Front Desk/Guest Services Supervisor

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Work with Guest Services Manager to train and monitor front office staff.
• Maintains Guest Service Scores daily and takes action to improve guest satisfaction through training, coaching and problem resolution.
• Communicates with the Engineering Department regarding any maintenance requests from the guests.
• Communicates with the Housekeeping Department regarding guest rooms and requests.
• Has complete working knowledge of software system, including all daily transactions and those which are not performed often.
• Communicates with the Guest Service Manager by handling special requests, group blocking and unusual circumstances.
• Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.

Desired Competencies, Work Skills, And Knowledge

• Demonstrates a high QUALITY of work: Demonstrates accuracy and thoroughness. Monitors own work to ensure quality. Provides the best possible service to clients and customers.
• Demonstrates acceptable PRODUCTIVITY standards Meets or exceeds productivity standards. Produces adequate volume of work efficiently in a specific time.
• Demonstrates Excellent CUSTOMER SERVICE SKILLS Responds to requests for service and assistance. Demonstrates the desire and ability to provide high quality service to both internal and external customers. Solicits customer feedback to improve service.
• Demonstrates INITIATIVE Asks for and offers help when needed. Includes appropriate people in decision-making.
• Demonstrates ACCOUNTABILITY for their job performance Takes responsibility for own actions. Performs work with little or no supervision; works independently. Can be relied upon regarding task completion and follow up.

EDUCATION AND EXPERIENCE REQUIREMENTS

• Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
• Must have flexibility to work nights and weekends.
• Must be able to read and write fluent English.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to interpret and perform basic computer and POS system functions.
• Knowledge of Outlook, Word and Excel.
• Supervisor Responsibilities Position will supervise front desk staff, in conjunction with the Guest Service Manager.