Guest Services Supervisor

Carter Hospitality Group•Johnson City, TX

19d

About The Position

Located in Johnson City, Texas, Carter Creek Winery Resort & Spa offers authentic Texan hospitality. In addition to a premiere winery inspired by a founding family of Texas Wine Country, the Carter Creek Winery Resort & Spa features a Restaurant/Brewery along with banquets and other special events to create a blend of dining experiences. Carter Creek Winery Resort & Spa is operated by the Carter Hospitality Group with 20 years of experience in the hospitality field. For more information, visit https://www.cartercreek.com. SUMMARY: Oversees and coordinates daily operations of the front desk; ensures maximum guest satisfaction and ensuring all areas of the rooms are maintained to a high standard of cleanliness by inspecting rooms and assigning tasks.

Responsibilities

Organizes, directs, and monitors daily activities of front desk/guest service agents and housekeeping staff.
Ensures efficient, friendly, and professional guest registration, check-out, and telephone service; observes front desk/guest service agents to ensure that established procedures are followed.
Establishes procedures, prepares and coordinates schedules, call scoring/coaching and expedites workflow.
Assists with hiring, training, motivations, and rewarding front desk/guest service agents.
Reviews current day’s expected arrivals and checks all VIP and special request reservations to ensure that they are pre-registered, blocked properly, and other departments are notified of room assignment.
Revises the daily room availability and informs all appropriate staff.
Reviews status of departures on a daily basis; relays all pertinent information to front desk/guest service agents and other appropriate staff.
Ensures all necessary reports and forms are completed daily.
Performs front desk agent/guest service responsibilities as needed to process guests expediently including but not limited to check-in guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guest reservations, and check-in guest out of hotel.
Ensures that guest’s needs are fulfilled and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed.
Assists front desk/guest service agents with resolution of guest problems/complaints as needed.
Daily arrival room Inspections and keeping up with room maintenance needs.
Provides day-to-day guidance and oversight of subordinates; actively works to promote and recognize performance.
Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions.
Ensures proper use and care of all property equipment and supplies.