Guest Services Supervisor

Shelby American, Inc.; Town of Granby (NY); On-site; USD 35,000 - 55,000; Full time

Job summary

Join a dynamic team as a Guest Services Supervisor, where you will oversee front office operations and ensure exceptional guest experiences. This role requires strong leadership and communication skills, as well as the ability to resolve issues promptly. You will coordinate team schedules, manage guest inquiries, and maintain resort records. An established industry player offers a rewarding benefits package, including healthcare, wellness programs, and opportunities for career growth. If you are passionate about hospitality and ready to make a difference, this position is perfect for you.

Benefits

Healthcare including Medical, Dental, and Vision Insurance

401(k) Retirement plan

Paid Sick and Vacation Time

Employee Assistance Program

Wellness Subscriptions

Incentive based bonus program

Free room nights at properties

Discounts for friends and family

Career Growth through in-house training

Referral bonus program

Qualifications

• Experience in administrative roles and supervisory positions is preferred.
• Strong customer service and communication skills are essential.

Responsibilities

• Oversee front office activities and supervise guest services team.
• Handle guest complaints and ensure high service levels.

Skills

Microsoft Office

Written Communication

Verbal Communication

Problem-Solving

Leadership

Customer Service

Education

High School Diploma

2 years of Administrative Experience

6 months of Supervisory Experience

Tools

Email

Internet

Job description

Description

As our Guest Services Supervisor, you will oversee the front office activities, including handling routine office work and administrative responsibilities of the resort. You are also responsible for supervising individual guest services team members.

This position may require flexible scheduling availability.

Requirements

Job Requirements:

• Coordinate team member selection and development and ensures team members comply with appropriate policies and procedures
• Organize and prioritize the work schedules of the front desk team to ensure adequate coverage is available at all times
• Handle and resolve guest complaints, inquiries, and issues in a timely and professional manner
• Field resort comments, suggestions, and complaints to the General Resort Manager
• Make collection calls for site rental payments as directed
• Submit bad debt files to collections
• Ensure guests receive the highest levels of service consistent with Island's customer service philosophy
• Perform general administrative duties such as answering phones, typing, copying, faxing, and filing
• Complete and maintain resort records, reports, and files
• Ensure office supplies are sufficiently stocked and prepare supply orders as needed
• Refer all sales prospects to the Resort Manager and/or Sales Manager and enters the prospect information in a timely manner

Job Qualifications:

• Intermediate computer proficiency, including the ability to use Microsoft Office, email, and the internet
• Ability to provide data entry in a timely manner
• Excellent written and verbal communication skills Good problem-solving and leadership skills
• Strong customer service skills
• 2 years of administrative experience is preferred
• 6 months of previous supervisory experience is preferred Resort office experience is a plus

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand, sit or walk for an extended period of time. While performing the duties of this job, the employee is regularly required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. The number of hours you will be scheduled to work during the week is variable and is based on guest occupancy, season, staffing and other factors. Island Hospitality is unable to guarantee a specific number of work hours per week.

Training:

Island Hospitality is committed to employee development and displays that commitment with a formalized training and development program providing a clear path for any employee with a desire and aptitude to thrive in the hospitality business. As team members join Island Hospitality from other organizations they too can build on that prior experience and find further growth opportunities within our company by utilizing the tools and resources offered.

Team Member Wellness Program: How We Thank You For All You Bring To The Team

Rewarding Benefits Package:

• Healthcare including Medical, Dental, and Vision Insurance
• HSA & FSA plans available!
• Dependent care FSA
• Identity Theft Protection Insurance
• Commuter benefits including transit & parking
• Pet Insurance
• PTO and Payroll Incentives for Annual Wellness Exams
• Employee Assistance Program
• Wellness Subscriptions including access to gyms, financial planning, counseling, and legal services
• Paid Sick and Vacation Time
• Family Leave
• 401(k) Retirement plan - IHM Matches 100% up to 3% of your salary and an extra 50% on the next 2% of your salary. 401(k) is fully vested upon the first contribution

Rewarding Hard Work:

• Incentive based bonus program
• Free room nights at our properties and employee discounts within your brand
• Discounts for friends and family within your brand
• Team Member of the Month, Quarter, and Year recognition and bonus
• Discounted tickets to theme parks, musicals, movies, and more through Tickets at Work
• Career Growth through our in-house training program with a path personalized to your desired goals
• Referral bonus program to ANY of our locations

Equal Opportunity Employer

Island Hospitality uses E-Verify to confirm work authorization in all municipalities where it is required by law.