Job Description

The Guest Relations Supervisor will support Property Managers and the Director of Vacation Rentals by leading all aspects of property management guest relations. S/he has the ability handle and resolve guest concerns while maintaining the AAA Four Diamond standards.

They will always conduct themselves in manner which supports the Core Values of Sunriver Resort: Trust, Open & Honest Communication, and Commitment. He/She/They shall strive to deliver exceptional service to all internal and external guests at all times. In this role, they are responsible for exemplifying the Sunriver Resort Culture and actively supporting our Vision and Mission to be the destination of choice for our guests, owners, and associates.

Responsibilities

• Handles all guest related concerns including complaints and emergencies.
• Offers warm and sincere welcome/farewell for all guests of Sunriver Resort including use of guest name & good eye contact with each guest.
• Trained on all front desk, and concierge responsibilities. Assists in operations as needed.
• Be knowledgeable of all arriving/departing and in-house guests.
• Be knowledgeable of all tours/groups.
• Works closely with Housekeeping, Engineering, Sales, and Conventions to ensure exceptional guest satisfaction.
• Attends appropriate resort, division and department meetings.
• Reviews guest feedback through Revinate and communicates information to staff to ensure continual guest satisfaction.
• Responds to all online reputation platforms and guest surveys.
• Maintains a strong knowledge of hospitality trends and issues.
• Assures guest service standards are being applied by all guest services team.
• Assists with maintaining a strong morale and spirit throughout guest services.
• Maintains records for all VIPs, special requests, etc. Point of contact for all VIPs.
• Maintains an up to date working knowledge of all resort amenities as well as any special events.
• Provides accurate directions and resort information for guests.
• Makes dining and activity reservations for guests.
• Upsells other resort services and amenities to guests.
• Answers incoming guest calls, transfers calls appropriately and relays messages accurately.

Qualifications

EXPERIENCE & EDUCATION:

• High school diploma or equivalent
• Prior hospitality experience preferred
• At least one year customer service experience preferred

JOB REQUIRMENTS:

• Must have a valid driver’s license and be able to pass a MVR check
• Must have strong working knowledge of Microsoft Office programs
• Must be able to work well under pressure
• Ability to work a flexible schedule that may include evenings, weekends and holidays

WORKING CONDITIONS:

• Must be able to stand on feet throughout the shift, with intermittent periods of walking;
• Must be able to lift, carry, push & pull up to 50 lbs

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