Guest Service Supervisor

JOB DUTIES AND RESPONSIBILITIES

• Provide the highest quality of service to the guest at all times.
• Anticipate and exceed guest expectations.
• Assign specific duties to staff for efficient operation of department.
• Assist in training new associates and cross-training existing associates.
• Assist in interviewing and hiring new associates for the department.
• Promote teamwork and associate morale.
• Treat people with respect.
• Recognize associate successes.
• Have a thorough knowledge of emergency procedures and ensure staff responds appropriately in the event of an emergency.
• Assist Emergency Response Team as necessary.
• Know location and use of fire extinguishers.
• Maintains current list of available rooms for walk situations.
• Covers rooms and coordinates blocking of rooms.
• Checks printed registration cards against information on arrival report and rectifies any discrepancies.
• Ensures prompt and courteous service to guests.
• Pre-registers guests according to standards.
• Completes and monitors employee schedule.
• Maintains daily status of rooms, rates, discount rates and packages.
• Monitors VIP arrivals.
• Notifies Maintenance Department of any maintenance issues.
• Keeps track of rooms to ensure accurate status and readiness for check-in.
• Hires, coaches and disciplines direct reports.
• Interacts positively and professionally with guests to resolve issues.
• Demonstrate knowledge of EEO policy, Fair Employment Practices and Fair Labor Standards Act.
• Promote a harassment free work environment.

EDUCATION AND EXPERIENCE

• In-depth knowledge of hotel Front Desk operations.
• Basic math skills.
• Ability to communicate effectively verbally and in writing.
• Strong leadership skills.
• Excellent time management skills.