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About The Resort at Paws Up The Resort at Paws Up is America's premier luxury ranch resort. Set on a 37,000-acre ranch, Paws Up embodies the spirit of the American West. It's a family owned and award-winning destination that truly inspires. Purpose The role of the Guest Services Supervisor to supervise and participate in delivering high-level customer service to guest while safely transporting guests to and from the airport and various locations on or near the property. The Primary Functions are:
Oversee and train Guest Services Agents according to the department and Resort standards.
Work with the Guest Services Managers in reviewing daily Resort reports to prepare Guest Services Agents for arrivals/departures, special guest requests, service expectation, and TLC’s for the day.; Update department Transportation Board with information and ensure awareness with Agents on shift.
Provide day-to-day guidance and oversight of Guest Services team members; actively train, coach, and recognize performance.
Lead and assist team in the guest transportation needs.
Ensure that resort service standards are always implemented and followed with guests and other team members.; Greet guests in a professional and friendly manner.
Respond to guest and management inquiries and requests in a courteous and timely manner, over the phone on The Resort App or in-person.
Drive and operate gasoline or diesel-powered multi-passenger vehiclses to transport guests safely.
Ensure that pre and post-tip vehicle inspection reports are completed throughout shift.; Check condition of the vehicle’s tires, brakes, windshield wipers, lights, oil, fuel, water, and safety equipment to ensure everything is in working order.
Comply with The Resort traffic, public traffic, and highway safety rules and regulations in operating vehicles.
Keep vehicles’ interiors/exteriors clean at all times.; Wash and detail The Resort vehicles used for guest transport.
Deliver guest vehicles to respective accommodations.
Record all transfers properly on individual employee logs.
Pick-up and drop-ff guest from the airport ensuring that transportation is timely for the flight arrivals/departures.
Report delays, or other traffic and transportation situations, using telephones.
Regulate heating/cooling, lighting and ventilation systems for passenger comfort.
Assist with the guest check-in/out process with The Resort by reviewing guest’s itinerary with them and collecting signatures on the activity’s liability waiver.
Provide property accommodation tour upon drop-off to lodging accommodation.; Deliver guest luggage from vehicle and place on luggage racks.; Inform guests of notable elements and operation of lodging accommodations.
Pick-up guest from their accommodations or various location on property and take them to and from scheduled activities, spa treatments, and dining outlets.
Ensure that guest transportation is at the pick-up location five minutes before requested time.
Communicate any transportation or guest issues to the Guest Services Manager immediately for proper quest recovery.
Submit reports at the end of every shift to properly communicate work duties, guest requests, arrivals/departures, etc. for the next Guest Services Supervisor on duty.
Answer phones in a timely and courteous manner while following the company’s phone etiquette standards.
Present a professional and courteous demeanor both on the phone and in person.; Ensure that Agents comply with appearance and communication standards.
Converse with the guests at a high level, being aware of their needs and fulfill special guest requests as instructed by management or the guest directly.
Ensure confidentiality of guests before and throughout their stay.
Keep up-to-date knowledge on all menu items including preparation, any allergens, and alternative preparations; Communicate food restrictions to Food & Beverage and Culinary teams.
Maintain up-to-date awareness of Resort information and amenities.
Follow and complete daily department checklists.
Maintain clean and clear work environment while staying organized and efficient.
Maintain a high level of attention to detail at all time.
Communicate and maintain timelines and priorities.
Provide information to supervisors, co-workers, and staff by telephone, in written form, e-mail, or in person.
Improve service by communicating and assisting to understand and guest needs, providing guidance, feedback, and individual coaching when needed.
Perform other duties as Guest Services Management assigns.
Maintain flexible hours to accommodate guest needs, due to the cyclical nature of the hospitality industry; Position requires full availability including evenings, weekends, holidays or as needed.
Looking for Team Members with:
High school diploma, GED or vocational training or job-related course work
Minimum 2 years of experience in customer service
Minimum 2 years of experience of supervising a mid-size team
Proven ability to lead and supervise a team
Proven experience with Microsoft Office (Outlook, Word, Excel and PowerPoint) and keyboard skills
Proven customer services skills, communication skills, and organizational skills
Ability to operate gasoline or diesel-powered multi-passenger vehicles
Has a friendly and professional manner under periods of high demands and with guest, team members, and management
Valid State Driver’s License with two years of driving experience
Team members can look forward to:
Carpool Reimbursement $5-$20/Day
Limited Housing Assistance Available
Employee lunch provided
Employee discounts on merchandise
Check it out for yourself!
Join The HERD (https://youtu.be/FvGzdXJubf8)
The Resort at Paws Up provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
