The Guest Services Supervisor plays a key leadership role in delivering exceptional hospitality by overseeing the day-to-day operations of the Guest Services team including reservations, guest check-in/check-out, guest passes, and concierge services. This position ensures a smooth guest experience and plays a key leadership role in delivering exceptional hospitality. Coordinates lodging for various Group Sales guests such as wedding parties, family reunions, and corporate groups.

This is a full-time, non-exempt (hourly) position reporting to the Director of Lodging. Benefits include health insurance, dental, vision, short-term disability, long-term disability, life and AD&D insurance, Paid Time Off, paid holidays, and a 401k with company match.

Essential Job Functions:

• Supervises day to day operations of Guest Service operations to ensure friendly, professional, and timely service for all guests.
• Schedules Guest Services Representatives to ensure proper staffing levels to meet demand and ensure welcoming and effective interactions.
• Ensures staff proficiency in property knowledge, Guest Services standard operating procedures (SOPs), selling techniques and computer skills.
• Promotes various offerings and services available at Rumbling Bald on Lake Lure to enhance the guest experience and drive revenue.
• Reviews all reservations for accuracy and completeness.
• Coordinates, monitors and updates availability and condition of rental units in LiveRez as directed by the Lodging Director.
• Ensures guest inquires, issues and complaints are resolved promptly and courteously.
• Coordinates group lodging reservations, including weddings, family reunions and corporate groups.
• Coordinates all guest pass requests, in accordance with Board approved policies. Responsible for the accuracy and timely collection of any guest pass fees paid at the Guest Services desk.
• Assists Lodging Director in budget preparation and tracks expenses to ensure budget compliance.
• Responsible for the accuracy of any cashier functions or gift card transactions performed at the Guest Services desk.
• Monitors overall guest satisfaction with Guest Services reservations and check-in.
• Performs other related duties as directed by the Lodging Director.

Other Job Functions:

• Assist with community-wide initiatives, events, or special projects as needed.
• Provide operational support during staffing shortages or emergencies.
• Participate in cross-departmental meetings or initiatives to enhance the guest experience.
• Offer feedback on system improvements and long-term planning related to Lodging operations.

Requirements:

• Minimum three years prior management or supervisory experience in front desk or guest services within the hospitality industry, preferably in hotels or vacation rentals.
• High school degree or equivalent required. Two years of college preferred.
• Strong customer service orientation with excellent verbal and written communication skills.
• Ability to multi-task and stay organized in a fast-paced environment.
• Must be able to work a flexible schedule to include evening, weekends and holidays.
• Proficiency with booking/reservation software (Northstar, LiveRez, and RueBaRue) and Microsoft Office is preferred.

Physical Requirements:

The physical demands described here are representative of those that must be met by the Guest Services Supervisor to successfully perform the essential functions of the role:

• While performing the duties of this position, this position is regularly required to communicate effectively, both verbally and in writing.
• The role requires moderate physical activity, including standing, sitting, or walking for more than four (4) hours per day and occasionally lifting or moving items weighing up to 50 pounds.
• Must be able to work in a variety of environmental conditions typical of Western North Carolina, including exposure to sunlight, rain, cold, and hot/humid summer weather while touring the property.
• Work environment involves some exposure to hazards or physical risks, which require following basic safety precautions.
• Driving a motor vehicle may be required to travel between locations on or near the property for operational needs. A valid driver’s license is required.