Department: Guest Services
Direct Report: Front Office Manager
Purpose: The Guest Services & Recreation Supervisor plays a critical role in creating a positive first and last impression for resort guests and works with all departments to ensure guests have a great experience during their stay.
OVERVIEW:
An elegant coastal escape with a laid-back spirit, The Sanderling, located in Duck, North Carolina, is the region’s only full-service resort. With its unparalleled views of the Currituck Sound and the Atlantic Seaboard, the completely revitalized property is the new gold standard for Outer Banks vacationing. From its sophisticated redesigned guest rooms, suites and residences to its casual and elevated restaurants, wellness facilities and awe-inspiring grounds, The Sanderling offers guests more ways to relax and reconnect than ever before.
The Guest Services & Recreation Supervisor oversees the resort bell staff to ensure efficient and welcoming guest arrivals and departures. They manage team training and performance, while acting as a key point of contact for guest inquiries, transportation arrangements, and service recovery.
JOB SUMMARY:
- Supervise the daily operations of the Bellperson and Recreation Attendant teams to ensure exceptional guest service
- Greet all arriving guests warmly, assisting with luggage, parking coordination, and transportation needs
- Coordinate luggage storage, deliveries, and retrievals in an organized and timely manner
- Monitor lobby and recreation activity to ensure prompt attention to all guests and efficient traffic flow
- Train and coach Bellpersons and Recreation Attendants to uphold resort service standards
- Oversee the cleanliness and organization of the bell stand, lobby, and guest entry areas as well recreation spaces on property
- Coordinate the cleaning of the pool area and set up and break down of beach furniture
- Assist in maintaining proper staffing levels and communicate operational needs to the Front Office Manager
- Handle guest inquiries, directions, and requests courteously and efficiently, ensuring follow-up and satisfaction
- Communicate effectively with the Front Desk, Housekeeping, Engineering, and other departments to coordinate guest movements
- Ensure team adherence to safety, uniform, and grooming standards
- Perform daily inspections of the entryways, lobby, and recreation spaces to ensure a safe and welcoming environment
- Act as a working leader by assisting with bell and recreation duties as needed during peak times
ESSENTIAL FUNCTIONS OF THE JOB:
- Ability to remain standing for up to 10 hours
- Ability to move up and down stairs
- Ability to move quickly based on guest needs
- Ability to work outdoors in varied weather conditions
- Ability to communicate and exchange information effectively
- Ability to lift 50+ pounds regularly
- Ability to complete a satisfactory background check
- Ability to work evenings, weekends, and holidays as business requires
TECHNOLOGY AND EQUIPMENT USED:
- Microsoft Office, including Outlook, Word, and Excel programs.
- Reservations Software (Opera)
- Phone
- Computer and Printer/Copier/Scanner
- Luggage Carriers & Carts
- Golf cart
- Walkie Talkie
- Recreation Equipment
- Beach and Pool Furniture
WORKING ENVIRONMENT:
- Work will primarily take place in a hotel resort environment, both inside and outside
KEY SKILLS & EXPERIENCE REQUIRED:
- Guest services experience: prior supervisory or lead experience preferred
- Knowledge of local attractions, transportation options, and resort amenities
- Professional appearance and demeanor required
- Strong working knowledge of hotel PMS software, Opera preferred
- Strong organizational skills with exceptional attention to detail
- Excellent customer service and communications skills
- Flexibility to work evenings, weekends, and holidays as business requires
- Must know how to prioritize, delegate, and respond in a timely fashion
- Ability to work under pressure, multi-task, and stay focused while maintaining hospitality
No Job Description for a position can possibly include all duties which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. The items listed above are a summary of the major responsibilities of the position that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
