AutoCamp Yosemite - Guest Experience Supervisor

AutoCamp is seeking a dynamic, service-oriented Guest Experience Supervisor to join our team! AutoCamp is a lifestyle hotel brand that is changing the way people experience the great outdoors. We provide an upscale, hassle-free, and comfortable experience in the world's top outdoor destinations -- we call it Outdoor Hospitality. If you consider yourself a creative problem solver who always finds a way to get it done, we invite you to apply to AutoCamp to join our adventure.

What's in it for you? When you join AutoCamp you'll be part of a team committed to an inclusive, employee-focused workplace that is invested in your development. We want you to feel engaged, empowered, and excited to grow with us. After all, we believe our greatest and most valuable asset is our people! AutoCamp provides a rewarding, fun and flexible work environment, exciting perks, an atmosphere designed to encourage and promote career growth within the company and a robust benefit package including, but not limited to:

Work Today, Get Paid today, with Daily Pay!

Free Telemedicine and Virtual Mental Health care access for All Associates starting day one!

Multiple Health Insurance and Life Insurance options

401k Plan + Company Match

Paid Parental Leave

Paid Time Off

Holiday Pay

Pet Insurance

Employee Assistance Program

Marketplace Discounts on event tickets, electronics, gym memberships + more!

Our Company: AutoCamp is a division of Schulte Hospitality Group, a leading third-party management company with deep, multi-generational experience in all facets of the hospitality industry. We are a diverse team of innovative hoteliers and restauranteurs operating more than 200 locations across 38 states and 3 countries. Our portfolio includes a wide array of reputable brands like Marriott, Hilton, IHG and Hyatt as well as many unique, independent, boutique and lifestyle properties and restaurants.

ESSENTIAL RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Responsible for overseeing the front desk team and supporting the General Manager in ensuring that daily front desk operations are smooth and efficient while maintaining a focus on guest and associate satisfaction.
• Lead by example: provide high-quality service and uncompromising hospitality towards all customers and associates.
• Manage a multicultural team and lead in a manner that embraces diversity.
• Partner with Assistant General Manager in the oversight of the Retail shop, responsible for ensuring the front office team properly stocks and sets the retail area.
• Interview and hire Associates, then train and develop for technical, hospitality, communication, management, and organizational skills. Guide all associates towards success as it relates to customer satisfaction, property business and financial goals.
• Keep associates informed about daily operations and events.
• Coordinates and creates schedules weekly based on the occupancy forecast, schedules are to be approved by Assistant Manager and posted each week.
• Ensure associates are properly logging time in and out, entering PTO hours, and following meal period break law. Troubleshoot discrepancies from previous shifts and make corrections as needed.
• Monitor associate performance, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and rewards.
• Inform General Manager of Human Resource issues. Manage disciplinary issues with discretion, confidence and in a compassionate manner.
• Possess a working knowledge of Property Management System (PMS) and downtime procedures. Keep PMS reports current.
• Ensure that Autocamp standards, operating procedures and policies are in place and followed by associates.
• Be knowledgeable of all emergency plans and safety practices, and know how to act upon them.
• Report any unusual occurrences immediately to the General Manager.
• Develop and implement plans that continually improve upon guest satisfaction and associate performance. Respond and follow up on assigned customer care issues.
• Create memorable check in and check out experiences for guests to encourage repeat visits.
• Ensure all calls, Guest comments, comment cards and Guest surveys are properly recorded and closed. Use reports to analyze Guest problems and work to reduce and resolve such issues, and take appropriate action to ensure 100% Guest satisfaction.
• Maintains and improves guest service and courtesy control programs.
• Manages any guest problem or complaint in a professional and hospitable manner.
• Ensures that the Front Desk area is maintained in a clean and orderly manner.
• Conduct monthly department meetings to review new procedures and solicit input from all employees.
• Attend weekly staff meetings to stay informed of Autocamp business and to inform department supervisors and managers of schedule needs.
• Ensure best possible average rate and room occupancy.
• Completes shift end and period end tasks, including review of inventories.
• Monitors key controls.
• Monitors delivery of packages for the business and Guests.
• Know the facilities and hours of operation of the property.
• Be familiar with sales strategies; communicate daily with the sales coordinator.
• Performs any other duties as requested by the General Manager.

EDUCATIONAL REQUIREMENTS AND PREFERENCES

• A High School Diploma or G.E.D certificate.
• Two or more years of progressive and practical experience in a supervisory role.

DESIRED SKILLS AND EXPERIENCE

• Comfortable working with a wide variety of guests and employees, and able to negotiate through difficult situations.
• Previous experience with hotel PMS and POS systems.
• Working knowledge of Cloud Based Applications; knowledge of Google Suite products preferred.
• Experience in front office/guest service operations as a Front Desk Agent, Office Manager or equivalent.
• Passion for guest satisfaction and loyalty.
• Proven experience delivering results through the management of a team.
• Proficiency in MS Office including Excel, Word and Outlook.
• Strong management and relational skills .
• Thoroughness and an Attention to Detail.
• Excellent and Attentive Customer Service.
• Bachelor's degree in hotel or hospitality management, business or a related field.
• Experience working in an upscale hospitality environment.

THE RIGHT PERSON WILL...

• Be well groomed and have a keen sense of style and an appreciation for good design.
• Practice thoroughness and an attention to detail.
• Possess excellent and attentive customer service.
• Be a creative problem solver who can find solutions when issues arise.

*The hiring process may consist of a phone interview, manager(s) interview, drug screen, background check, reference checks, and potential employment assessment. This job description is only intended to provide a general description of the benefits and compensation applicable to this position. Paid Time Off (PTO) is available for eligible associates in accordance with the Company's Paid Time Off policy. Specific compensation and benefit details will be discussed during the interview process.

*AC Hospitality Management, LLC is an Equal Opportunity Employer.