Guest Services Supervisor - Key Largo Resort

The Guest Services Supervisor is involved in all aspects of managing the Guest Services team and the day-to-day operations of Luxury Residential Resorts, LLC home rental inventory. This includes but is not limited supporting the new home rent ready process, maintenance, housekeeping, security, landscaping, IT, etc. for all rental homes. The Guest Services Manager will also oversee all guest relations, assist with guest check in/out procedures (Complete a thorough GSA Pre-Arrival Inspection Detailed Checklist), guest requests and overall guest coordination. Administration of utilities setup for new rental homes. Guest reservation coordination with community gate house and resort club front desk.

Education & Experience:

• High School diploma or equivalent is required
• One-year minimum supervisor/manager experience in hotel or vacation property management is required
• Two-year customer service experience is required
• Excellent oral and written communication skills are required
• Proficiency in Excel, Word, Outlook, and experience using property management software is required
• Ability to be a self-starter and innovate new processes is essential
• Ability to solve issues is essential

Physical requirements:

• Flexible and long hours sometimes required including working weekends, holidays, and hours exceeding 40+
• Ability to stand and work outdoors in both the heat and cold is required
• Must be able to lift up to 75 pounds
• Ability to walk long distance is required

General Requirements

• Maintain a warm and friendly demeanor at all times
• Ability to manage and lead a Guest Services team
• Must be able to prepare reports and conduct Guest Services meeting
• Must be able to prepare reports for director of operation
• 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 able to schedule gest services ambassadors and supervisor according based on company's needs.
• Must be able to recruit new personnel fulfilling the department needs
• Must be effective at listening to, understanding, and clarifying concerns raised by employees, homeowners and guests.
• Must be able to create initial and recurring training program for Guest Services position.
• Must be able to multitask and prioritize departmental functions to meet deadlines
• Maintain regular attendance in compliance with Luxury Residential Resorts Standards, as required by scheduling, which will vary according to the needs of the company
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag. Adhere to specific grooming standards, such as no visible tattoos.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary
• Must be able to maintain confidentiality of information
• Must be able to show initiative, including anticipating guest or operational needs

Requirements:

• Must have the ability to Supervise the Guest Services team throughout a shift
• Must be able to prepare and provide reports to director of operation.
• Must have the ability to work cohesively with other departments and communicate new processes and updates to keep everyone informed
• Must update houseware inventory at the end of the month, placed order for replenishing, update the spreadsheet and send a monthly report to operation's director and accounting.
• Must create a weekly schedule based on arrival/ departure/ occupancy.
• Must review ADP time card and approve, keeping track on attendance and time off request.
• Must provide weekly reports to operations directors.
• Must follow staff process, including evaluation of performance, disciplinary actions, and promotions.
• Must contact guest who have left the resort with any issue or complaint to recover and make sure they come back, creating fidelity to the brand.
• Must be able to utilize the latest check in/out and reservation technologies
• Must have the ability to multi task and effectively time managing
• Must update the home feature list, keep track of the hard copies and input the information in the management computer program and spreadsheet.
• Must keep track of the owner's closet inventory, update files and keep track of the forms.
• Must be able to effectively form relationships with homeowners to fully encompass their needs, concerns, questions, etc. regarding the LRR rental program
• Must have a friendly demeanor to encounter guests staying within an LRR managed home and guide them through a personalized tour of their home, assisting in any and all questions they might have regarding their stay
• Must ensure collateral within the homes is up to date at all times to guarantee guests are fully informed during their stay
• 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 anything that is considered health and safety hazard.
• Prevent abuse and/or destruction of hotel property.
• Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guest, within company policies.
• Must have the ability to effectively manage and itemize all items within each home to ensure that the home maintains correct amount of product inventory at all times including but not limited to housewares, linen, and other miscellaneous items placed by the designers
• Must do Housekeeping/Maintenance Quality Control and or Inspections of homes
• Complete a thorough inspection checklist for each Pre-arrival.