Guest Services Supervisor

Terranea Resorts; Rancho Palos Verdes (CA); On-site; USD 39,000 - 44,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Life insurance

Disability benefits

401(k) with company match

Paid time off

Employee assistance program

Job summary

Terranea Resorts in Rancho Palos Verdes seeks a Guest Services Supervisor to lead the Experience Center, greet guests, and coordinate personalized itineraries. You will connect guests with local experiences, book reservations for in-house guests, and collaborate with other departments to elevate the overall stay.

The role emphasizes confidential, high-touch service, Forbes standards, and the ability to drive ancillary revenue while maintaining exceptional guest satisfaction.

Qualifications

• Excellent verbal and written communication with guests, vendors and co-workers.
• Strong organizational skills and attention to detail to manage multiple itineraries.
• Ability to adapt to evolving guest needs and maintain professionalism under pressure.
• Fluent in multiple languages is highly preferred.
• Demonstrates empathy, discretion, and client confidentiality.

Responsibilities

• Follow Forbes standards to assist guests with exceptional verbal and written communication skills.
• Design custom itineraries pre-arrival and during guest stays.
• Coordinate with departments to ensure excellent guest experience and VIP handling.
• Handle and resolve guest complaints with professionalism and care.
• Create weekly schedules and report on pre-arrival activities.
• Utilize the Aspire Sales Funnel to maximize ancillary revenues.
• Maintain confidentiality regarding guests and proprietary information.

Skills

Verbal communication

Written communication

Organization

Multitasking

Problem solving

Customer empathy

Languages

Adaptability

Diplomacy

Attention to detail

Tools

Opera

Terranea systems

Job description

Overview

The Guest Services Supervisor is the primary sales advocate to create a comprehensive resort experience. You will promote resort services and amenities as well as connect the guest to local and authentic experiences in the community. You will facilitate the discovery of resort amenities by warmly greeting and assisting guests at the Experience Center. You will set up custom travel itineraries and make all reservations for in-house guests as well as by contacting guests prior to their arrival. You will coordinate with other departments to ensure the overall guest experience is above expectations. You will supervise the daily operation of Concierge team.

Responsibilities

• Follow Forbes standards to assist guests with exceptional verbal and written communication skills.


• Responsible for pre-arrival process to assist in designing custom itineraries prior to the guests’ arrival and during their stay.


• Ensure all concierge and pre-arrival coordinator follow company’s and department’s policy.


• Handle all guest complaints related.


• Create weekly schedule and submit it to Guest Service Manager for approval.


• Ensure proper report is prepared for all pre-arrival activities.


• Using the Aspire Sales Funnel, make recommendations to create a comprehensive resort experience maximizing ancillary revenues.


• Be part of a cohesive team with a singular focus on creating the best possible guest experience.


• Demonstrate your unique personality and service style while achieving the brand standards that make us Terranea.


• Maintain the highest level of confidentiality regarding guests, associates, and proprietary information and protect company assets.


• Have an impeccable thoughtful attention to detail to ensure accuracy and efficiency.


• Embrace the Experience Center mission and vision “The Experience Concierge seamlessly create memorable moments that inspire extraordinary memories at Terranea.”

Additional Duties & Responsibilities:

• Warmly greet and assist guests at the Experience Center.


• Adhere to standards of cleanliness and appearance


• Demonstrates creativity, ingenuity and an innovative approach to exceeding guest expectations.


• Utilize the freedom to go beyond to become an expert in the local community and confidently connects guests to unforgettable experiences.


• Utilize Opera to understand guests’ needs that were communicated to reservations sales agent before making outbound calls.


• Share your personal passions and knowledge of the services and amenities available to guests to create extraordinary moments.


• Track ancillary revenue booked.


• Ensure pre-arrival surveys are addressed shared with appropriate departments and responded to.


• Create customized itineraries.


• Create reservations/appointments as requested by guests to include, but not limited to Restaurants, Spa, Golf and Resort Activities.


• Follow up on all incoming emails and voicemails.


• Answer department telephone within three rings, using correct greeting and telephone etiquette.


• Print reports and traces to ensure a satisfactory guest experience.


• Order amenities for guests who are VIP, celebrating special occasions, or as needed.


• Create personalized welcome notes.


• Provide notes and comments regarding guest stays and profile in property management system, noting special needs and requests to ensure a smooth registration upon arrival at the Front Desk.


• Ensure proper booking information and VIP status is recorded for each reservation and according to resort standards.


• Distribute VIP report daily that is accurate and meaningful.


• Resolve guest complaints, ensuring guest satisfaction.


• Keep current with all communication and departmental changes.


• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.


• Maintain complete knowledge at all times of:
  
  
  
  • all hotel features/services, hours of operation
  
  
  • local restaurants, bars, nightlife
  
  
  • transportation options and current rates
  
  
  • local vendors
  
  
  • local events/activities
  
  
  • scheduled daily group activities
  
  
  • resort activities
  
  
  
  


• Facilitate sales of Terranea gift cards, products, and activities.


• Complete “call arounds” to resort’s competitive hotels on a weekly basis to keep current on other resort offerings and pricing.


• Participate in department projects.


• Attend and participate in monthly meetings.


• Participate in Aspire sales training programs.


• Assist Reservations and Front Office teams when needed.


• Assist in recognizing and maintaining relationships with repeat guests and top producing travel agents.


• Maintain a neat, clean, and safe work environment.

Qualifications

• Ability to communicate, both verbally and written, effectively with guests, vendors and co-workers.


• Strong organization, motivation, and interpersonal skills.


• Critical thinking, problem solving, judgement and decision making abilities.


• Strong verbal and written communication skills. Fluent in multiple languages is highly preferred.


• Detailed oriented and strong organizational and multi-tasking skills.


• Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift gears at a moment’s notice while being composed under pressure. Does not show frustration when dealing with upset guests or associates.


• Relates to all types of people – up, down, and sideways, inside and out the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.


• Genuinely cares about people, demonstrates real empathy and the joys and pains of others.


• Professional and appropriate business appearance and demeanor aligned with the Terranea brand, culture and grooming policy.


• Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, associates may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property.

Compensation

Base Pay Start Rate: $29.11/hr.

We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, disability benefits, and an employee assistance program. We have paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match!

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