Southall Farm & Inn is a premier destination bringing nature, produce and people together in a powerful and unique way. At Southall, the Southall Experience Supervisor will drive revenue through the creation of unique, personalized itineraries, tailor-made to fit the needs and desires of each guest, both on and off-property. The ideal candidate will be polished and professional, with outstanding customer service skills and the ability to form strong business partnerships in the community.

Responsibilities

• Provide Southall Experience lobby presence and assistance to guests to tailor their time at Southall to include reservations, activities, tours, classes and other experiences
• Utilize hotel systems and partner with all departments at Southall to create bespoke itineraries for each guest
• Communicate with guests in-person, via chat, email, or phone, providing a 5-star experience in accordance with Southall Standards
• Serve as a point of contact for VIP guests, communicating discretely with necessary stakeholders and otherwise maintaining complete confidentiality
• Book reservations, arrange transportation, and assist with guest requests
• Monitor and review reservations prior to service to ensure proper flow of service utilizing reservation management system
• Serve as the escalation point-of-contact for each guest, handling questions and concerns in a manner which promotes positive outcomes
• Initiate service requests, ensuring prompt follow-up
• Meet or exceed monthly team and individual revenue and conversion goals
• Ensure guest profiles and reservation details are complete
• Charge deposits, cancel reservations, and enter amenities as needed
• Log visitor info, shift reports, and guest messages; notify hosts and relay relevant updates to colleagues
• Provide emergency assistance; monitor automated systems including fire alarms, telephone equipment, etc.; full awareness of health, safety, fire, and bomb-threat procedures.
• Maintain and clearly site-specific knowledge regarding all resort dining outlets, spa, activities, events and room accommodations
• Maintain awareness of any promotional rates or packages
• Promoting positive guest relations by providing prompt, courteous, and efficient service
• Provide occasional support to Southall Experience Specialists; coach on answering phones promptly and directing incoming calls of prospective guests, in-house guests, vendors, Team Members, third parties and travel agents

Skills and Experience

• 2+ years of customer service or sales experience in a luxury hotel or resort environment preferred; supervisory experience is a plus
• Ability to effectively communicate with customers in a friendly and positive manner to meet client needs and resolve service opportunities
• Ability to listen, speak and write English to ascertain and respond to guest needs
• Must be able to work evenings, weekends and holidays

Education & Requirements

• High School degree or equivalent

Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.