Guest Service Supervisor

The Grove Resort & Water Park Orlando
Winter Garden, FL

Posted June 21, 2022

Guest Service Supervisor

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Come be part of something big, where you make dream vacations a reality for all that visit the Grove Resort & Water Park, an expansive 106-acre hotel destination located just six miles from Walt Disney World®. The opportunity to grow your career is endless and abundant. We want you to be part of our large family of fun and rewarding experiences.

Join Spire Hospitality in helping create unforgettable guest experiences.

We’re redefining hospitality with a focus on People,Passion, and Purpose. Join Us.

At SPIRE, we recognize that creating memorable guest experiences and delivering best-in-class performance for our investment partners begins with the team we have in place.

We know that every member of our team is vital to our ongoing success and has played an important role in achieving the industry-leading results we are known for today. Because we wholeheartedly believe that as a collaborative, focused, productive, and diverse team we go further, we always put people first.

When you join SPIRE, we ensure that you receive the support, tools, and opportunities you need to grow as an individual, and to excel in your hospitality career.

Job Overview

Provides guidance and leadership as the Front Desk Supervisor ensuring consistent quality customer service is delivered.

Responsibilities And Duties

  • Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service representatives in details of work. Observe performance and encourage improvement.

  • Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.

  • Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.

  • Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash make change and balance an assigned house bank. Accept and record vouchers, traveler checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.

  • Promptly answer the telephone using positive and clear English language. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

  • Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for guest service representatives and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and identifying the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.

  • Summon guest service personnel for assistance to escort guest to their rooms as appropriate.

  • Prepare daily forecast of expected arrivals and departures.

  • Provides safety deposit boxes for guest by escorting them to the vault room, assisting the customer in opening the deposit box lock. File access slips in box.

  • Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.

  • Use the photocopier to make copies of items as required.

  • File registration cards in room number order.

  • Retrieve registration cards from the files for each check out.

  • Perform other related duties as assigned.

Specific Job Knowledge And Skills

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.

  • Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

  • Ability to listen effectively and to speak English clearly.

  • Ability to access and accurately input information using a moderately complex computer system.

  • Ability to stand, walk and continuously perform behind the front desk.

  • Hearing and visual ability to observe and detect signs of emergency situations.

  • Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.

  • Ability to analyze and make judgments.

Qualifications

  • Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills and abilities.

  • No special license required.

  • Two years combined, prior front desk and supervisory experience preferred.

  • Additional language ability preferred.

Benefits:

We offer a comprehensive full-time benefits package consisting of medical, dental, vision, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accident or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more!

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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The Grove Resort & Water Park Orlando

844 Room Resort

The Grove Resort & Water Park Orlando

The Grove Resort & Water Park Orlando is an expansive 106-acre hotel destination located just six miles from Walt Disney World® Theme Parks, with free transportation to Walt Disney World® Ticket and Transporation Center (Near Magic Kingdom® Park). Set on Lake Austin and amid a portion of Central Florida’s conservation grounds, The Grove is a sanctuary from the boisterous pace of the outside world.

Spacious two and three bedroom suites with fully equipped kitchens, full-size washers and dryers, multiple bathrooms, and screened in balconies offer guests the comforts of home, while the resort’s hearty collection of amenities deliver the luxuries of a full-service resort.

Careers 

We’re Redefining Hospitality With A Focus On People, Passion, And Purpose. Join Us.

At SPIRE, we recognize that creating memorable guest experiences and delivering best-in-class performance for our investment partners begins with the team we have in place.

We know that every member of our team is vital to our ongoing success and has played an important role in achieving the industry-leading results we are known for today. Because we wholeheartedly believe that as a collaborative, focused, productive, and diverse team we go further, we always put people first.

When you join SPIRE, we ensure that you receive the support, tools, and opportunities you need to grow as an individual, and to excel in your hospitality career.