Guest Experience Supervisor

Purpose of Role:

The Guest Experience Supervisor leads the guest experience with exceptional and personal service. This means working in conjunction with all other departments to smoothly execute the guest experience, ensuring all food and beverage services are carried out, creatively executing all guest area sets ups, ensuring all activities and plans are communicated to guests, and communicating guest needs throughout the team actively. The Guest Experience Supervisor must have a great eye for detail and be passionate about going above and beyond to ensure guest satisfaction. Must have previous experience in Food & Beverage at a supervisor or higher level.

Role & Responsibilities:

Food & Beverage Services 

• Daily set up for breakfast, lunch and dinner services with assistance from relevant departments.
• Delivery of food & beverage services.
• Uphold standards of daily bar set-up across the island’s three bars. 
• Participate in daily cocktail preparation and learn about the ingredients that go into making the cocktails unique. 
• Work closely with the chef to understand the menus and learn about the ingredients and benefits of the prepared meals. 
• Support during the monthly stock takes for beverages and other consumable guest items (non-kitchen).
• Understand our menu thoroughly and be able to share with each guest what was sourced from our garden and why each dish is specifically healthy for you.
• Must memorise each guest’s dietary restrictions and or allergies.

Guest Areas & Setups 

• Maintain an excellent standard of presentation and cleanliness of all guest areas.
• Ensure all furniture, games and decorations are tidied and returned to the correct location each day immediately.
• Participate in creative set-ups for guest activities including bonfire setups, themed activities or meals, special occasions and birthdays. 

Hosting

• Ensure guests feel hosted for the duration of their stay. 
• Participate in a daily and evening hosting schedule as required. 
• Attend daily meetings and/or complete evening notes to handover information from your shifts.

Guest Communications

• Ensure that all guest requests and complaints are communicated to the relevant parties and are handled with the utmost professional approach.
• Conduct guest island tours and room shows. 
• Underline open communication culture to guests to allow them to feel free to ask questions regarding any aspect of their stay.
• Assist with any room drop items as required during the guest stay.

Giving Shop & Zen Vein

• Act as support in the sales, organization and needs of the Giving Shop.
• Act as a sales assistant in the Giving Shop when the need arises.
• Be aware of stock, including size availability, source of stock (whether sale benefits the particular cause, for example).
• Understand how to use fix and sell Zen Vein devices. 

General Support 

• Assist with driving guests around the island. 
• Assist with cleaning the guest transport vehicles as and when needed.
• Support guest logistics on arrival and departure days. 
• Support with the movement of guest bags. 
• Play an active role in keeping all staff areas, storage cupboards exceptionally organized. 
• Support Island Tours as and when required. 
• Understand and memorize the Island fact sheet so you can speak about the story of the island. It’s purpose it’s history and it’s impact with the goal of helping people truly fall in love with the sacred space.

Other

• help the Island stay in line with a vision of helping people heal elevate and Transform participate in the creation of new activities that can help fulfill that mission and vision present to leadership. 
• Keep the activities schedule full of fun and elevating opportunities for guests to enjoy 
• Go above and beyond every day to help ensure guest Transformation.
• Be able to describe and promote ALL activities on Island including Spa and Ranch activities.
• To attend all meetings as requested by management and support the communications process.
• To maintain total confidentiality as to the identity of the guest staying on property.
• Maintain complete professionalism and privacy of the owners and their personal lives and family business.
• To have a clear working knowledge of the island’s policies and operate within their guidelines at all times.
• Able to work on the Oracle PMS system and Mirco POS system. 
• To cooperate with management and other employees to ensure a harmonious working environment.
• To respond to fire emergencies as stated in the fire procedures and undergo any training pertaining to emergencies and accidents.
• To dress in The Aerial, BVI island uniform and be well-groomed when on duty.
• To assist in island/business preparation for a hurricane or other significant event.
•  To assist with the island’s charitable activities. 
• When off-island, to behave in a manner appropriate as a representative of the island.
• Abide by Aerial’s core values and employee handbook.
•  To undertake any reasonable project requested by a management member or homeowner.