Guest Services Supervisor

Employer: Turner Enterprises Management, LLC
Job Title: Guest Services Supervisor
Location: Raton, NM
Division: Ted Turner Reserves
Department:  713-Rooms
FLSA Status: Non-Exempt
Pay Type: Hourly
Position Type: Full Time / Benefits-Eligible
Supervisory Position: Yes
Housing Provided: Yes

TED TURNER RESERVES SUMMARY
Ted Turner Reserves (TTR) experiences and journeys are individually crafted and tailored to their specific North American locales: Turner’s Ladder, Armendaris and Vermejo Reserves and Sierra Grande Retreat in New Mexico.  These unique adventures are intended to deliver insightful and exhilarating experiences across 1.1 million acres of private ranchlands while also providing extraordinary guest service.  Ted Turner Reserves is committed to making a difference by inspiring individual action to preserve the integrity of our earth and the creatures that inhabit it.

LOCATION SUMMARY
Vermejo, a Ted Turner Reserve, located in northern New Mexico and southern Colorado, spans over 550,000 acres making it the largest Ted Turner Reserves vacation property.  With its unique location in the southern Rocky Mountains, Vermejo is home to abundant wildlife populations such as elk, deer, pronghorn antelope, bison, black bears, mountain lions, and more.  Through extraordinary guest service and our expert adventure guides, Vermejo provides guests of all ages unparalleled opportunities for outdoor exploration with activities such as hiking, biking, horseback riding, fishing and wildlife viewing for a truly unforgettable getaway. 

ESSENTIAL DUTIES & RESPONSIBILITIES
The Guest Services Supervisor is responsible for the oversight of sales, reservation and activity bookings, and services offered on the Reserve. This position supervises the Guest Services team.

As a Guest Services Supervisor, the job duties include, but are not limited to the following:

• Effectively and efficiently manage multiple complex tasks and projects.
• Supervise and train employees as well as organize, prioritize, and delegate work assignments.
• Manage and ensure accuracy of the activities schedule workbook, spa calendar, dining room reservations worksheet and maestro billing.
• Manage and ensure accuracy of the Maestro PMS so that all guest reservations have complete and correct information from check-in to check-out.
• Train and lead Guest Service Agents to be engaged in guest stays to ensure the highest quality of guest experience.
• Manage weekly schedule for the Guest Service Agents.
• Ensure the Guest Service Agents are following policy and procedures and make any additions/adjustments as needed.
• Prepare and Delivery weekly deposits.
• Manage and ensure accuracy with the Daily Status Sheet
• Manage timecards of Guest Service Agents through ADP.
• Manage any outstanding folios with guests, vendors, contractors & employees.
• Responsible for equipment, uniforms, supplies, and inventory of the front desk.
• Ensure that all activities, culinary adventures, dining reservations, spa appointments and special requests are confirmed and reconfirmed for guest stays. Maintain communication with all associated departments.
• Ensure Guest Service Agents are confirming and reconfirming all updates/changes to the guest itinerary, including coordination with the Activity department and the Food & Beverage Team to ensure all activities, food & transportation is accommodated.
• Assist with inspecting rooms for cleanliness before guest check-ins.
• Inspect guest common areas and report back to housekeeping or maintenance any areas that need attention.
• Identify opportunities to maximize departmental revenue goals by presenting private event and guide options to enhance the guest experience.
• Maintain strong communication with all departments prior to guest arrival and throughout guest stays. Communicate guest requests and changes when they occur to the appropriate departments.
• Invest in the guest experience from the time of booking through the guest departure to ensure satisfaction at every step of the experience.
• Assist in the hiring and interviewing process for Guest Service Agents and periodically evaluate their performance of assigned duties.
• Assist other departments as needed.
• Assist the Rooms Department Manager with scheduling as needed.
• All other duties as assigned.

SUPERVISORY RESPONSIBILITIES
This job has supervisory responsibilities.   In the absence of the executive council management, this position is expected to interact with management personnel and line level staff to oversee guest services.

COMPETENCIES & CHARACTERISTICS
To perform the job successfully, an individual should demonstrate the following competencies:

• Must demonstrate attention to detail, congeniality, integrity, and sound judgement.
• Must have excellent problem-solving skills, ability to work alone or with a team, follow direction and take initiative when appropriate.
• Must possess strong written and verbal communication skills.
• Must demonstrate care and compassion for team members both inside and outside of the department.
• Must be self-directed, energetic, and motivated with multi-tasking capabilities.
• Must demonstrate clean work habits.
• Must be creative and willing to work with existing core TTR philosophy and style.
• Speaks about others inside and outside of department in a positive light.
• The successful candidate will always conduct themselves in a professional manner in and out of the work setting.

ACCOMMODATIONS
Position may require applicant to live on Vermejo headquarters approximately 40 miles from the closest town. Vermejo’s location is approximately 4.5 hours’ drive south of Denver or 4.5 hours’ drive north of Albuquerque.

Vermejo Park Reserve offers single- and double-bedroom dorm room style company housing (subject to availability) and 3 meal per day served in the Employee Dining Room.

Employee may be subject to sharing a room with one other employee depending on the availability of a single dorm room.

LANGAUGE SKILLS
The employee must possess excellent communication skills, written, via phone, and in person.  The employee must be fluent in English, both written and verbal. 

EDUCATION AND/OR EXPERIENCE
A high school diploma or GED is required, and some college experience in Hotel/Restaurant or Hospitality Management is highly preferred. 3-5 years in high-end hospitality experience in a luxury hotel/resort setting is strongly preferred.  1-2 years in the Rooms division of high-end hospitality is highly desirable.

CERTIFICATES / LICENSES
If position requires operation of a vehicle, the employee must possess a valid Driver’s License or be able to obtain one within 30 days of employment. The employee’s driving record must meet the standards and requirements of the Company and the Company's insurance carrier.

OTHER QUALIFICATIONS

• The employee must adhere to Company and Reserve policies and procedures, which are included in the Turner Enterprises Management, LLC Employee Handbook, and the Vermejo Reserve Addendum.
• The employee must present documentation establishing both identity and employment authorization within three days of hire, pursuant to federal law.
• The candidate will be subject to undergo pre-employment drug test and background check, (after offer is given but before applicant has commenced work). Random drug tests are given throughout the year.
• The Company operates as a drug free/smoke free workplace. Smoking is not allowed on the Reserve property, to include but is not limited to, Reserve housing, Reserve vehicles, Reserve offices or on Reserve machines.
• The employee will be required to sign a confidentiality agreement.
• The employee will be required to work some weekends.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. Employee must occasionally lift and/or move up to 50 pounds or more.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be required to work long hours, and the employee may be exposed to wet and/or humid conditions, outside weather conditions and extreme heat. The employee is occasionally exposed to vibration. The noise level in the work environment is usually low to moderate.

The work environment involves typical exposure to office noises and interruptions such as printers, phones, guests, and co-workers.  Work will involve exposure to computers, phone, and other electronic devices.

*In accordance with applicable law, the Company will reasonably accommodate any disabled individual who requests an accommodation that will allow him/her to perform the essential job duties or functions of his/her position. Accommodation inquires must be made to the Company’s Human Resources Department for consideration.”

Turner Enterprises Management, LLC is an Equal Opportunity Employer and a Smoke Free/Drug-Free Workplace.

For more information, and to apply online, visit www.tedturner.com or https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=fef73240-d834-42e7-9814-43ab0ff0c077&ccId=19000101_000001&jobId=469691&source=CC2&lang=en_US.