Guest Reception Supervisor

The Guest Reception Supervisor is responsible for overseeing administrative functions related to sales and marketing and ensuring accurate entry and coding of guests, data integrity, premium management, site level accounting functions, payroll, HR and reporting as required. Responsible for ensuring adherence with established company guidelines. Drives processes that result in exceptional standards of quality production and customer service.

Completes the weekly schedule and is responsible for overseeing all aspects of Guest Reception. This includes hiring, scheduling, and performance management of all reception staff, including gifting. The Manager audits concierge to ensure that all paperwork is closed out properly and that all work is balanced and also handles guest issues and problems. Resolves any Client ID errors between CCSI and Concierge. Provides thorough training according to the company’s SOPs, performs daily audits, handles all customer services issues, oversees prepaid premiums and manages all roll outs.

MANAGEMENT

• Responsible for the recruiting, screening/interviewing for potential administrative support associates. 
• Responsible for training and conducting/assisting with disciplinary action and terminations as directed for all Admin Associates. 
• Responsible for the day-to-day management of all administrative staff.

ACCOUNTING

• Responsible for timely and accurate payment of all Accounts Payable for Marketing and Sales, including voucher preparation and tracking. 
• Vendor payroll, reconciliation, including collection of negative balances.

PAYROLL & EMPLOYMENT DOCUMENTATION

• Payroll for Sales and Marketing, including commissions/bonus submission, also serve as liaison for Corporate Payroll. 
• New hire orientations and paperwork, status changes, terminations, benefit enrollments and serve as corporate’s contact for any other general employment requests. 
• Scheduling of administrative support associates for adequate coverage without overtime.

PREMIUM MANAGEMENT

• Weekly orders to maintain sufficient quantity, security, disbursements, weekly/monthly counts and reconciliation. 
• Monitoring and Auditing Premiums for accurate retail prices and maintain master listing of all premiums.

REPORTING

• Reporting as required by management. 
• Ensure data integrity in all areas of marketing administration to provide accurate, efficient reporting.

CONTRACT/CSR/CODING

• Preparation and tracking for approval and expiration of all Business Plans. 
• Guides and tracks approvals for all above through National Sales and Legal to help implement any new programs or renew existing premiums and contracts.

CONCIERGE

• Maintain all offers, retail items, hotel costs, vendor costs. 
• Preparation of all required reports from Concierge. 
• Reconciliation of prepaid and AP premium inventory. 
• Hotel reconciliation and accruals. 
• Payroll reconciliation. 
• Auditing, tour reconciliation and monitoring tour reception activities.

COMPLIANCE

• Ensure all SOPs are adhered to and conduct Site Level Admin audits. 
• Ensure policies and procedures are followed and policy waiver is utilized when DOM/DOS authorizes an exception.

OTHER

• Assist DFA with volume bonus for sales associates. 
• Work to resolve customer service issues expeditiously and with guidance of DFA/DOM/DOS. 
• Ensure Customer Information Security policies are adhered to, monitored and enforced for compliance and sales administration purposes.

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  Benefits that support Team Member health and financial wellbeing.

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  Travel and hotel discounts for Team Members, family and friends.

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  A healthy work-life balance with PTO and flexible hours.

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  Team Member events that build camaraderie through fun activities.

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  An open-minded culture committed to diversity and inclusion.

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  Incentives for Team Members that exhibit excellence every day.