Resort Services Supervisor

About the Role

The Supervisor, Resort Services supports the seamless operation of our contact center, ensuring all guest interactions result in a world-class, luxury hotel experience. This position supervises a team of Reservations or Guest Services Members, providing leadership, training, and support during day-to-day tasks while handling guest escalations.

Responsibilities

• Supervise and evaluate team members to create world-class guest experiences with every interaction.
• Monitor KPIs and workflow effectiveness, ensuring team members have adequate guidance and resources.
• Assist with training and development, providing clear feedback and expectations related to duties.
• Maintain a thorough understanding of and ensure adherence to all department operating procedures, company policies, and service standards.
• Stay knowledgeable about room types, service offerings, promotions, in-house activities, events, and product inventory levels.
• Promote open communication through daily briefings, one-on-one developmental sessions, and training.
• Provide regular performance feedback, recognition, and praise for positive performance.
• Evaluate guest feedback and foster a culture of continuous improvement.
• Promote a cooperative, inclusive working environment to maximize productivity and morale.
• Lead by example using Fontainebleau’s Core Values in interactions with team members and guests.
• Take ownership of guest requests and coordinate with applicable departments for prompt resolutions.
• Follow up on guest recoveries to ensure satisfaction.
• Handle special projects and additional duties as assigned.

Requirements

• Minimum of two (2) years of experience leading or supervising teams, preferably in reservations, group sales, resort services, or a high-volume contact center.
• Hospitality degree preferred, or an equivalent combination of education and experience.
• Experience in a large, luxury resort is preferred.
• Proven team leadership with a high level of energy and alignment with company core values.
• Polished verbal and written communication skills, with the ability to deliver a luxury guest experience.
• Ability to multi-task and prioritize in a fast-paced environment while maintaining attention to detail.
• Strong organizational skills and follow-through.
• Proficiency in Windows and hospitality applications (e.g., Microsoft Office, Outlook, HotSOS, Konami, Infor-HMS, Cendyn/Pegasus) is preferred.
• Must be at least 21 years of age.
• Ability to work on-site with varying schedules, including overnight shifts.
• Strong conflict resolution skills and customer de-escalation techniques.
• Ability to handle sensitive information confidentially.
• Passion for creating exceptional guest and employee experiences.

Supervisory Responsibilities

This position supervises Reservations Members, Guest Services Members, Digital Guest Services Members, and Leisure Reservation Members on the Resort Services team.

Skills

• Ability to read and interpret documents in English, such as safety rules, operating instructions, and procedure manuals.
• Verbal and written communication skills in English.
• Ability to apply common-sense understanding to carry out instructions in written, oral, or diagram form.
• Ability to handle problems involving several concrete variables in standardized situations.

Physical Demands

• Regularly required to sit for prolonged periods and spend extended lengths of time viewing a computer screen.
• Repetitive hand and wrist motions, including use of a keyboard and mouse.
• Regularly required to stand or walk and use hands and fingers to handle objects, tools, or controls for a minimum eight-hour shift.
• Frequently required to reach with hands and arms, talk, or hear.
• Specific vision abilities include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Must regularly use standard office equipment, lift and/or move up to 10 pounds, and have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel, and balance.

Work Environment

• Moderate noise level in the work environment.
• Exposure to an environment containing unrestricted secondhand tobacco smoke.

Pay

$23.58 per hour.