Guest Services Supervisor

GARDEN CITY REALTY INC•Garden City Beach, SC

23h•$21 - $24•Onsite

About The Position

The Guest Services Supervisor is a multifaceted position involving the need for a customer service minded, detail oriented, intelligent individual. They are expected to serve as an ambassador of Garden City Realty when interacting with guests, owners, and other departments to deliver exceptional service every time. They must understand that we work directly for the homeowner, then the guest. Supervisors must be able to show empathy to guests when dealing with situations and be able to provide quality decision-making skills when it comes to overall satisfaction of homeowners and guests. The Guest Services Supervisor assists the Guest Services Manager in leading and directing the day-to-day operations of the Guest Services team. They will work in collaboration to ensure that the service climate and guest experience are of the highest standard. In the absence of the Guest Services Manager, they will provide support to the team and serve as the contact point for Guest Services. We encourage our staff to show the “Garden City Realty difference” in each encounter they have, whether it be guests, homeowners, or staff. The “Garden City Realty difference” is defined as having our employees show care and concern while being aware of their own contribution to the company as a whole and being ready to step in to assist anyone with given directions.

Requirements

Must be proficient in all operating systems and be capable of directing and developing the use of these systems through educating other employees.
Be knowledgeable in all company policies and procedures and proficient in training and coaching for team development.
Must possess the ability to effectively assess, diffuse, resolve, and follow up to satisfaction in all scenarios where service delivery is negatively impacted.
Provide thorough training to employees in all aspects of the front desk operation; including reservations.
An associate degree OR two to four years of related experience and/or training.
A combination of education and experience in similar customer service/vacation rentals atmosphere with progressive supervisory and responsibility levels is also preferred.

Nice To Haves

It is essential to present a friendly, helpful and ‘can-do’ attitude to everyone: teammates, owners, guests, visitors, vendors, etc.
The ideal candidate shows initiative and acumen to make decisions and provide solutions to problems, this may include the ability to think outside the box and being creative in problem solving.
The ability to communicate concisely, effectively and professionally regarding reservations, property owner’s problems, solutions to guest issues, etc.
When addressing any guest issues, it must be in the foremost thought of how to handle the situation that would keep the homeowner appeased.
A strong background in providing the highest possible standard of Customer Service for guests and property owners, providing information and assistance to those you interact with, operating under the best practices for check-in and check-out procedures along with accurate arrival and departure reporting.
Knowledgeable and proficient in the use of Escapia for daily, weekly, and monthly reservations, along with following all reservation guidelines.
An overall knowledge of the vital functions performed by the supporting departments (Owner Services, Maintenance, Housekeeping, Marketing and Accounting) is desired.

Responsibilities

Work assignments may change at any time with or without notice.
Must be proficient in all operating systems and be capable of directing and developing the use of these systems through educating other employees.
Be knowledgeable in all company policies and procedures and proficient in training and coaching for team development.
Set the tone in terms of the customer service experience aka the “Garden City Realty difference”.
Work in collaboration with department managers to positively impact the guest and owner experience in all situations.
Must possess the ability to effectively assess, diffuse, resolve, and follow up to satisfaction in all scenarios where service delivery is negatively impacted.
Provide thorough training to employees in all aspects of the front desk operation; including reservations.
Provide daily support to the Guest Services Manager and in times of absence take responsibility for the day-to-day operating requirements.
Maintain knowledge of current local events, activities, hours of operation as well as local dining options currently available.
Performs a variety of system and administration tasks to facilitate the front desk operation including but not limited to: payment reminders, check-in instructions, HP review, arrival packets, create/update correspondence for staff and guests.
Booking Summary Reports: This report reviews all reservations made, both weekly stays and monthly, for verification of rate, accuracy of information and charges and to ensure they fall within rental guidelines.
Assist with Phone Call Quality monitoring and coach the team for improvement, if needed.
Continually educate themselves with leadership or vacation rental management information.
All other duties as assigned.