Guest Service Training Supervisor

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Auberge The Lodge at Blue Sky
  • Post Date: May 22, 2021
  • Applications 1
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Job Overview

The Guest Service Training Supervisor will ensure the Guest Services Team is offering exceptional service and a warm welcome to all on and off property guests who enter the reception area in accordance with Auberge Resorts and The Lodge at Blue Sky standards.  Ensuring that all telephone and email inquiries are answered and handled professionally in a timely manner, and all team members are knowledgeable about the property and surrounding area.  Trains Guest Services Team members in an accurate and calm efficiency, focusing on processes including and not limited to organizing guest pre-arrival, checkin, checkout, and billing operations. Serves in MOD capacity and supports Front Office leadership as needed.


Core Responsibilities

Please note that this is not an exhaustive list of everything that the Guest Services Training Supervisor will assist with.  Within the Auberge family, our people always find new ways to look after the business, their guests, and their team-mates.   Within this, the key responsibilities for this position are:

  • Help create and execute training plans for new team members and team members who need follow up trinings. 
  • Train team members on how to offer a genuine, informative, and personalized guest experience.
  • Using the guest’s name whenever possible and appropriate.
  • Help coordinate and execute all guest requests in a timely manner. 
  • Work closely with other Guest Service employees and Housekeeping to ensure that rooms are ready for arrival as well as  receive stay over and turn down services daily. 
  • Communicate with Reservations about last minute bookings, stay rate packages, and other pertinent information. 
  • Prepare arrival packets and departure billing nightly.
  • Process check-in, review registration card and billing details, share property information and ensure all guest preferences and needs are met.  
  • Arrange for bell and valet service if requested, provide directions for the guest when appropriate. 
  • Coordinate with multiple departments to ensure guest expectations, preferences, amenities and stay itineraries are seamlessly executed to achieve a memorable experience for each and every guest.
  • Ensure a lasting great impression upon the guest’s departure. When possible and appropriate, inquire and acquire feedback on guests’ stay; convey information to appropriate parties for necessary follow up.
  • Maintain complete knowledge of property and other information including the following:
  • All property facilities/services offered and hours of operation
  • All unit types, layout, décor, attributes and locations
  • Daily stats, including availability, arrivals, and departures
  • Entertainment/special events scheduled on the property and in the area
  • Directions to/from the property to/from airports, towns, entertainment, and other major landmarks
  • General info, descriptions, and directions for local services, restaurants, skiing, hiking and other points of interests.
  • Work together as a team with the Guest Services Team to ensure a smooth and seamless operation.
  • Ensure all resident/guest needs are met throughout their stay.  
  • Engage guests in a gracious and professional manner as they come in contact with the guest reception area.
  • Assist and ensure effective guest incident resolution.  Work closely with fellow guest service associates and other departments to resolve any challenges; ensure follow-through and exceed guest expectations, surprising and delighting guests whenever possible. 
  • Accurately input guest contact information. Add information to guest history such as; previous stay experience, special occasions, preferences, and other pertinent information.
  • Ensure all billing and financial transactions are accurately and efficiently prepared and executed on behalf of guests before, during and after their stay.
  • Make suggestions for improvements in overall department and property operations with an emphasis on increasing guest satisfaction, revenue and reducing costs.
  • Participate in and support Blue Sky’s efforts towards sustainability and environmental initiatives.
  • Be knowledgeable about all guests and groups arriving at The Lodge at Blue Sky. 
  • Perform other duties as directed, developed or assigned.


Required Qualifications

  • A genuine affinity for interacting meaningfully and positively with Lodge teammates.
  • Ability to satisfactorily communicate in English with colleagues and management to their understanding.
  • Self-confidence and leadership skills
  • Minimum two years as a Concierge or Guest Services Associate at a luxury resort
  • Excellent service, etiquette, and protocol skills and knowledge.
  • Familiarity with Northern Utah (particularly the Park City/Summit County area), its geography, recreation opportunities, restaurants, events, sights, and other places of interest.
  • Drive to learn multiple computer programs and continually refine processes.. 
  • Ability to clearly communicate in English with guests, employees, owners, and management both orally and in writing.
  • Ability to handle multiple tasks at the same time seamlessly, prioritizing with utmost care for the guest experience, including balancing operating computer programs, in-person guest needs, and professional telephone interaction.
  • Ability to think critically and solve problems as they arise.
  • Ability to be a clear thinker and remain calm under pressure
  • Ability to maintain the confidentiality of guest information and designated hotel data.
  • Ability to work cohesively with other departments and individuals as part of a team.
  • Ability to prioritize and follow up on work assignments.
Job Detail
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