Butler Concierge Supervisor

POSITION SUMMARY:

Here at Nemacolin, our associates know to “Expect the Unexpected” – You have come across the career opportunity where entertainment and excitement are the job description. This position must be committed to making every experience memorable all while having fun and relishing the incredible atmosphere of the resort.

The Concierge Supervisor of the Hotel Complex will be responsible for assisting the Dir. of Butler Services in overseeing and coordinating the daily activities of the butler concierge team. This includes creating schedules, training, mentoring staff, ensuring high-quality service delivery, and maintaining positive relationships with guests.

Supervise the Butler Concierge Staff.  Directs all activities of the employees and ensures communications and follow-up on any problems that guests may encounter, guest requests, or special requirements. Interviews, training the staff. 

ESSENTIAL FUNCTIONS:

(The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for this position.)

· Reviews and monitors schedules of staff under their responsibility.

· Frequently tours the hotel to ensure maintenance and upkeep.

· Monitors employee activities to ensure that standards are being met, staff are being supported and guest needs are being met.

· Resolves customer complaints in a timely manner with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guests will be in person and/or by phone.

· Coordinates arrivals, and departures. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.

· Calendar Review- Ensuring that the plan according business needs and hotels OCC.

· Contacting guest 24 hours prior to arriving. Follow up with guest pre-arrival, within a time of response no longer than 72hrs.

· Ensuring guest profiles and preferences are updated and executed inside of the room. 

· Works with guests during pre-arrival and in-house to ascertain preferences and provide insightful recommendations.

· Conducts pre-arrival process to contact all future guests to arrange services including but not limited to Wine Tastings, Dining Reservations, shipping packages, various Transportation methods, and researching different vendors and service providers.

· Provides advanced trouble-shooting support for in-room services such as internet, TV movies, games, and Web service.

· Conduct AM/PM huddles with the team (Review VIPS of the day, group movement, returning guest, etc.)

· Issues Report review and follow-up (Please make sure to follow up with any guests who may have encountered any issues or missed opportunities from the previous day) .

· 30-60-90 Training Checklists.

· Non-Zeros. (Follow up with guests whose credit cards were unable to authorize.)

· Follow up on Medallia comments.

· Daily Walk Rooms Through.

· Resume Meeting Prep.

· Training Plans.

· Manager/Supervisor Meetings.

· To showcase the team's performance every month, make use of the associate program on the Own Every Moment platform.

· One on One Meetings with Team – Encouragement

· Establish a work environment that is both positive and conducive to good health.

· Other Job duties assigned.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

· High school diploma or equivalent

· Self-starter with ability to work with little supervision.

· Customer-service oriented

· Excellent communication skills

· Must possess a valid driver’s license.

· Must be able to speak English.

· Must be able to work flexible hours including nights, holidays and weekends.