Concierge and Guest Services Supervisor

Reynolds Lake Oconee • Greensboro, GA

108d

About The Position

This position is responsible for supervising the day-to-day operations of the Concierge & Guest Services Areas. The role involves assisting the Director and Manager with various tasks including hiring, training, scheduling, performance evaluations, and staff development. The supervisor will also be responsible for maintaining operational procedures, communicating information to staff, and ensuring guest satisfaction. Additionally, the role requires interaction with various departments, assisting with budget and P&L, and participating in shift coverage as needed.

Requirements

• College degree or equivalent work experience in the hospitality field.
• Prior experience with reservations or call center operations preferred; supervisory experience preferred.
• Golf knowledge and experience in the hospitality industry is beneficial.
• Proficient in Microsoft Word, Excel, and aptitude to learn all software programs used.
• Must possess skills of diplomacy and tact while dealing with Members and guests.
• Ability to handle multiple calls while maintaining a calm demeanor.
• Pleasant speaking voice and ability to project personality through telephone conversations.
• Strong organizational skills and must be detail oriented.
• Knowledge of financial forecasting.

Nice To Haves

• Prior experience with reservations or call center operations
• Supervisory experience
• Golf knowledge and experience in the hospitality industry

Responsibilities

• Assist the Director with hiring and training all Reynolds Concierge/Guest Services staff.
• Scheduling of staff for Guest Services, Concierge, & Transportation.
• Assist Manager & Director with performance evaluations and coaching and counseling of staff as needed.
• Submit required paperwork to Human Resources.
• Continuous staff training and development to include daily line-ups and a minimum of one all staff meeting a month.
• Continuous improvement and development of staff policies, procedures and training programs.
• Provide continuous updating and improvement of daily, weekly and monthly procedures.
• Provide department with current information on golf course closings, tennis court closings, restaurant closings, tournaments, and member events, etc.
• To be well informed of and insure the staff is, up-to-date on all event details and reservation procedures.
• Review labor productivity and effectiveness of all software systems being used by the staff.
• Notifying staff of local events and activities and have the ability to provide accurate descriptions of local restaurants and courses.
• Supervise day-to-day operations of the Concierge & Guest Services Areas.
• Prepare and distribute all outlets with Lifestyle Guest itineraries and daily Member Activities.
• Daily and weekly review of tee sheets, restaurant reservations, and member event sheets for spelling, accuracy, and applicable rules.
• Interact with guests & Members alike, being a resource for any challenges and assists in problem resolution until complete Member & guest satisfaction.
• Assist Manager & Director in overseeing cottage rental program including, inspections, reviews, vendor interaction and Member/homeowner communications.
• Assist Manager & Director in any projects related to the departments and community.
• Tracks and organizes all regular vendor visits, ensuring staff is following correct key procedures.
• Attendance to all Member event committee, Food and Beverage committee, Internal Food and Beverage, Internal Events, Operations, and Golf Operations meetings as needed.
• Insure information from all outlets is being communicated to the staff in a timely and efficient manner.
• Maintain regular communication with all outlets and organize large amounts of information from each individual area.
• Maintain a positive working relationship with all Reynolds Lake Oconee departments and Ritz Carlton staff.
• Assist the Director with yearly budget and monthly P&Ls.
• Work closely with all departments to make sure reservations are made correctly.
• Administrative duties to include distribution of weekly occupancy and Lifestyle guest reports to all departments.
• Participate in shift coverage at the Reynolds Concierge & Guest Service Areas when needed.
• Assist in maximizing the rental occupancy of all homes and cottages in the program.
• Any other administrative/supervisory duties as required by management.

Benefits

• Medical, dental, vision and life insurance
• Paid time off: 1 week vacation after 6 months; sick, personal days, and 10 holidays after 90 days
• 401(k) with company match
• Flexible spending and health savings accounts
• LTD and STD
• Employee discounts: food, retail merchandise, boat rentals
• Golf privileges

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree