Guest Service Supervisor

Job Description

A Guest Services / Front Desk Supervisor assists the Front Office Manager/Operations Manager in overseeing the Front Office Team, which is the main connection between the Guest, the hotel, and the various hotel departments. This position is responsible for managing the first impressions of our Guests and performing the following tasks to the highest standards.

• Roll up their sleeves and assist our teams when needed, living our “ONE TEAM. ONE VISION.” philosophy.
• Provide innovative ways that align with our mission to be the best, most respected hotel company in America.
• Focus on ways to promote and engage in internal growth programs.
• Continuously exemplify and live by our Culture.
• Maintain a high standard and monitor and evaluate guest satisfaction.
• Recognize regular and VIP Guests promoting Brand loyalty program.
• Maximize room occupancy at best rates.
• Promote other services and facilities of the hotel through up-selling techniques.
• Assist with other departments when necessary.
• Comply with hotel security, fire regulations, and all health/safety regulation and legislation.
• Have knowledge of all hotel systems including phone PBX system, key system, PMS systems, and company programs.
• Have knowledge of surrounding area.

Skills

• Keep confidential the business functions of the company including, but not limited to, financial status, customer/guest information, employee issues, etc.
• Be responsible for security of guests, fellow employees and hotel assets.
• Know fire alarm system and evacuation procedures.
• Able to report to scheduled shifts.
• Able to communicate effectively in writing, by telephone and in person.
• Able to work a flexible schedule.
• Be organized, honest, and work well with others.
• Maintain a clean and attractive work area, uniform, and person.
• Maintain the highest degree of integrity and be humble, living by the Golden Rule.
• Work with people from diverse cultures and backgrounds.
• Values dedication, innovation, showing respect, being driven by excellence, being community-focused, and having a spirit of service.
• Be able to bend, reach, kneel, push, and stretch and lift and/or carry up to 25 pounds.
• Perform work for 8 hours and work in a restrictive space/environment.
• Must have eyesight enabling vision both near and far.
• Must be able to use/lift arms for up to 8 hours.
• Must be able to handle escalated issues within the brand and company guidelines and is able to deescalate any issues to ensure guest satisfaction and company values are demonstrated.
• Have finger dexterity for operating equipment such as PMS systems and computers.
• Must speak in a clear, understandable voice, hear at a basic level, and understand English.
• Be able to write effectively to communicate guest needs and operational items for team.

Benefits

• Paid Time Off
• Optional Health, Wellness and Care benefits
• Health Reimbursement Program
• Flexible Spending Account
• Stay Discounts
• Optional Company paid Life Insurance
• 401(k) and 401(k) matching
• Employee Assistance Program
• Several Voluntary and Supplemental Insurance Options
• Select Paid Holidays and One Personal Floating Holiday
• Loyalty Incentives and Other Unique Incentive Programs