Hotel Guest Service Supervisor | Dr. Wilkinson's Backyard Resort & Mineral Springs | Calistoga, CA

Pay Range: $23.00 - $24.00 Hourly

Dr. Wilkinson's

Dr. Wilkinson's Backyard Resort and Mineral Springs is an iconic resort and spa destination located in the heart of the charming town of Calistoga, offering time-honored mud bath and spa treatments, healing mineral pool soaks, and the best of Calistoga right outside its doors. The transformed resort honors its iconic past while looking toward the future with a new mid-century inspired design, 50 completely refreshed guestrooms, a brand-new restaurant with indoor and outdoor seating, a completely re-imagined spa, and the same proven mud bath treatments first shared with the world over 65 years ago. Best-in-class yet playful and approachable, the spa will make the art of mud bathing accessible for all.

What's In it for You

• Generous Paid Time Off
• Double pay when working during company recognized holiday + Sick Pay
• Discounted hotel stays within Modus/PM Portfolio.
• Tuition reimbursement opportunities -- when you grow, we grow!
• Paid Parental Leave
• Comprehensive onboarding and training plan to set you up for success.
• Coaching, feedback, and mentorship to develop yourself.
• Personalized development plan to fit your individual role and career goals.
• Leadership courses to improve your personal and interpersonal effectiveness
• Opportunities to volunteer and give back to our local communities.

What You'll Do

• Develop in depth understanding of the property management system and POS functionality.
• Provide gracious and sincere customer service to all arriving and departing hotel guests and visitors.
• At the direction of, and often in conjunction with, the General Manager: Assist with hiring, training, and scheduling, supporting, and reviewing and disciplining front office employees. Working to ensure that all front office staff members maintain the very highest possible levels of employee morale and department productivity.
• Follow all specified hotel procedures to properly conduct Front of the House business including but not limited to:
• Answering telephones in a prompt and professional manner and providing assistance to callers
• Taking reservations in person and over the phone
• Reading and responding to hotel email
• Checking guests in and out
• Completing group pre-registrations and key packets
• Posting charges and processing payments
• Communicating with Housekeeping and Maintenance
• Handling mail and coordinating deliveries of messages and packages
• Anticipating guests' needs, acting promptly to acknowledge all guests, however busy and whatever time of day.
• Communicate service and amenities of the hotel to guests and provide Concierge service as needed. Maintain a fluent knowledge of local restaurants, special events, city attractions, and outdoor activities.
• Coordinate daily arrival/departure preparation, special requests, room assignments and guest amenity/recognition programs.
• Work closely with other departments in order to facilitate increased levels of communication and guest satisfaction.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest satisfaction.
• Conduct regular inventories of front office supplies to ensure stock is adequate and orders are placed as needed.
• Coordinate relocation of guests when necessary.
• Be completely familiar with all hotel information necessary to increase revenues and enhance customer satisfaction, including current rate structures and sales strategies: current special rates and restrictions: types and location of rooms and suites available; and services, costs, hours and location of all hotel amenities, facilities and outlets. To maintain awareness of current business levels.
• To diplomatically and effectively handle all guest complaints, referring to the General Manager if necessary.
• Complete shift checklists and special projects as assigned.
• Ensure that all front desk staff follow all specified procedures to correctly handle all cash, credit and gift certificate transactions.
• Assist General Manager to train staff on all SOPs and ensure there is understanding and compliance.
• Assist, as directed, in recording and submission of payroll.
• Monitor the front desk and lobby areas to ensure they are always clean and well organized.
• Be available to work irregular hours, including evenings, weekends and holidays.
• Be completely familiar with hotel emergency procedures, and provide, calm, reassuring assistance to guests and fellow employees in the event of an emergency.
• Promote and comply with all company policies and procedures.
• To immediately report all suspicious occurrences and hazardous conditions.
• To maintain the cleanliness and safety of work areas at all times.
• Focus on safety and the following of safe work practices by yourself and those under your direction. Including compliance with company safety standards, and state and local regulations that pertain to your department.
• To attend all mandatory meetings as directed.
• To perform other tasks, including cross-training, as directed.

What You Bring to the Table

• Excellent interpersonal skills and the ability to work well with co-workers and the public.
• Possess a courteous, friendly and professional manner.
• Independent thinker and a 'quick study'.
• Good team player.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Strong customer service focus.
• High quality standards for production and service.
• Ability to solve practical problems and deal with a variety of situations.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.
• Ability to work well under pressure and handle multiple tasks at once.

Physical Abilities

• Endure various physical movements throughout the work areas, such as reaching, bending and stooping.
• Remain in stationary position for a maximum eight hours (excluding meal and rest breaks).
• Ability to grasp, bend, and stoop; push or pull heavy loads weighing up to 40 lbs.; and lift and/or carry or otherwise move packages, boxes, and luggage.
• Periodically required to work at a very fast pace, under pressure.

Qualifications and Skills

• Fluency in English (verbal and written) is required.
• A minimum three years' experience in a hotel front office position.
• Must have High school diploma or equivalent.
• Must have moderate level of proficiency with Microsoft Office applications.
• Excellent interpersonal skills and the ability to work well with co-workers and the public.
• Possess a courteous, friendly and professional manner.
• Independent thinker and a 'quick study'.
• Good team player.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Strong customer service focus.
• High quality standards for production and service.
• Ability to solve practical problems and deal with a variety of situations.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.
• Ability to work well under pressure and handle multiple tasks at once.

Non-Negotiables (Our Core Values)

• BE WILDLY PASSIONATE. Inspire others with your thirst for excellence.
• BE CURIOUS. Learn rapidly and eagerly.
• BE INNOVATIVE. Create new ideas that prove useful.
• EMBRACE CHANGE. Remain agile, flexible and nimble to thrive in an evolving world.
• COMMUNICATE. Listen with the intent to understand. Share all relevant information.
• HAVE INTEGRITY. Be honest and straightforward with everyone.
• USE GOOD JUDGMENT. Make wise decisions, even in the face of ambiguity.
• BUILD A POSITIVE TEAM. Learn from one another and help each other to be great.
• SERVE OTHERS. Our guests, community, and each other. Be a part of the bigger picture.
• LIVE 360. Practice work-life balance.

Two more things . . .

As part of an organizational culture that embraces change and progress, this job description does not seek to limit the tasks and responsibilities of the position. Rather, it acts as a springboard for future career and personal development within the property team and entire Modus Hotels' community.

We are an equal opportunity employer. We actively respect the right of any qualified individual who performs to Modus standards to work. Discrimination based on gender, age, race, religion, national origin, marital status, sexual orientation, disability, or any other characteristic not related to performance, ability or attitude protected by state or federal law, is disrespectful, bad business and won't be tolerated. It's also illegal

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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.