Concierge and Guest Services Supervisor

This position pays $19/hr.

Duties:

• Assist the Director with hiring and training all Reynolds Concierge/Guest Services staff.
• Scheduling of staff for Guest Services, Concierge, & Transportation
• Assist Manager & Director with performance evaluations and coaching and counseling of staff as needed
• Submit required paperwork to Human Resources
• Continuous staff training and development to include daily line-ups and a minimum of one all staff meeting a month.
• Continuous improvement and development of staff policies, procedures and training programs.
• Provide continuous updating and improvement of daily, weekly and monthly procedures.
• Provide department with current information on golf course closings, tennis court closings, restaurant closings, tournaments, and member events, etc.
• To be well informed of and insure the staff is, up-to-date on all event details and reservation procedures.
• Review labor productivity and effectiveness of all software systems being used by the staff.
• Notifying staff of local events and activities and have the ability to provide accurate descriptions of local restaurants and courses.
• Supervise day-to-day operations of the Concierge & Guest Services Areas.
• Prepare and distribute all outlets with Lifestyle Guest itineraries and daily Member Activities.
• Daily and weekly review of tee sheets, restaurant reservations, and member event sheets for spelling, accuracy, and applicable rules.
• Interact with guests & Members alike, being a resource for any challenges and assists in problem resolution until complete Member & guest satisfaction
• Assist Manager & Director in overseeing cottage rental program including, inspections, reviews, vendor interaction and Member/homeowner communications
• Assist Manager & Director in any projects related to the departments and community
• Tracks and organizes all regular vendor visits, ensuring staff is following correct key procedures
• Attendance to all Member event committee, Food and Beverage committee, Internal Food and Beverage, Internal Events, Operations, and Golf Operations meetings as needed.
• Insure information from all outlets is being communicated to the staff in a timely and efficient manner.
• Maintain regular communication with all outlets and organize large amounts of information from each individual area.
• Maintain a positive working relationship with all Reynolds Lake Oconee departments and Ritz Carlton staff.
• Assist the Director with yearly budget and monthly P&Ls.
• Work closely with all departments to make sure reservations are made correctly.
• Administrative duties to include distribution of weekly occupancy and Lifestyle guest reports to all departments.
• Participate in shift coverage at the Reynolds Concierge & Guest Service Areas when needed.
• Assist in maximizing the rental occupancy of all homes and cottages in the program.
• Any other administrative/supervisory duties as required by management.

Qualifications:

• College degree or equivalent work experience in the hospitality field.
• Prior experience with reservations or call center operations preferred; supervisory experience preferred
• Golf knowledge and experience in the hospitality industry is beneficial.
• Proficient in Microsoft Word, Excel, and aptitude to learn all software programs used.
• Must possess skills of diplomacy and tact while dealing with Members and guests.
• Ability to handle multiple calls while maintaining a calm demeanor.
• Pleasant speaking voice and ability to project personality through telephone conversations.
• Strong organizational skills and must be detail oriented.
• Knowledge of financial forecasting.

 Benefits:

• Medical, dental, vision and life insurance  
• Paid time off: 1 week vacation after 6 months; sick, personal days, and 10 holidays after 90 days
• 401(k) with company match 
• Flexible spending and health savings accounts
• LTD and STD
• Employee discounts: food, retail merchandise, boat rentals
• Golf privileges