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RV Resort Supervisor
General Summary:
The RV Resort Supervisor will assist in managing and supervising the daily operations of the RV Resort by promoting a distinctive high quality of guest service to achieve maximum guest satisfaction and revenues. Monitor and supervise the daily work performance of the department. The supervisor will assist in managing site availability for groups and high volume weekends. The supervisor will be proactive in anticipating and preventing challenges involving both internal and external guests, and will be able to define these challenges by investigating and gathering relevant information in order to create a workable solution. Pechanga’s Core Values: We are part of the Pechanga family. We take pride in our core values which are Pride, Passion and Professionalism. We strive to meet our Pechanga Service Guarantees: Know your Pechanga, Exceed Expectations, Pride in Appearance, Build Relationships, Acknowledge all Guests Pechanga Service Agreement: RV Resort Supervisors are at the forefront of customer service. Positive interactions with customers ensure repeat business in the future. Welcoming an incoming customer with a friendly smile and warm greeting goes a long way and assures they leave the premises with a positive impression of the company. Team Members should treat customers with respect, and make it clear that their business is appreciated. Duties and Responsibilities: • Perform administrative duties in support of the RV Resort Manager and Guest Service Attendants and will fill in in the event of absences or in the event of heavy workloads to ensure delivery of efficient guest service. • Ensure accountability of self and team members’ compliance to all standard operating procedures, and company policies by adhering to the progressive disciplinary actions. • Responsible for weekly data performance metrics related to the team and business operations to report progress of short/long term goal implementation and monitoring strategies to achieve goals. • Develop training schedule and monitor training progress of new team members. • Communicate with RV Manager throughout the day regarding progress, issues, or team related concerns. • Prioritize, delegate, execute, and support day-to-day tasking to ensure exceptional guest experience and team accountability. • Listen, respond and resolve guest inquires, concerns and complaints in a timely manner by conducting a thorough investigation and determining the most effective solution in a positive and articulate manner. • Make decisions and take action while utilizing good judgment and flexibility to accommodate unusual situations when required. • Provide clear direction to staff, organize and express information clearly while using appropriate and efficient methods of conveying information. • Create a work environment that fosters the professional development and growth of team members. • Monitor the staff’s workload, supplies, breaks, lunches, and make staffing recommendations, as needed, in order to ensure a smooth transition during shift changes. Attend a variety of meetings and conduct staff meetings and pre-shifts to ensure timely and effective communication between all levels of the team. • Oversee and ensure that all billable services, financial statements, adjustments, revenue, cash and cash equivalents are properly recorded, reported and accurately reflected in the reservation software and any other reporting methods. Thus, ensuring compliance with the requirements of the provisions of PDC internal controls, outside agency regulations and good business practices. • Compile, organize, and follow department work schedule, assigned checklists, and workload to ensure proper balance of work in a timely manner. • Review and communicate daily group arrivals, occupancy and other reports as needed to manage resort occupancy. • Update standard operating procedures to support team execution of policies/procedures. • Work within the allotted budget for the RV Resort while helping to develop detailed marketing plans, managing staff payroll and resources. • Assist RV Resort Manager to conduct training, performance evaluations, team member notices and corrective actions. • Respond and provide solutions to guests and team member concerns. • Write and submit incident reports as needed. • Protect the assets of the Pechanga Development Corporation by overseeing and adhering to all Standard Operating Procedures and regulations. • Be able to perform the duties of the RV Resort Guest Services Attendant position, as well as any additional tasks as directed by management. Education and Experience: • High School Diploma or general education degree (GED) required. • Minimum of two (2) years hospitality, retail or related experience. • Experience leading a team. • Cash handling, point of sales, and reservation management systems software experience a plus. • Attention to detail and problem solving skills. • Great interpersonal and organizational skills. • Strong written and verbal communication. • Basic math skills. |