The Guest Services Supervisor (GSS) has primary responsibility for oversight of the day to day operation for the guest services operation of the ranch.
Standards
The GSS works within the spirit and specifics of the ranch mission, vision and principles at all times. S/he consistently exhibits and encourages the values of stewardship, learning, sense of place, mutual respect and shared vision.
Duties & Responsibilities
The GSS is often the first onsite contact with guests to the ranch thus the GSS has a key role in setting the tone for the ranch.
The GSS handles a wide range of responsibilities related to the day to day guest services operation including but not limited to:
- Training and development of guest services employees to include coaching and documentation as necessary. Will include evaluations.
- Daily oversight of kitchen, dining room and housekeeping operations.
- Ensure ranch standards are being met in all areas of oversight.
- Group check-in’s and orientation. To include filling the primary role of “host” to the groups throughout their stay.
- Maintain inventory as well as reorder stock/supplies as needed for all housekeeping cleaning supplies and linens.
- Work with the Chef on menu development for each group as well as keep accurate records of group menus.
- Perform regular inspections of guest service units between turn overs to ensure standards are met as well as inform Maintenance Foreman of any necessary issues.
- Maintain Gift Shop stock, keep tidy, process sales and perform trimester inventories.
- Perform guest services tasks such as housekeeping, kitchen, laundry, etc. on a regular basis during the winter season and as needed during the summer season.
- Assist the Guest Operations Manager as needed with pre-visit coordination, preparation of guest previews, invoicing, etc.
- Serves as point of contact for all others under the Guest Operations Manager’s oversight in her absence.
Regular attendance and reliable availability are considered essential to successful performance of this position.
Qualifications
The GSS is often the first and primary on-site contact with the guests. As such, the impression and service conveyed on behalf of the ranch is critical. A warm and personable manner combined with discretion, respect, and the ability to draw a firm but not offensive line are crucial to success in this position. Clarity and precision as well as composure during chaos or crisis are essential.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The responsibilities listed above are representative of areas in which knowledge, skill and/or ability are required. The GSS must be self-starting and self-guiding in work habits, and capable of prioritizing tasks in order to ensure completeness, accuracy and timeliness. The GSS must demonstrate a high level of organization and attention to detail. Strong interpersonal and time management skills are a must as well as the ability to be flexible in adapting to periods of intense activity interspersed with quieter and more isolated periods. Strong interpersonal, communication, and time management skills are a must.
Work Environment and Physical Demands
The GSS should have the ability to listen, observe, learn and act for the ranch with an understanding of its goals.
The GSS must have the willingness and ability to engage in sometimes highly labor-intensive work. Good communication and social skills, a positive attitude, the ability to perform physical labor, knowledge of MS Office software and email, are essential. Previous successful supervisory experience is essential.
The GSS is regularly required to stand and frequently required to walk and climb. S/he is occasionally required to sit, stoop, kneel or crouch, as well as regularly life and/or move up to 50 pounds and occasionally lift and/or move up to and more than 100 pounds. The noise level in the work environment is usually moderate.