Guest Services Supervisor

Garden City Realty, Inc.

Job Description

Position:          Guest Services Supervisor
           

Mission & Core Values:

OUR MISSION

To provide hospitality and service that makes the Grand Strand home

CORE VALUES

We will make bold moves.

We will have a bias to action.

We will pursue excellence in the ordinary.

We will develop an ownership mentality.
We will focus first on what matters most.

Objective:
The primary purpose for the Assistant Guest Services Manager position is to assist the Guest Services Manager in executing on our company’s mission as outlined above - “To provide hospitality and service that make the Grand Strand home.” Essentially, this person will be required to excel in hospitality and, through the use of critical thinking, be able to reimagine ways to further exceed guests’ expectations while they are vacationing at one of the 400 vacation rental properties under our management. We already know we are good (See “Best of the Beach” results) – but we want you to help make us great!

A few “must haves” for the person ultimately assuming this position include:  A positive “winning” attitude no matter what comes your way, excellent discernment when evaluating “grey” areas, and exceptional people skills. If you are not an effective communicator, skilled in the art of negotiation and diplomacy this is not the job for you.

Furthermore, our expectation for the person occupying the Assistant Manager of Guest Services position is that he/she will one day be equipped to take on a primary leadership role as “Manager,” though this is dependent on the individual candidate’s grit, determination, and skills as demonstrated over time. This means a promotion to “Manager” is not guaranteed, but we do have high hopes for the Assistant Manager.

Responsibilities & Duties:

Please note the sample set below is not a comprehensive list of all responsibilities and functions - but is intended to give specific examples of the scope of work. Work assignments may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Commitment to provide excellence in customer service, representing the “Garden City Realty Difference” with a bias to action and genuine care. Must possess the ability to effectively support the Guest Services Team as they assess, diffuse, and resolve situations that arise which are out of their control.
• Ability to identify areas where bold moves can be made in regards to current procedures and processes.
• Implement new procedures or processes to make improvements in overall client satisfaction.
• Must be proficient in all operating systems(Escapia reservation booking systems, keyless lock technology, etc. –and processes and be capable of directing and developing the use of these systems through the education of other employees.
• Exhibit an ownership mentality while collaborating with your department Manager as you seek to positively impact the guest and owner experience.
• Focus first on what matters most when contributing to weekly managers meetings if/when your department manager is unavailable by providing insight to department needs, challenges and initiatives.    
• Provide supplementary training to staff who report to your department manager.
• Assist the Accounting Department by balancing reservations, processing cancellations, providing support with travel insurance claims.
• Participate in phone call quality monitoring and pursue excellence in the ordinary as you help coach Vacation Planners to deliver an exceptional experience.
• Help ensure the team is complying with internal standards regarding the use of guest contracts, physical and electronic.
• Preserve a general knowledge of 400 properties on our vacation rental program, and encourage the team to do the same.
• Promote knowledge of local beaches, events, and area attractions to engage with guests and promote the area as a vacation destination.
• Continually educate themselves with leadership or vacation rental management information.
• Be available outside of normal working hours to assist staff or management with issues that arise.
• Be knowledgeable in company policies and procedures and proficient in training and coaching for team development.

Preferred Qualifications & Competencies:

• Attitude and Initiative… It is essential to present a friendly, helpful and ‘can-do’ attitude to everyone: teammates, owners, guests, visitors, vendors, etc. The ideal candidate shows initiative and acumen to make decisions and provide solutions to problems, this may include the ability to think outside the box and being creative in problem solving.
• Excellent Communication & Diplomatic Skills… The ability to communicate concisely, effectively and professionally regarding reservations, property owner’s problems, solutions to guest issues, etc. When addressing any guest issues, it must be in the foremost thought of how to handle the situation that would keep the homeowner appeased.
• Front Desk Procedures… A strong background in providing the highest possible standard of Customer Service for guests and property owners, providing information and assistance to those you interact with, operating under the best practices for check-in and check-out procedures along with accurate arrival and departure reporting.
• Escapia… Knowledgeable and proficient in the use of Escapia for daily, weekly, and monthly reservations, along with following all reservation guidelines.
• Departmental Knowledge… An overall knowledge of the vital functions performed by the supporting departments (Owner Services, Maintenance, Housekeeping, Marketing and Accounting) is desired.

Position Type and Expected Hours of Work:

This is a full-time position for a mid-level professional. The successful applicant must be available to work Saturdays, as well as full weekends during peak season (May through September). Personal time off must be scheduled outside of this time period.

Education and Experience:

The ideal candidate will have an associate degree OR two to four years of related experience and/or training. A combination of education and experience in similar customer service/vacation rentals atmosphere with progressive supervisory and responsibility levels is also preferred.

Salary : $21 - $24