Guest Relations Supervisor - Property Management

Overview

The Guest Relations Supervisor will support Property Managers and the Director of Front Office by leading all aspects of property management guest relations while also assisting Front Office operations. S/he/They has the ability handle and resolve guest concerns while maintaining the AAA Four Diamond standards.

 

They will always conduct themselves in manner which supports the Core Values of Sunriver Resort: Trust, Commitment, and Open & Honest Communication

 

The Guest Relations Supervisor shall strive to always provide exceptional service to both internal and external guests. S/he will be responsible for exemplifying the Sunriver Resort Culture as well as promoting Sunriver Resort as both the vacation destination and employer of choice!

Responsibilities

• Handles all guest related concerns including complaints and emergencies.
• Offers warm and sincere welcome/farewell for all guests of Sunriver Resort including use of guest name & good eye contact with each guest.
• Trained on all front desk, and concierge responsibilities. Assists in operations as needed.  
• Be knowledgeable of all arriving/departing and in-house guests.
• Be knowledgeable of all tours/groups.
• Works closely with Housekeeping, Engineering, Sales, and Conventions to ensure exceptional guest satisfaction.
• Attends appropriate resort, division and department meetings.
• Reviews guest feedback through Revinate and communicates information to staff to ensure continual guest satisfaction.
• Responds to all online reputation platforms and guest surveys.
• Maintains a strong knowledge of hospitality trends and issues.
• Assures guest service standards are being applied by all guest services team.
• Assists with maintaining a strong morale and spirit throughout guest services.
• Maintains records for all VIPs, special requests, etc. Point of contact for all VIPs. 
• Maintains an up to date working knowledge of all resort amenities as well as any special events.
• Provides accurate directions and resort information for guests.
• Makes dining and activity reservations for guests.
• Upsells other resort services and amenities to guests.
• Answers incoming guest calls, transfers calls appropriately and relays messages accurately.
• Logs all guest issues and provides appropriate follow-up to guests.
• Always maintains a professional demeanor and attitude.
• Communicates all pertinent information to the appropriate individuals.
• Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Understands and executes all emergency/incident procedures.
• Acts with responsibility towards all company property, supplies and equipment.
• Maintains a professional appearance. Follows all Sunriver Resort dress code standards.
• Remains alert, courteous and helpful to the guests and colleagues at all times.
• Performs other duties as assigned.

Qualifications

• High school diploma or equivalent
• Prior hospitality experience preferred
• At least one year customer service experience preferred
• Must have a valid drivers license and be able to pass a MVR check
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