Job Details
** Member Concierge Supervisor**
**Job Category****:** Customer Service **Requisition Number****:** MEMBE02874 Showing 1 location **Job Details**
**Description**
**Duties:**
* Assist the Director with hiring and training all Reynolds Concierge/Guest Services staff.
* Scheduling of staff for Guest Services, Concierge, & Transportation
* Assist Manager & Director with performance evaluations and coaching and counseling of staff as needed
* Submit required paperwork to Human Resources
* Continuous staff training and development to include daily line-ups and a minimum of one all staff meeting a month.
* Continuous improvement and development of staff policies, procedures and training programs.
* Provide continuous updating and improvement of daily, weekly and monthly procedures.
* Provide department with current information on golf course closings, tennis court closings, restaurant closings, tournaments, and member events, etc.
* To be well informed of and insure the staff is, up-to-date on all event details and reservation procedures.
* Review labor productivity and effectiveness of all software systems being used by the staff.
* Notifying staff of local events and activities and have the ability to provide accurate descriptions of local restaurants and courses.
* Supervise day-to-day operations of the Concierge & Guest Services Areas.
* Prepare and distribute all outlets with Lifestyle Guest itineraries and daily Member Activities.
* Daily and weekly review of tee sheets, restaurant reservations, and member event sheets for spelling, accuracy, and applicable rules.
* Interact with guests & Members alike, being a resource for any challenges and assists in problem resolution until complete Member & guest satisfaction
* Assist Manager & Director in overseeing cottage rental program including, inspections, reviews, vendor interaction and Member/homeowner communications
* Assist Manager & Director in any projects related to the departments and community
* Tracks and organizes all regular vendor visits, ensuring staff is following correct key procedures
* Attendance to all Member event committee, Food and Beverage committee, Internal Food and Beverage, Internal Events, Operations, and Golf Operations meetings as needed.
* Insure information from all outlets is being communicated to the staff in a timely and efficient manner.
* Maintain regular communication with all outlets and organize large amounts of information from each individual area.
* Maintain a positive working relationship with all Reynolds Lake Oconee departments and Ritz Carlton staff.
* Assist the Director with yearly budget and monthly P&Ls.
* Work closely with all departments to make sure reservations are made correctly.
* Administrative duties to include distribution of weekly occupancy and Lifestyle guest reports to all departments.
* Participate in shift coverage at the Reynolds Concierge & Guest Service Areas when needed.
* Assist in maximizing the rental occupancy of all homes and cottages in the program.
* Any other administrative/supervisory duties as required by management.
**Qualifications:**
* College degree or equivalent work experience in the hospitality field.
* Prior experience with reservations or call center operations preferred; supervisory experience preferred
* Golf knowledge and experience in the hospitality industry is beneficial.
* Proficient in Microsoft Word, Excel, and aptitude to learn all software programs used.
* Must possess skills of diplomacy and tact while dealing with Members and guests.
* Ability to handle multiple calls while maintaining a calm demeanor.
* Pleasant speaking voice and ability to project personality through telephone conversations.
* Strong organizational skills and must be detail oriented.
* Knowledge of financial forecasting.
**Benefits:**
* Medical, dental, vision and life insurance
* Paid time off: 1 week vacation after 6 months; sick, personal days, and 10 holidays after 90 days
* 401(k) with company match
* Flexible spending and health savings accounts
* LTD and STD
* Employee discounts: food, retail merchandise, boat rentals
* Golf privileges
**Qualifications**
**Skills**
**Behaviors**
**:**
**Motivations**
**:**
**Education**
**Experience**
**Licenses & Certifications**