- Understand the needs of the shift, deploy resources and communicate the plan to the staff department so that products and services are delivered timely and to the departments specifications.
- Use the departments Job Skill Handbooks to consistently coach and train Associates.
- Use the approved tools and checklists to set daily expectations for each Associate and ensure completion of the assigned tasks.
- Provide daily motivation and encouragement to motivate each Associate and create the environment and teamwork for excellent service.
- Monitor daily time and attendance including clock in and out to ensure daily labor budget is met. Make adjustments as needed to respond to call offs or changes in forecasted business volume.
- Follow Service Recovery guidelines to ensure that guest concerns are resolved to complete satisfaction. Understand and escalate guest concerns when necessary.
- Champion Gold Key/PHRs service culture, The Keys to Making it Right to proactively focus Associates on what matters most to lead in guest satisfaction for the brand, our market competitors and on social media.
- Constant inspection of your assigned areas of responsibility to ensure alignment with standards, specifications and inventories, which include cleanliness, environment/sense of place and guest experience; deploy corrective action or resources when necessary.
- Proactively manage safety and security procedures to prevent accidents, ensure healthy environments for both Associates and Guests.
- Ensure individual compliance with all Gold Key|PHR, Brand and state or federal training requirements for your role to include new hire, certification and re-certification as needed.
- Other duties as assigned.
- Set up the rooming lists and pre key as appropriate and fulfillment of any package,
- Bucket Check
- Guest folio.
- Key control
- Monitor supplies
- Mini QA------room, meal, PM.
- Specific communication across depts
- What you need to know- events at the property, area, who is in your house , groups VIPs,
- Sell strategy
- Accuracy of guest folios and $$$
- Tape chart- movement
- CXooridnate HK and guest services ( parking.)
- Service Recovery
- Staff issues and cocnerns- limited and when to escalate
- Hub for onsite guest Q*A and resolution
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Hiring Event
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Club Supervisor - Virginia Beach, United States - Professional Hospitality Resources, Inc. and Ocean Beach Club LLC
Description
Overview:
The Club Supervisor leads a shift inclusive time to understand the number of guests arriving, departing, current guest issues and concerns, shift staffing, and work to be accomplished during the shift. The Supervisor must open the shift, conduct the Preshift and accompanying training topic in absence of the manager. The Supervisors ensure Associates are in uniform, on task and work product meets quality standards and in compliance with departmental procedures. The Supervisor ensures that Cavalier Beach Club is set to standard and remains at standard throughout the shift. The Supervisors completes an end of shift report to acknowledge accountability for the completeness and quality of the work and that all guest service issues or concerns are resolved and communication flows between CBC and hotel as required.
Responsibilities:Responsibilities of Gold Key/PHR Supervisors:
Supervisor Responsibilities specific for this role and Department:
