RESORT GUEST SERVICES

POSITION SUMMARY

Actively works and manages front desk/guest/resort services and Ticaboo Trading company (gift shop) daily operations, managing a varying staff of 1 (winter season) to approx. 15-20 (busy season) consisting of front desk associates, housekeepers (in conjunction with the house keeping supervisor), and grounds/pool keepers. Works with 2 other resort supervisors and General Manager to run resort operations during the busy season (approx. 9 months). Works with and alongside resort staff in a working supervisory role leading by example and actively managing.

Typical hours/shifts: Busy season: 40 hours a week working either a 7am-3pm shift and/or a combination of a 3pm-11pm shift.

SUPERVISION

Reports to the General Manager, and works with another guest services supervisor and housekeeping supervisor and room inspectors as a cross trained supervisory team.

QUALIFICATION

• High school graduate or equivalent.
• Must possess basic math skills and have the ability to handle money accurately.
• Basic knowledge of the functions of cash registers and some computer skills.
• Customer service oriented.

ESSENTIAL FUNCTIONS

• Property guest rental houses: Working with hk supervisor, ensures property guest rental houses are clean, and ready for guests and that each home is accurately listed in Room Key and on VRBO and Air BNB websites. Ensures guests arrivals and any special requests are addressed and arriving guests are upsold on additional services we offer (catering, adventure, restaurant etc…..)
• Supervision/training of front desk associates: Ensures front desk associates are trained properly on property management system (Room Key) to accurately check guests in and out, collect the proper fees, follow the proper procedures/policies and guest service standards. Ensures all HR policies are followed and ensures employees are performing their roles, coming to work in uniform, clocking in on time/following schedule/taking scheduled breaks.
• Revenue Management: Ensures revenue is collected properly rates applied correctly, OTA (expedia, hotels.com, etc..) for rooms, guest rental homes, and gift shop sales, and that credit cards are charged and collected properly. Runs revenue reports, and credit card reports on Room key to compare and reconcile charges. Ensures Dollars on the net credit card transactions are batched and processed daily. Consults with GM if rate changes are warranted (up or down) to sell rooms in inventory.
• Upsells guests on restaurant, adventure, houses, boats etc……. and ensures front desk staff does the same training through scripts for greeting, selling, conveying lake and local information and being sure guest questions are answered thoroughly.
• Cost controls: Ensures labor is controlled via proper scheduling. Ensures ordering supplies for guest are based on par stock and inventories. Ensures best practices and best value supplies are used in relation to labor efficiency and costs and waste is cut.
• Guest service: Ensures guest service at the highest level via phone, email and in person to make every guest feel welcome and provide the services promised and advertised. Strives to achieve consistent positive guest feedback in person and on social media/booking sites (Trip Advisor and others).
• The essential functions are not all inclusive. You may be required to perform duties other than those
• listed above.
• Follow Ticaboo policies, applicable state laws and safety procedures and OSHA policies and procedures.

PHYSICAL REQUIREMENTS

• LIFTING: 30 lbs.

• STANDING: MOST OF THE TIME
• REACH ABOVE SHOULDER: FREQUENT
• BENDING: FREQUENT
• STOOPING: FREQUENT
• CARRYING: FREQUENT
• WALKING: FREQUENT
• SITTING: RARE