Villatel, a hospitality company, is in search of a Guest Services Supervisor. You will play a pivotal role in ensuring exceptional guest experiences across multiple resort properties. Your primary responsibility will be to oversee and coordinate all aspects of guest services, working closely with operations, maintenance, dispatch, housekeeping, and other departments to maintain the highest standards of service delivery. Responsibilities: • Guest Engagement: Act as a point of contact for guests, aiding, addressing inquiries, and ensuring their needs are met promptly and professionally. • Team Leadership: Supervise and mentor guest services staff, providing guidance, training, and support to ensure delivery of outstanding service while upholding company standards. • Operational Coordination: Collaborate with operations leaders to streamline guest service processes, identify areas for improvement, and implement solutions to enhance efficiency and effectiveness in collaboration with the Guest Services Manager. • Maintenance Support: Liaise with maintenance teams to address guest concerns or requests related to room amenities, facilities, or equipment, ensuring timely resolution and minimal disruption to guests. • Dispatch Communication: Work closely with dispatch agents to coordinate responses to guest requests, prioritize tasks, and allocate resources effectively to meet service demands. • Guest Feedback: Solicit and collect guest feedback through various channels, analyze trends, and collaborate with department leaders to implement improvements based on guest input. • Problem Solving: Handle guest complaints or escalated issues with professionalism and empathy; working with relevant departments to resolve issues and ensure guest satisfaction. Qualifications: • Hospitality Experience: Previous supervisory experience in a guest services or hospitality role, with a strong understanding of customer service principles and practices. • Leadership Skills: Demonstrated ability to lead and motivate a team, foster a positive work environment, and empower staff to deliver exceptional service. • Customer Focus: A passion for delivering exceptional customer service and a commitment to exceeding guest expectations at every opportunity. • Communication Abilities: Excellent verbal and written communication skills, with the ability to interact effectively with guests, colleagues, and management at all levels. • Problem-Solving: Strong critical thinking and problem-solving skills, with the ability to quickly assess situations, make decisions, and implement effective solutions. • Organizational Skills: Exceptional organizational abilities, including the ability to prioritize tasks, manage time efficiently, and handle multiple responsibilities simultaneously. • Attention to Detail: Meticulous attention to detail to ensure that guest needs are addressed promptly and that service standards are consistently upheld. • Flexibility: Must be available to work variable hours, including evenings, weekends, and holidays. PHYSICAL REQUIREMENTS: The Guest Services Supervisor is expected to perform the position's functions with or without accommodation. Villatel retains the right to change or assign other job duties to this position. • Must be able to remain in a stationary position for extended periods of time. • Consistent use of hands to operate computer equipment and office productivity machinery, such as computers, laptops, desktop file cabinets, etc. • Ability to communicate via phone, email, and through dispatch platform. Compensation: $20 - $25 hourly

• Guest Engagement: Act as a point of contact for guests, aiding, addressing inquiries, and ensuring their needs are met promptly and professionally.  • Team Leadership: Supervise and mentor guest services staff, providing guidance, training, and support to ensure delivery of outstanding service while upholding company standards.  • Operational Coordination: Collaborate with operations leaders to streamline guest service processes, identify areas for improvement, and implement solutions to enhance efficiency and effectiveness in collaboration with the Guest Services Manager.  • Maintenance Support: Liaise with maintenance teams to address guest concerns or requests related to room amenities, facilities, or equipment, ensuring timely resolution and minimal disruption to guests.  • Dispatch Communication: Work closely with dispatch agents to coordinate responses to guest requests, prioritize tasks, and allocate resources effectively to meet service demands.  • Guest Feedback: Solicit and collect guest feedback through various channels, analyze trends, and collaborate with department leaders to implement improvements based on guest input.  • Problem Solving: Handle guest complaints or escalated issues with professionalism and empathy; working with relevant departments to resolve issues and ensure guest satisfaction.  • Reporting and Documentation: Maintain accurate records of guest interactions, service requests, and feedback; generating reports as needed to track performance metrics and identify areas for improvement.