Guest Experience Supervisor

Sunriver-Resort; Sunriver (OR); On-site; USD 42,000 - 60,000; Full time

Job summary

Sunriver Resort seeks a Guest Relations Supervisor to support Property Managers and the Director of Front Office, leading guest relations and assisting Front Office operations. The role focuses on resolving guest concerns while upholding AAA Four Diamond standards and Sunriver Resort values.

Responsibilities include handling guest concerns, training front desk and concierge teams, managing VIP records, coordinating with departments, and responding to reviews and feedback to continually improve

Qualifications

• High school diploma or equivalent.
• Prior hospitality experience preferred.
• At least one year customer service experience preferred.
• Must have a valid driver's license and be able to pass a MVR check.

Responsibilities

• Handles all guest related concerns including complaints and emergencies.
• Offers warm and sincere welcome/farewell for all guests of Sunriver Resort including use of guest name & good eye contact with each guest.
• Trained on all front desk, and concierge responsibilities. Assists in operations as needed.
• Be knowledgeable of all arriving/departing and in-house guests.
• Be knowledgeable of all tours/groups.
• Works closely with Housekeeping, Engineering, Sales, and Conventions to ensure exceptional guest satisfaction.
• Attends appropriate resort, division and department meetings.
• Reviews guest feedback through Revinate and communicates information to staff to ensure continual guest satisfaction.
• Responds to all online reputation platforms and guest surveys.
• Maintains a strong knowledge of hospitality trends and issues.
• Assures guest service standards are being applied by all guest services team.
• Assists with maintaining a strong morale and spirit throughout guest services.
• Maintains records for all VIPs, special requests, etc. Point of contact for all VIPs.
• Maintains an up to date working knowledge of all resort amenities as well as any special events.
• Provides accurate directions and resort information for guests.
• Makes dining and activity reservations for guests.
• Upsells other resort services and amenities to guests.
• Answers incoming guest calls, transfers calls appropriately and relays messages accurately.
• Logs all guest issues and provides appropriate follow-up to guests.
• Always maintains a professional demeanor and attitude.
• Communicates all pertinent information to the appropriate individuals.
• Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Understands and executes all emergency/incident procedures.
• Acts with responsibility towards all company property, supplies and equipment.
• Maintains a professional appearance. Follows all Sunriver Resort dress code standards.
• Remains alert, courteous and helpful to the guests and colleagues at all times.
• Performs other duties as assigned.

Skills

Customer service

Guest relations

Communication

Teamwork

Education

High school diploma or equivalent

Job description

Sunriver Resort seeks a Guest Relations Supervisor to support Property Managers and the Director of Front Office, leading guest relations and assisting Front Office operations. The role focuses on resolving guest concerns while upholding AAA Four Diamond standards and Sunriver Resort values.

Responsibilities include handling guest concerns, training front desk and concierge teams, managing VIP records, coordinating with departments, and responding to reviews and feedback to continually improve