Guest Service Supervisor

Job Description

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. Responsible for managing the first impressions of our Guests and performing the following tasks to the highest standards.

• Roll up sleeves and assist 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.
• Foster internal growth programs and exemplify and live by our Culture.
• Meet/exceed company goals and three metrics.
• Complete all required training.
• Have proven advanced knowledge and skills related to guest services, PMS systems, and basic supervisory skills.
• Adhere to all standard operating procedures and property specific brand standards.
• Avoid any other duties as requested by management to aid in better operation of the hotel and service to the guests.
• Provide personalized, friendly service to every guest and associate.
• Absorb and oversee the Front Office and maintain a high standard.
• 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.
• Absorb and 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.

Necessary Skills

• Keep confidential the business functions of the company including, but not limited to, financial status, customer/guest information, employee issues, etc.
• Responsible for security of guests, fellow employees and hotel assets.
• Knowledge of 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.
• Organized, honest, and works well with others.
• Maintain a clean and attractive work area, uniform, and person.
• Able to work with people from diverse cultures and backgrounds.
• Values of 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.

Company Values

• Dedication
• Innovation
• Showing Respect
• Driven by Excellence
• Community-Focused
• Spirit of Service

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