Concierge Supervisor

Essential Functions:

• Optimize revenue by ensuring staff are familiar with activities, pricing and availability.

• Creates activities desk schedules

• Works with relevant managers to ensure proper coverage of concierge desk through the weekly schedule

• Be familiar with occupancy and drive activities on days where late departures can be granted to capture more revenue on guest departure days.

• Be proactive by discounting activities to increase booking during low-demand times

• Streamline ways to monitor booking activity and provide analysis on how to increase bookings and capture additional spend.

• Foster relationships between the F&B, Recreation, Reservation team to ensure activity and dining bookings are being made available based on guest demand.

• Generate ideas to come up with creative experiences that are property specific

• Create standards for activity center operation to ensure optimum service levels are being met 

• Analyze and respond to Medallia surveys. Foster relationships with guests and build loyalty for future business.

• Ensure proper information is being shared to in house guests and guests who have reservations

• Be familiar with front desk operations to oversee problem resolution or manager on duty responsibilities when needed

• Conduct Situational MOS to ensure staff are representing the department and resort in a way that increases guest knowledge of amenities/activities.

• Provide coaching and teach selling strategies to ensure staff are confident with available offerings.

• Ensure associates are engaged with their work and that the individuals have the correct tools and equipment to perform their duties.

• Provide solutions to problems that arise between other departments and the front office staff

• Review group resumes and effectively communicates needs to the front office team

• Support the loyalty ambassador and take on this role’s responsibilities in the absence of the loyalty ambassador

• Trains individuals for the history tour and conducts the tour when needed.

• Oversees amenity program and conducts training for new associates in ALICE

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Tools and Equipment:

• Computer and printer, typewriter, pen/pencil, photo-copying machine, facsimile machine, Alice, Resort suite, Opera, synergy.

Working environment:

• Interior and on occasion exterior of hotel with exposure to weather conditions.