Guest Services Supervisor - Blackberry Farm

Blackberry Farm•Aurora, IL

2d•Onsite

About The Position

The Guest Services Supervisor is responsible for serving as a leader to the Guest Services Team overseeing the daily operations. Must have the flexibility to work weekends and holidays. Blackberry Farm and Blackberry Mountain, Relais & Châteaux properties located in the Great Smoky Mountains, continue the traditions of unparalleled hospitality and luxury that have always been the hallmark of the Blackberry brand. Combining land conservation, modern-day luxuries, and captivating natural setting, the two resorts create vacation experiences unlike any other. Activities abound at Blackberry Farm and Blackberry Mountain offering the opportunity for every guest to create an ideal experience to enjoy the properties and the region, whether they’re seeking the thrill of adventure, the relaxation of a spa immersion, or quality time around the table enjoying celebrated cuisine. A career at Blackberry means being surrounded by a welcoming and supportive team who strive each day toward common goals: legendary hospitality, memorable experiences and generational sustainability. From ensuring our guests have a memorable stay to providing renowned cuisine, Blackberry provides career-defining opportunities, a comprehensive benefits program, and the tools to explore and grow your career.

Requirements

Strong self-motivator and ability to motivate others.
2-3 years of Hospitality or Customer Service experience.
Must have a valid driver’s license.
Must have excellent written and verbal communication skills.
Must be open to and receptive to others’ needs and ideas.
Must be able to communicate effectively with guests, managers, and team members.
Basic knowledge and understanding of math.
Must be able to remain calm under pressure.
Must be able to exercise judgment and make decisions based on job knowledge and awareness of company goals.
Must comply with all company policies and procedures.
Regular and consistent attendance is required.
Must be able to work well with other Team Members and managers and interact with our guests.

Nice To Haves

Bachelor’s Degree recommended.

Responsibilities

Serves as a leader to the Guest Services Team overseeing the daily operations.
Leads by example, builds trust and creates a fun, exciting, focused team.
Organizes and develops consistent operating procedures.
Reviews daily traces, Opera reports and to determine guest satisfaction.
Leads Guest Service team including the podium team members.
Maintains uniform and etiquette standards.
Performs daily rounds of property.
Manages arrival/departure with “Brain”.
Develops Guest Service team with daily coaching and counseling.
Debriefs Guest Service team with upcoming events and changes.
Effectively communicates accurate information to guests and other team members.
Ensures that meeting rooms are set for group use.
Completes daily rounds to ensure a quality appearance.
Supervises transportation as needed.
Researches pre-arrival guests to gain information and insight into ways we can WOW.
Makes the preliminary schedule for their team based on arrivals and departures and presents it to the AM Manager for approval and final send out.
Actively works in their role at an elevated level aiming to make direct goals for their team to improve GSI month over month – leading by example.
Works with the MOD to develop team members and general etiquette.
Helps with the creation and maintenance of training materials and SOPs.
Establishes a training program to include quizzes and status updates to monitor training progress.
Oversees the training of new team members within their department.
Facilitates cross-training for a team within Lodging and with F&B/HK.
Engages in guest recovery and solutions for GAP guests with MOD.