Job Description:

Summary

Responsible for supervising guest services, night auditor, valet, gatehouse and recreation personnel in conjunction with the Front Office Manager.

Essential Duties and Responsibilities:

• Provide unparalleled guest service while emulating top-tier service standards with a focus on personalized and anticipatory service while creating genuine connections with our guests.
• Expert knowledge of guest services duties with a lead by example mindset.
• Perform duties of a guest services agent at the highest level possible on a daily basis and assist other line-level associates as needed.
• Resolve any employee issues or concerns. Coach and counsel employees to improve performance.
• Resolve all guest challenges in a manner that exceeds the guest's expectations.
• Assist with training of all new personnel in the rooms department, including training on SOPs and Forbes standards.
• Anticipate potential problems and eliminate them through training and communication.
• Develop, implement, and maintain standard operating procedures with approval of the Front Office Manager. Update when necessary.
• Maintain excellent communication between rooms and all other departments.
• Keep personnel knowledgeable of all aspects of Castle Hill, such as, special events, area attractions, packages, promotions, group check-ins, etc.
• Maintain a system for communication new information and changes in policy to staff members.
• Oversee inventory and purchasing for the department.
• Take a monthly inventory of stationery and other supplies and purchase additional when needed, ensuring that purchase order is completed and signed first, and invoice is received and submitted to accounting before month end.
• Complete a monthly inventory of 'sportswear' items and submit to accounting before month end.
• Ensure that appropriate staffing levels are maintained in the event of schedule changes, staff call-out, and all other circumstances.
• Ensuring the safety of personnel by keeping a hazard free work environment.
• Assist other departments as necessary.
• Submit receipts/invoices from the petty cash draw to accounting (every time a receipt is placed in the draw it has to be submitted), weekly in season, bi-weekly or monthly off season.
• Maintain a working knowledge of the Newport Restaurant Group business units, ESOP, company benefits and policies.
• Act as liaison between the current property management system and Castle Hill.
• Daily balancing of Maestro (property management system).
• Knowledgeable of the Toast (dining room's point of sales system).
• Check scheduled employees punch times at the end of each week and submit payroll documents (process weekly payroll for the department).
• Complete initial check on Sunday and finalize payroll Monday prior to 2pm.
• Update the Payroll Forecast with the information from payroll and the Revenue Recap that is sent out weekly.
• Prevent loss at all times.
• Monitor and update the deposit reports (daily).
• Assist with interviewing candidates for front desk, reservations, night auditor, valet, recreation and gatehouse positions.

Supervisory Responsibilities:

Manages subordinate employees in the following positions: guest service, valet, gate attendant, beach attendant. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include, but are not limited to, training new employees, planning, assigning and directing work, addressing complaints and resolving problem.

Competencies:

• Customer Service - Manages difficult or emotional guest situations; Responds promptly to guest needs; Solicits guest feedback to improve service; Responds to requests for service and assistance.
• Interpersonal Skills - Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Written Communication - Writes clearly and informatively.
• Judgment – Always uses good judgment with respect to making decisions.
• Organizational Support – Follows policies and procedures.
• Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Attendance/Punctuality – Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction.
• Initiative – Volunteers readily; Asks for and offers help when needed.