Guest Service Supervisor

About the Role

The Guest Service Supervisor oversees the day-to-day operations of the Front Office, including personnel, budget performance, and financial controls.

Character traits of honesty and trustworthiness are essential to this position and must be displayed at all times. Potential associates must pass appropriate security clearances.

Responsibilities

• Train, coach, counsel, and develop team members to maintain a professional and cohesive team.
• Promote positive morale and friendly attitudes among staff.
• Work within budgeted guidelines for maximum revenues and within labor models.
• Learn and utilize the Property Management System (PMS).
• Check all credit cards for validity and ensure all cash, check, and miscellaneous departments are balanced at the end of shifts.
• Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special requests when possible.
• Promote and sell services and amenities of the hotel.
• Encourage repeat business by offering to take future reservations and providing recommendations for alternate same-brand products.
• Identify potential sales leads through guest interaction and pass information to the appropriate individual.
• Maintain safety and security practices, including thorough knowledge of emergency procedures.
• Ensure guests are provided with the highest quality product and service.
• Communicate special requests, late check-outs, and special needs to housekeeping and other departments.
• Maintain certification from a brand-approved responsible vendor training program.
• Utilize the Service Recovery Log and other necessary communication logs from shift to shift.
• Respond to guest comments and issues in a timely manner.
• Perform other duties as assigned and adapt to staffing needs throughout the hotel.

Requirements

Prerequisites

• One year of experience supervising at least three associates.
• Two years of experience in the service industry.
• High school diploma or equivalent.

Essential Job Functions

• Perform major life activities such as standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.
• Push or pull 60 pounds unassisted and lift and/or carry 30 pounds unassisted.
• Stand for eight hours, bend, stretch, and reach.
• See and hear effectively.
• Communicate clearly with other associates and guests.

Knowledge

• Supervisory skills: train, appraise, document, and motivate.
• Knowledge of area shopping, dining, entertainment, and travel directions to assist guest inquiries.
• Awareness of daily hotel operations, including events, bulletin boards, and updates on changes, new procedures, and events.
• Familiarity with the entire property, staff, services, hours of operation, room types, locations, rates, and discounts.
• Understanding of the Frequent Stay Program and reservations procedures, including cancellations and "walking" guests.

Skills

• Train and develop associates through meetings and logs.
• Monitor and document associates for both positive and negative feedback.
• Operate the property management system proficiently.
• Maintain organization of supplies and order as necessary.

Abilities

• Multitask while remaining associate- and guest-service centric.
• Effectively communicate with guests, department heads, associates, and home office support staff.
• Solve guest issues professionally while maintaining a hospitable attitude.
• Market and promote the hotel to increase exposure and sales.
• Stay organized and proactive in a fast-paced environment.

Working Conditions

• This position requires a physical presence at the hotel and is not conducive to telecommuting or remote work.
• Standing and walking for long periods while maintaining a friendly, professional image.
• May be required to work any day or shift, including weekends.

Career Advancement

Possible advancement opportunities include:

• Assistant General Manager
• General Manager
• Guest Service Manager