Guest Service Supervisor | Dr. Wilkinson's Backyard Resort & Mineral Springs | Calistoga, CA

PM Hotel Group•Calistoga, CA

4d•$23 - $24•Onsite

About The Position

Dr. Wilkinson’s Backyard Resort and Mineral Springs is an iconic resort and spa destination in Calistoga, California, offering mud bath and spa treatments, mineral pool soaks, 50 refreshed guestrooms, a restaurant, and spa facilities. The resort combines its history with a new mid-century-inspired design and an approachable guest experience. The Guest Service Supervisor supports front office operations and guest satisfaction. Working at the direction of and often in conjunction with the General Manager, the supervisor helps oversee front office employees and daily operations, including guest services, staff training, scheduling, and adherence to hotel procedures. The role requires familiarity with the property management system, POS functionality, hotel services, rates, amenities, and local attractions. The position may require irregular hours, including evenings, weekends, and holidays.

Requirements

Fluency in spoken and written English.
At least three years of experience in a hotel front office position.
High school diploma or equivalent.
Moderate proficiency with Microsoft Office applications.
Excellent interpersonal skills and ability to work well with coworkers and the public.
Courteous, friendly, and professional manner.
Independent thinker and quick learner.
Good team player.
Ability to perform duties with attention to detail, speed, accuracy, follow-through, courtesy, and cooperation, with minimal supervision.
Strong customer service focus and high standards for production and service.
Ability to solve practical problems and handle a variety of situations.
Ability to deal effectively with internal and external customers, including with patience, tact, and diplomacy when defusing anger.
Ability to work under pressure and handle multiple tasks at once.
Ability to reach, bend, stoop, grasp, push or pull loads up to 40 pounds, and lift, carry, or otherwise move packages, boxes, and luggage.
Ability to remain in a stationary position for up to eight hours, excluding meal and rest breaks.
Ability to work periodically at a very fast pace and under pressure.
Commitment to the stated core values, including passion, curiosity, innovation, adaptability, communication, integrity, sound judgment, teamwork, service, and work-life balance.

Responsibilities

Develop an in-depth understanding of the property management system and POS functionality.
Provide gracious and sincere customer service to arriving and departing hotel guests and visitors.
Assist the General Manager with hiring, training, scheduling, supporting, reviewing, and disciplining front office employees, helping maintain employee morale and department productivity.
Follow hotel procedures for front-of-house operations, including answering telephones, taking reservations, responding to email, checking guests in and out, preparing group registrations and key packets, posting charges, processing payments, coordinating with housekeeping and maintenance, and handling mail and deliveries.
Anticipate and promptly acknowledge guest needs, and provide information about hotel services and amenities and concierge assistance as needed.
Maintain knowledge of local restaurants, special events, attractions, and outdoor activities.
Coordinate daily arrival and departure preparation, special requests, room assignments, and guest amenity and recognition programs.
Work with other departments to improve communication and guest satisfaction.
Assist with daily room inventory status maintenance to support revenue and guest satisfaction.
Conduct inventories of front office supplies and place orders as needed.
Coordinate guest relocations when necessary.
Maintain familiarity with hotel information, including rates, sales strategies, restrictions, available rooms and suites, and the services, costs, hours, and locations of amenities and outlets; remain aware of current business levels.
Handle guest complaints diplomatically and effectively, referring them to the General Manager when necessary.
Complete shift checklists and assigned special projects.
Ensure front desk staff follow procedures for handling cash, credit, and gift certificate transactions.
Assist the General Manager in training staff on standard operating procedures and ensuring understanding and compliance.
Assist with recording and submitting payroll as directed.
Monitor front desk and lobby areas to keep them clean and organized.
Be available to work irregular hours, including evenings, weekends, and holidays.
Know hotel emergency procedures and provide calm, reassuring assistance during emergencies.
Promote and comply with company policies and procedures; report suspicious occurrences and hazardous conditions promptly.
Maintain clean and safe work areas and follow safe work practices, company safety standards, and applicable state and local regulations.
Attend mandatory meetings and perform other assigned tasks, including cross-training.