What are the responsibilities and job description for the Guest Relations Supervisor position at Cavallo Point?
ESSENTIAL Job Functions for this role include, but are not limited to:
- Supervise the front desk staff directly, maintaining and improving current department standards.
- Assist in FD scheduling based on occupancy levels.
- Provide and oversee training for newly hired Guest Service Agents, including updates to the training manual.
- Assist Front Office Manager duties in keeping FD inventory/supplies updated and current; guest handouts, room keys and packets, brochures, etc .
- Oversee the wine reception in the 601 lobby; making sure there are enough glasses, and wine each night. Keeping the wine and cheese area clean during the wine hour.
- Oversee the coffee and pastry setup daily, communicating with In Room Dining when more coffee or pastries are needed. Ensuring cleanliness and organization of the coffee station area.
- Updating the “package board” in the 601 conference room daily, keeping track of arriving guests with packages and communicating the correct information to the FD agents.
- Ensure that the pending rooms log is being handled efficiently, which includes working with FD agents to manage the inventory.
- Head up daily stand up meeting, going over details that pertain to FD and Bell staff directly.
- Assist Front Office Management by covering MOD shifts when necessary, and complete MOD report when covering closing shift.
- Resolve guest issues, showing empathy and finding the best solution possible. Listen to guest and show empathy before providing options for a solution, and follow up to ensure that all issues were resolved in a timely manner.
- Work with Housekeeping to provide a seamless transition of the house on a daily basis. Monitor and report housekeeping discrepancies to housekeeping department and follow up with Front Office Manager for closure of any issues.
- Must be naturally enthusiastic, centered, and organized person to supervise the diverse personalities of the Front Desk staff.
- Must possess excellent communication skills combined with a pleasant personality and ability to make frequent eye contact.
- Ability to speak, hear, read and write English, count, and file alphabetically and numerically with precision.
- Ability to operate basic office equipment; computer and related programs, fax, copier, and scanner. Must be familiar with Microsoft Office software.
- Capable of remembering guests names and using them frequently.
- Must have a valid driver’s license and acceptable driving record.
- High School Diploma or equivalent acceptable experience.
- Must be able to stand on feet for 8 hour shifts.
- Must be able to lift up to 20 lbs. on a regular and continuing basis.
- Must have the ability to bend, squat and frequently lift up to 50 lbs.