Guest Services Supervisor

The Gant

Aspen, Colorado

POSITION SUMMARY

This position will provide a variety of guest services at the highest possible level for guests and homeowners. Responsible for supervising the front office department, with a focus on bell staff and transportation, while providing the highest quality services and products and supporting the hotel’s vision, mission and values. The Guest Services Supervisor will work with the Front Office Manager to maintain department service scores, guest experience, utilizing the property’s service principles and standards.

GENERAL BENEFITS: M/D/V, 401(k), EAP, Life Insurance, PTO, Annual Bonus, Wellness Bonus/Ski Pass; See Benefit Summary for full list.

DUTIES AND RESPONSIBILITIES

• Communicate with internal and external guests in a professional, non-confrontational manner at all times
• Communicate daily business demands (arrivals, departures, group) with team; prioritize and assign Bell staff services to effectively meet guest demands accordingly
• Direct and oversee individuals in the execution and achievement of daily department task lists
• Direct the safe and timely movement of all Gant
• Exercise prudent management to oversee and swiftly redirect staff as necessary due to unforeseen challenges (i.e., adverse weather conditions, staffing shortages, unique guest requests, vehicle/equipment failures, etc.)
• Ensure all guest services (van transportation, luggage handling, delivery of amenities, etc.) are executed by staff members in a cheerful, efficient and professional manner
• Act as a visible role model to promote and ensure positive guest relations are maintained at all times both on property and within our transportation system throughout town
• Be familiar with all resort services, departments and internal resources to assist guests personally or direct as necessary to front desk, concierge, etc., for further assistance
• Working with GSM/FOM, ensure staff members are adequately trained and well-equipped to perform job duties
• Monitor and manage cleanliness of front lobby, front drive, bell stand and fleet vehicles
• Address and escalate challenges to GSM/FOM to manage, as necessary, to ensure continuous, uninterrupted guest services and optimal employee performance throughout the Front Desk and Bell/Valet operations
• Provide hands on support to front desk, bell staff and concierge during peak business times
• Other duties as assigned

QUALIFICATIONS

• Experience leading members of diverse teams and directing multi-layered departmental operations in fast paced, physically demanding duties and indoor/outdoor environments
• 2-3 years’ experience in a 4-diamond quality hotel/resort/conference center in a managerial customer service role
• Knowledge in property management systems is highly desirable, and technical proficiency in Microsoft applications is required
• Customer service experience in a high-volume/high-quality environment with the ability to problem solve, identify and resolve the situation
• Excellent communication skills, both written and verbal, organization and time management skills
• Ability to access and accurately input information using a moderately complex computer systems
• Remain calm and professional under stress and have conflict management and resolution skills
• Maintain confidentiality and discretion with sensitive information related to guests and employees
• Ability to work autonomously with minimal or no supervision

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

• Must be able to lift, push, and pull a minimum of 50 pounds
• Must be able to stand/walk 8 hours per day
• The ability to work well in a team
• Must be adaptable, flexible, and able to multitask
• Exhibit exceptional attention to guest service while performing strenuous indoor/outdoor duties and labor intensive tasks
• Clean driving record and ability to drive a large vehicle

TOOLS AND EQUIPMENT

• Computer and printer
• Communication radio
• Bell carts and other standard hotel guest service equipment

This Job Description in no way states that these are the only duties of an employee in this position. The employee is required to comply with all instructions and other related duties requested by his or her manager. The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. I hereby certify that I have read and understand the contents of this job description as outlined above and that I am able to perform these duties with or without accommodation. Further, I understand that failure to perform these duties as assigned may be grounds for dismissal.