, guest requests and overall guest coordination. This role requires extensive partnering with various departments and levels to ensure an unforgettable experience for all visitors.

Responsibilities:

• Must have the ability to supervise the guest services team throughout a shift.
• Must be able to prepare and provide reports to property specific management.
• Must have the ability to work cohesively with other departments and communicate new processes and updates to keep everyone informed.
• Checks in guests in an efficient and friendly manner, using guest name whenever possible. Assures that guests are assigned to proper accommodation and reservation details are accurate.
• Collects payments in compliance with credit card processing and accounting policies and procedures. · Review reservation notes and requests to ensure that we are accommodating to the best of our ability.
• Checks out guests and settle folios accurately.
• Responds to all guests' requests with the highest level of hospitality and professionalism in an accurate and timely manner. Interactions with guests will be in-person, phone, and email.
• The Guest Services Supervisor also assists guests and enhances their stay through providing information regarding resort services & activities in surrounding areas as needed.
• Utilizes a variety of computer software systems within the daily operation.
• Communicates with internal departments via radio, email, and Teams.
• Provides personalized in-person tours at the accommodation upon arrival.
• Completes pre-arrival inspections in compliance with company and brand standards.
• Will be empowered to and must have ability to confidently utilize service recovery methods.
• Must have the ability to multi-task and effectively time manage.
• · Must have the ability to effectively communicate guest concerns regarding maintenance and housekeeping to the proper departments and follow up to ensure the issue was taken care of in a timely manner and that the guest expectations were fully met.
• Report and document health and safety concerns via approved management forms.
• Complete a thorough inspection checklist for VIP & Owner arrivals.
• Other duties and projects as assigned by Management.

Requirements:

• High School diploma or equivalent is required.
• One to Two years of customer service experience is required. Excellent oral and written communication skills are required.
• Exhibits a friendly and professional demeanor in all interactions.
• The ability to work rotating shifts may be required based on operational needs.
• Flexible schedule and ability to work all shifts including evenings, weekends, and holidays.
• Strong attention to detail and problem-solving skills. Must be a strong team player.
• Must stay calm in difficult situations and be knowledgeable of emergency procedures.
• Strong communication skills and adaptability. Stand, sit, or walk for an extended period.
• Ability to lift up to 30 pounds.
• Must be comfortable working in various weather conditions.
• Valid US Driver's License. · Must be comfortable operating golf carts and motor vehicles.
• Proficiency in Excel, Word, Outlook, and experience using property management software is required.
• Must be able to fill any of the Guest Services positions.
• Must be able to clearly and effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees, homeowners, and guests
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag. Adhere to specific grooming standards.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.

Preferred Qualifications:

• Previous Front Desk Supervisor, Guest Services Supervisor, or management experience in a luxury environment.
• Bi-lingual is beneficial