Beehive / Guest Services Supervisor

Job Description
Please note that this is not an exhaustive list of everything that needs to be done! Within the Auberge family, our people always find new ways to look after the business, their guests, and their teammates. Within this, the key responsibilities for this position are:
General
Spearhead training for new agents and phone operators alongside the DOGS and DOFO
Monitor the team’s meal breaks
Review checklist for completion and delegate if needed.
Maintain complete knowledge of:
All resort facilities/services/hours of operation;
Entertainment/special events scheduled in resort;
Guest functions taking place, including guest names, location of events.
How to utilize Property Management System (Opera)
How to utilize Point of Sale System (Lightspeed)
Maintain discretion and confidentiality of all guests and hotel information
Accommodate all requests in a friendly manner. If unable to accommodate guest requests always offer alternative options
Handle guest complaints or problems immediately, ensuring guest satisfaction. Communicate all of the above to management to ensure communication to all necessary departments
Demonstrate punctuality and reliability
Clearly and pleasantly communicate in English, both verbally and in writing, using correct spelling and grammar, with guests, co-workers and management to their understanding
Maintain familiarity of all key resort personnel, owners, partners and key positions of all Auberge Resorts
Focus on very personalized and individual service.
Must work well with others as well as work alone
Effective Problem Resolution:
Well groomed, professional appearance
Be able to multitask and wear many hats
Beehive
Maintain complete knowledge of In-room dining order taking, procedures and menus
Answer all hotel incoming phone calls and connect to the appropriate department, guest, or outlet
Answer department telephones within three rings, using correct greeting and telephone etiquette
Provide weekly training to the team alongside DOGS when it comes to billing, AMEX FHR, rate codes, etc.
Monitor the team's meal breaks.
Review Alice SMS and ensure guests have been answered to. Delegate tasks if needed.
Guest Services
Greet and welcome guests with a warm, friendly and caring attitude and professionalism.
Provide exceptional guest service and is able to go above and beyond guests expectations.
Demonstrate effective communication and interpersonal skills
Handling guest check in and check out, including correct settling of guest folios.
Handle Concierge itinerary prior and during guests visit.
Delegate open folios and gift certificates. Ensure each team member understands both tasks.
Scan same day arrivals, and check that an amenity/card or FHR welcome letter has been printed.
Review amenity cards before leaving for the day
Rate of Pay:
$25 per hour