Guest Experience Supervisor

ESSENTIAL FUNCTIONS:

(The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for this position.)

• Oversee the Guest Experience administrative duties including running reports, coding invoices, and tracking commissions.
• Lead the Guest Experience team on their daily communications, including phone calls, texts, and emails to dispatch guest requests.                 
• Audit verbal and written communications on all services and facilities to each guest upon request
• Create SOPs and provide training and support to the Guest Experience team on how to best provide guests with dining suggestions, make activity reservations, book travel arrangements, and confirm babysitting services for guests.
• Lead the Guest Experience team in confirming floral, balloon, VIP, and amenity orders.    
• Audit itineraries to ensure the best possible stay for all transient guests.
• Coordinate with the Pre-Arrival/Welcome Team to ensure all requests are noted.
• Expert knowledge of SMS Host, Hapi, Spa Soft, Seven Rooms, HotSOS, Zingle, and Medallia systems

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• At least two years experience in a leadership role
• Knowledge of resort and guest services software
• Excellent customer/guest service skills
• Ability to perform effectively in a fast-paced environment.
• Ability to train and motivate other associates.
• Strong organizational skills
• Ability to effectively perform multiple tasks.
• Assist with supporting the butlers and Guest Services department as needed.

These skills and abilities are typically acquired through the completion of a bachelor’s degree or equivalent, as well as through a minimum of five years of experience in a secretarial or administrative capacity.  Four years’ experience in an executive assistant capacity preferred.

This job description cannot possibly include a complete comprehensive listing of all the activities, duties, or responsibilities that may be required by the organization and/or members of management. It reflects management’s assignment of essential functions, but it does not prescribe or restrict the additional tasks that may be required.

WHY WORK FOR NEMACOLIN?

Kick-start your career at Nemacolin, a world-renowned luxury resort nestled in southwestern Pennsylvania. Nemacolin boasts an unparalleled blend of elegance and adventure, offering an array of amenities that redefine luxury. With two Forbes-rated hotels from which to choose, guests are treated to the epitome of comfort and style. A five-star, five-diamond restaurant sets the stage for exquisite dining experiences, while our on-site wildlife habitats bring animal encounters to a whole new level. The opulent spa, championship golf courses, and a range of outdoor activities, including fly fishing, skiing, and snowboarding, provide a holistic and exciting getaway.

As a part of the Nemacolin team, you'll have the chance to work in a dynamic and supportive environment where your skills and passion will flourish. We believe in fostering growth and providing our team members with opportunities to shine and advance in their careers. Join us in delivering unparalleled experiences that leave lasting memories for our cherished guests and members. Real Life Magic meets boundless opportunity at Nemacolin. Come, be a part of it!

ASSOCIATE PERKS:

What is in it for you? As a Nemacolin associate, you won’t just have a bright future — you’ll have a bright present! You are invited to join our warm, supportive community, where you’ll enjoy competitive wages, exciting events, a full suite of benefits, discounts, and perks, and access to amenities at our associate community Wisteria.

• Attractive 401(k) plan
• Paid vacation, holidays, and personal hours
• Family medical, dental, and vision insurance. Long-term and short-term disability insurance
• Employee and educational assistance program
• Up to 40% off Retail, Spa, Activities, Food and Beverage at the Resort
• On-site uniform and dry-cleaning services
• Discounted meals during breaks in associate break areas
• Wisteria Associate Community
  • Wisteria is Nemacolin’s way of showing our appreciation to our associates. This neighborhood is exclusive to associates and contains a Pub, Market, and Fitness Center. As a member of Team Nemacolin, you’ll enjoy these exclusive amenities.
• Associate Recognition programs
  • Nemacolin realizes that our associates help to set us apart from other organizations in the industry through their commitment to providing exceptional service and their ability to consistently exceed guests’ expectations.

Nemacolin promotes a culture of continuous learning for our associates. We are strongly committed to comprehensive professional development programs:

• Opportunities for advancement – At Nemacolin, we encourage our associates to grow within the organization and gain experience in a variety of departments to better understand the hospitality industry. Nemacolin prides itself on promoting from within the organization, and many of our upper-level managers began in entry-level positions and advanced into their current roles.
• Mentoring and coaching programs – As a new associate, we provide a level of mentoring that is best suited to you to enhance your growth and career interests, while sharing knowledge, advice, and encouragement along the way.

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