Activities Supervisor - Hidden Pond

EOS•Kennebunkport, ME

About The Position

Nestled in the woods of coastal Maine, Hidden Pond is a luxury retreat where nature, relaxation, and memorable guest experiences come together. We are seeking an energetic and creative Activities Supervisor to lead and elevate our guest programming. In this role, you will oversee the planning and execution of engaging daily activities—from wellness and outdoor adventures to family-friendly experiences—ensuring each guest discovers something memorable during their stay. The ideal candidate is highly organized, guest-focused, and passionate about creating unique experiences that reflect the spirit of Kennebunkport and the natural beauty surrounding Hidden Pond.

Responsibilities

Oversees management of other seasonal activities department personnel and keeps guest services personnel updated on all activity related happenings and changes.
Provide telephone services for guests, vendors, and all incoming inquiries and direct calls to the appropriate personnel.
Liaising with vendor partners to ensure that invoices are received, coded and paid in a timely manner.
Manage activity reservation platform daily to ensure that all activities are accurately posted on resort website and daily printed activity calendar. Any updates need to be accurately and promptly communicated to all relevant departments including central reservations.
Serve as acting MOD for guest services department when guest services manager or other manager is not on duty.
Greet and welcome all guests in a professional and hospitable manner.
Interact with guests in a respectful, cheerful, and polite manner.
Engage with guests to ensure we are meeting all guests’ needs.
Act as part of guest services team, directing guests as they arrive, checking guests in/out, verifying payment methods, assisting with luggage, and communicating all necessary property and area information for them to have a successful stay.
Take ownership in presentation of lodge and property buildings and grounds, always ensuring guest view is satisfactory.
Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.
Work closely with concierge when appropriate and necessary.
Have full knowledge of all parking, maps, events, and offerings on property.
Ensure activities with additional charges are accurately applied to guest folios for payment collection.
Have a thorough working knowledge of hotel guest services/property management system.
Review administered reports daily, such as in-house rooming list, arrivals, and departures so that the number of children on property is known.
Make it a priority to get to know the resort’s youth guests as well as their parents throughout their stay and build relationships with these guests.
Work closely with reservations department and front office to understand background information about guests, reason for stay, and best anticipate guest needs and interests.
Responsible for the safety of our guests, specifically during coordinated activities. Ensure appropriate parameters are in place for well-being and risk of liability. All guests will sign an activity waiver prior to check in. However, all staff are responsible for ensuring safe experiences for our guests throughout their stay.
Attend departmental meetings and training sessions as required.
Make amenity deliveries to guest rooms as needed.
Willingness to work weekends, holidays, and/or flexible hours based on business needs.
Use safe work practices daily. Report any unsafe areas to maintenance and Guest Services Manager.
Understand best practices in Emergency Evacuation Procedures, Accident Reporting, Right to Know Law, Written Information Security Program, Bloodborne Pathogen Procedures, and ensuring compliance with zero-tolerance policies including Anti-Harassment, Violence in the Workplace, or Influence in the Workplace.
Comply with all time and attendance policies.
Comply with all uniform, dress code, and appearance standards.
Manage gift shop inventory and keep gift shop stocked appropriately at both Hidden Pond and The Tides Beach Club throughout the season. Order gift shop inventory items as needed staying within the gift shop budget using property leadership as a resource for approval prior to ordering. Submit monthly gift shop inventories to the accounting department by the last day of the month.
Use creativity to generate new potential activity leads. Research local businesses, recreational facilities, and vendors that may be potential partners for programming. Find attractive, revenue generating activities for various markets of guests in each weather season.
Work with direct manager on the marketing of available activities. Make suggestions and work collaboratively to promote the best guest experience overall.
Review vendor partner contracts and agreements. Act as a guest point of contact prior to arrival as needed to plan and execute expected activities.
Work closely with Sales department on any groups and special events requiring activities.
Lead by example with professionalism and high standards of guest services. Professionally handle guest complaints, solve problems, apologize/emphasize standards during guest complaints, and consistently follow up. Communicate any elevated complaints that could not be resolved to the Guest Services Manager.
Ability to communicate with managers and staff in a positive, efficient, and friendly manner. Flexibility to step into whatever role is needed to deliver exceptional customer service. This may include taking on job responsibilities outside of this job description and may require assisting other departments in their regular functions.
Demonstrate a team-focused attitude and encourage collaboration. Motivate and lead the team to accomplish tasks effectively. Escalate associate concerns/HR issues to Guest Services Manager. Assist in resolution as requested.

Benefits

Employer-subsidized medical, dental, and vision insurance
Company-funded $25K in complimentary life insurance and $1K/mo. in disability
Optional Disability, Life and AD&D, Critical Illness, and Accident Insurance options
Additional Health & Wellness benefits including prescription and gym membership discounts
Generous Paid Time Off package including Employer Paid Leave plus immediate Paid Vacation accruals
Flexible and understanding work-life equality
Family Matters Program of 3+ months paid parental leave for new parents
401k employer match, up to 4% of salary
Competitive wages with ongoing market analysis with annual performance evaluations and compensation adjustments
Discounted employee and immediate family hotel rates as low as $59 per night at EOS Hospitality portfolio locations
Food and Beverage discount of 50% Off at EOS Hospitality portfolio locations
Gold Card annual complimentary restaurant allowance for managers
Discounted lodging rates from New England Inn & Resort Association partners
Pathways for growth and professional development including training and tuition reimbursement
Relocation assistance to temporary employer housing
Incentive opportunities for both hourly and managerial roles
Supportive, open workplace culture
Company-funded Employee Assistance Program for life and mental health resources