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Benchmark’s company culture is central to our management philosophy. The company’s stated purpose is “to provide an entrepreneurial environment where determined people dare to create, share, and build futures.To be the “benchmark” by which all others are judged takes passion, courage, and dedication. We invite you to explore our extraordinary offering of unique opportunities, all with a common goal of providing an unforgettable journey.Job Description Summary:A Guest Services Supervisor is responsible for overseeing Guest Service Agents, Reservations Agents, Valet & Bell Attendants on duty, transportation and logistics, valet, luggage assistance, concierge, doorman/greeter, airport operations, guest check-ins & checkouts, guest reservations & overall guest satisfaction & resolving guest complaints.Job Description:Ensure exceptional guest service is delivered at the front desk & thru guest services. Complete morning and evening Front Office reports. Resolve guest problems expediently and in a professional manner. Monitor fluctuations in occupancy and daily transportation manifests and change the schedule accordingly. Ensure group rooming lists are accurate and to coordinate any special group requests. Direct the efforts of the Front Office Employees, delegating work in a fair and equitable manner. Assist in the training and motivating of Front Office Employees. Attend required meetings as a representative of the Front Office. Solve basic computer problems. Perform additional duties as requested by the Guest Services Manager & Director of Rooms. MARGINAL FUNCTIONS:Acts as front of the house Manager on Duty in the absence of Guest Services Manager or Manager on Duty. Assists other departments as required.Technical Requirements:· Be solution oriented in resolving customer complaints to benefit of guests and the property.· Assure guest expectations are exceeded through continued training, coaching & counseling.· Work closely with Housekeeping, Engineering, Food & Beverage, Catering and Sales to assure groups and special functions are handled smoothly.Supervisory Requirements:· Clear, concise written and verbal communication skills.· Demonstrate team building experience.· Demonstrate ability to lead by example.· Instill a guest service attitude in all employees.· Instill a "can-do" & “anticipatory” attitude in self & in team members · Coach employees how to resolve and de-escalate conflicts.· Instill a calm, organized approach in all situations.Business Skills:· Strong technical skills.· Excellent time management skills.· Strong organizational skills.· Excellent knowledge of computers.· Strong customer service orientation and skills.· Excellent listening skills.· Exceptional detail in follow-up.· Ability to think on your feet & resolve problems.· Assume responsibility/accountability & ownership.Must be available to work holidays, weekends and have an open availability.BENCHMARK®, a global hospitality company, is a trailblazer in the development, management, marketing and owner‐advisory services of resorts, hotels, conference centers and exclusive private clubs. In addition to the company’ iconic Benchmark Resorts & Hotels portfolio, the Gemstone Collection is a distinctive luxury portfolio of independent hotels & resorts in highly preferred destinations.BENCHMARK’S distinguished and proven reputation is deeply‐rooted in core values that are focused and aligned with exceeding ownership and stakeholder performance expectations. The combined portfolios feature nearly 70 unique and distinctive properties domestically and internationally. The company leadership and valued employees are passionately committed to delivering the industry’ most authentic, enchanted, soulful, vibrant, unrivaled and memory‐making experience.BENCHMARK’S progressive “Be The Difference” culture and values are a cornerstone to the company’s nearly 40 years of extraordinary achievement and prosperity. Many properties have been recognized with the Benchmark Conference Centers® mark of meeting excellence. www.benchmarkglobalhospitality.com
