Guest Services Supervisor

Overlooking the glowing waters of Lake Geneva, The Abbey Resort & AVANI Spa is a treasured icon and the only full-service resort on the shores of Lake Geneva.  The resort is celebrating its 50th Anniversary in 2013 and is completing a multi-million dollar renovation of the exterior, meeting space, common area and spa.  The resort boasts a breath-taking setting on 90 acres of beautifully manicured grounds, award-winning dining and banquet facilities, nearby championship golf courses and a wide-range of outdoor activities.  With impeccable customer service, the team at The Abbey Resort consistently meets the needs and expectations of our guests.  The resort offers 334 luxury guest rooms including 13 suites and conference space featuring 40,000 square feet of flexible indoor/outdoor meeting space.  The 35,000 square-foot AVANI Spa enhances the resort experience with innovative spa treatments and modern luxuries. 

The Abbey Resort is the employer of choice for exciting opportunities in a professional and friendly team environment.  We are currently seeking a Guest Services Supervisor responsible for providing consistent, high quality customer service is delivered to all guests upon arrival and throughout their stay. 

The ideal candidate will have a minimum of one year supervisory experience in a full service Resort/Hotel or related field. 

• RESPONSIBILITIES/DUTIES:

   

   

  1. Supervises and coordinates the operation of the front service staff and the concierge staff.
  2. Supervises the activities associated with the arrival and departure of guests and the operation of the concierge desk.
  3. Promotes cooperation between Guest Services and all other departments.
  4. Coordinates with the Housekeeping department in all pertinent information to ensure a smooth running operation.
  5. Controls valet parking, guest transportation, luggage storage and delivery to guest rooms.
  6. Verifies with the Front Desk Manager all guest arrivals and departures.
  7. Aids guests with inquiries, requests, and complaints.
  8. Requisitions supplies and equipment for Guest Services and maintains a monthly inventory of the supplies.
  9. Schedules all personnel in the department.
  10. Counsels’ employees in the department regarding various problems.
  11. Disciplines subordinates when necessary.
  12. Maintains records of personnel performance, labor cost, sick leave and overtime in the department.
  13. Assists in training new employees in Guest Service and Concierge departments..
  14. Ensures effective operational relationships with all business to which we refer our guests.
  15. Utilizes all resort IT systems including SMS, Profitmark, Unifocus, Halogen, etc.
  16. Ensures that resort services are sold effectively to our guests including the Avani Spa, restaurants, activities and Marina Services.
  17. Maintains the Guest Service information manual to ensure that associates are updated regularly on new policies or special information.
  18. Ensures that the guest service log is utilized and that all guest requests, concerns, etc., are properly logged.
  19. Ensures the proper use, security, and maintenance of all equipment.
  20. Performs other related duties as assigned by the Director of Operations.
  21. Exercises the hotel's policies and procedures in reference to the aforementioned points.