Guest Services Supervisor at The Blake

Description

As the Guest Services Supervisor, it is your job to support the Front Office Manager in building and managing the team that engages guests in our dynamic and unique environment. You help develop unmanufactured relationships, inspiring your team to create a genuine, once-in-a-lifetime experience for our guests, from arrival to departure. You are passionate, adventurous, and open-hearted, with an unrehearsed sense of hospitality, and have the ability to balance the diverse needs of your team and guests amid constant change. As the Assistant Front Office Manager, you will support all supervisory responsibilities including hiring and training staff and providing ongoing coaching to ensure excellent guest service while following all hotel and front office policies and procedures.

You are a proactive and tenacious problem solver willing to put the guest first in all circumstances. You have strong guest service and professional bearing, a positive personality, can multi-task, have good financial acumen, and work diligently to improve the workplace for employees and guests. As Assistant Front Office Manager, you are a team player who not only trains and motivates your team, but you are also willing to work closely and assist other Taos Ski Valley departments. You conduct yourself with safety in mind and undertake all job requirements in a manner which will guarantee a safe environment for yourself as well as The Blake's guests and fellow associates.

This job description is intended to be a broad description of duties. You will be asked to carry out all responsibilities in accordance with the organization's policies and applicable laws. Specific information on duties and policies can be found with your supervisor or in the Employee Reference Guide. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

Essential Job Responsibilities:

• Conducts oneself with safety in mind and undertakes all job requirements in a manner which will guarantee a secure & confidential environment for oneself, guests, and fellow team members.
• Supports supervisory responsibilities of training, supervising, coaching and empowering Front Office staff in all aspects of the hotel operation including guest service, security and safety.
• Responsible for statistical reporting. This includes daily occupancy reporting, cash tip reporting, and explaining any questionable transactions related to billing.
• Acts as Supervisor on Duty when the Front Office Manager is off property, ensuring all hotel operations run smoothly.
• Acts as a liaison between the hotel and Taos Ski Valley's reservations and sales departments.
• Reviews hotel inventory daily/weekly. Is aware of hotel occupancy at least one month out.
• Communicates with other managers, as applicable, any need period, sell-out or over-sold dates, special requests, VIP arrivals, etc. Addresses with revenue manager any oversold issues. Provides guidance to reservations & sales on availability of inventory for group blocks.
• Functions as a Guest Reception Agent, Bell / Valet, Phone Operator, Concierge and/or Night Auditor whenever business levels require.
• Conducts oneself with integrity, respect and compassion, recognizing that everyone's unique attributes contribute to the overall success of TSV.
• Strives for open, honest, and effective communication to build trust in our relationships with guests and fellow employees.
• Supports all other outlets and departments when needed.
• Acts as liaison between FOH and Accounting regarding daily and monthly reports.
• Performs all other duties as assigned or requested
• Reliable attendance on all scheduled workdays
• Other duties as assigned

Personal Skills:

• Strong personal character and commitment to Taos Ski Valley, Inc.'s Vision, Purpose, and Values.

• Provides a guest experience that exceeds the guest's expectations.

• Ability to gracefully and humbly accept criticism and opportunities for growth.
• Ability to stay positive, focused, and constructive when faced with setbacks, challenges, and while working in an ever-changing environment.

Qualifications/Knowledge:

• Ability to work a flexible schedule including weekends, holidays, and evenings.
• Bachelor's Degree or equivalent work experience preferred.
• Excellent computer skills, including Word and Excel as well as reservations systems. Experience with reservation software preferred.
• Solid understanding of hotel reservations and revenue management, guest service, guest recovery, billing and building a strong positive team environment.
• Strong organizational skills, communication skills, attention to detail, problem-solving skills, guest service, ability to adapt to a changing environment, take constructive criticism and frequent coaching well and accurately follow instructions, both verbally and written.
• Must be willing to ask for help and/or clarification
• Possess a valid driver's license and ability to successfully pass an MVR check.
• Experience in a hotel front office supervisory role preferred. Hotel experience preferred.
• Fluent in verbal and written English, other language skills preferred.

Work Environment:

Taos Ski Valley, Inc. is often a fast-paced work environment, especially during Holiday and Peak days. TSVI is in a high-altitude alpine environment. Position may require travel on uneven, snow-packed, or icy terrain and may be exposed to wet, cold, and/or humid conditions. Must be able to work in close quarters and with other staff.

Physical Demands of Position Include:

Frequently lifting 10-25 pounds and occasionally lifting 50-75 pounds. Sitting approximately 30-40% of the time. Walking, reaching and bending approximately 30-40% of the time. This position requires individuals to speak and listen as they interact with guests frequently. This position will require individuals to be out in winter conditions 10% of the time.

Background Check:

Positions dealing with children, of safety-sensitive and/or confidential nature, require driving or positions that handle cash may require a background check and MVR check. Employment is contingent upon a favorable background check and MVR check.