Guest Services Supervisor

Enchantment Resort; Sedona (AZ); On-site; USD 42,000 - 54,000; Full time

Job summary

Enchantment Resort is seeking a Front Desk Supervisor to oversee daily operations at our Sedona property, ensuring guest satisfaction and smooth service flow. You will supervise Front Desk staff, coordinate with housekeeping, and uphold resort policies and billing standards.

The role emphasizes staffing, scheduling, and payroll tasks, with strong emphasis on communication and team collaboration to deliver personalized experiences for guests and team members.

Qualifications

• High school degree or equivalent.
• Prior guest service experience highly desired.
• Ability to manage multiple tasks with ease.
• Strong written and verbal communication skills.

Responsibilities

• Supervise, train and schedule Front Desk staff to match occupancy and budget.
• Ensure check-in/check-out procedures by Guest Service Agents.
• Coordinate with Housekeeping and other departments to meet guest needs.
• Manage billing procedures, group billing and payroll approvals.
• Review daily reports and ensure proper documentation and policies.
• Oversee cash procedures and daily shift reports.
• Maintain group information and assist with payroll and timesheets.
• Address disciplinary counseling and other duties as assigned.

Skills

Organizational skills

Communication skills

Leadership

Staff supervision

Education

High school diploma

Tools

Computer skills

Job description

Are you outgoing, energetic, passionate, and authentic? Enchantment is the perfect spot for you!

At Enchantment, we work together to create and deliver personalized extraordinary experiences for all guests and team members here at the resort. Our culture is fast-paced, collaborative, inclusive, engaging, and we have one of the best views you’ll ever find! Come join us!

How you will enjoy your day

Supervises daily functions of Guest Services agents

Work Performed

1. Supervise, train and schedule Front Desk staff, ensuring staff-to-occupancy is consistent with budget
2. Ensure consistency with proper check-in and check-out procedures by Guest Service Agents
3. Ensure proper communication with Housekeeping and other departments
4. Address all guest needs and requests; ensure Guest Service Agents are following through
5. Review daily checklists to ensure proper documentation, follow through of billing procedures and resort policies
6. Review daily emergency reports, log books, trace reports, etc.
7. Review room rate reports to ensure any special requests are noted, upgrades are completed and vouchers are attached
8. Ensure proper cash procedures are followed and daily shift reports are closed at the Front Desk
9. Maintain updated group information on resumes and in group information folders
10. Process and maintain all group billing information, group masters, etc. to ensure a 3 day billing turn around
11. Check timesheets daily and assist with payroll approval and documentation
12. Ensure proper documentation occurs for disciplinary counseling for Guest Service Agents
13. Other duties as assigned

Supervision Exercised

Guest Service Agents

Supervision Received

Guest Services Manager

Responsibility & Authority

1. Responsible for daily operations of Front Desk to ensure optimum guest satisfaction and smooth internal accounting
2. Supervise and assist with managing guest service operations including scheduling and payroll functions for Guest Services Department

Minimum Requirements

High school degree or equivalent. Prior guest service experience highly desired. Must have strong organizational skills, excellent written and verbal communication skills and be able to perform and prioritize multiple tasks with ease. Computer skills required. Strong guest and team member relations skills

Physical Requirements

5% Sitting

90% Walking, standing and bending

Lifting/Carrying up to 25 lbs.

Hearing and manual dexterity

Distance vision 1-3 feet

Ability to drive golf cart as necessary