Purpose and Scope:

Responsible for supervising the daily operations of the Guest Services area. The major areas of supervision include: Front Desk, Transportation, Valet, & Bell Stand. Oversee the human resources and operations of the Guest Services area. Provide top quality customer services and hospitality to create guest experiences that will exceed expectations. Recommends and implements services and procedural changes. Monitors and controls expenses within approved budget constraints.

Essential Functions:

• Supervise the daily operations of the Guest Service areas to comply with LSOPs and SOPs, safety regulations, and to ensure an optimal level of quality service and hospitality are provided to the hotel guests.
• Lead the Guest Service employees; interview, schedule, train, develop, empower, coach and counsel, recommend performance reviews, resolve problems, provide open communications, and recommend discipline and termination as appropriate.
• Plan and direct the transportation needs for groups, corporate customers, and individual guests.
• Plan, implement, and supervise the maintenance program for Resort vehicles, equipment, and Guest Service areas to protect the assets, ensure optimum performance, and to ensure guest and associate safety and satisfaction.
• Monitor and control the Guest Service's budget to minimize expenses and control labor expenses through schedule approval process and ensure budgeted productivity.
• Follows and enforces cash control procedures and guidelines and responsible for financial reporting.
• Respond to all guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
• Handles sensitive guest recovery operations and liaise with Director of Operations on all issues/feedback raised in internal and external reports as it pertains to guest satisfaction
• Motivate, coach and counsel all front office team members according to company standards by ensuring positive employee relations.
• Maintain a professional working relationship and promote open lines of communication with managers, team members and other departments. Work closely with Rooms Division including Housekeeping, Engineering, Security, and Valet to ensure efficient and effective operations and to continuously improve service.
• Attend required Rooms, Operations, BEOs, Resume, Safety and Leaders Meetings.
• Acts with integrity, honesty, respect and enthusiasm consistent with the Resort culture

Knowledge and Skills:

Education: Prefer BA in hotel management or equivalent experience.

Experience: Three to Four full years of employment in a related position with this company or another organization(s).

Skills and Abilities: Requires thorough knowledge of guest services. Proven ability to supervise and manage others. Ability to make decisions guided by established policy and procedures. Oral and written communication skills. Requires knowledge of business and management principles involved in strategic planning, resource allocation, financial acumen, human resources modeling, leadership technique, and coordination of people and resources. Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Property Description:

Streamsong® Resort was developed by The Mosaic Company in 2012 and is founded on a commitment to its surrounding resources. This year, Streamsong is celebrating its 10th anniversary of providing unparalleled experiences and operational excellence to guests across the globe. From awe-inspiring golf courses and legendary bass fishing and sporting clay shooting to sumptuous dining and ethereal spa experiences, Streamsong operates in concert with its environment. This deep appreciation for the land's inherent beauty has helped to create an unparalleled luxury resort, including 228 spacious accommodations in a modern lakeside lodge and clubhouse. Leading golf and hospitality management company KemperSports has managed golf course operations since 2012 and resort operations since 2021. For more information, visit www.streamsongresort.com.

KemperSports Management is an Equal Opportunity Employer