Guest Service Supervisor

About the role

The 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 focuses on promoting and engaging in internal growth programs, exemplifying and living by the company's culture, and meeting/exceeding company goals and three metrics.

Responsibilities

• Focus on ways to promote and engage in internal growth programs.
• Continuously exemplify and live by our Culture.
• Meet/exceed our 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.
• Perform 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 assist in overseeing the Front Office and maintaining 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.
• Aid other departments when necessary.
• Comply with hotel security, fire regulations, and all health/safety regulations and legislation.
• Have knowledge of all hotel systems including phone PBX system, key system, PMS systems, and company programs.
• Have knowledge of surrounding area.

Requirements

• Keep confidential the business functions of the company including, but not limited to, financial status, customer/guest information, employee issues, etc.
• Must be responsible for security of guests, fellow employees, and hotel assets.
• Able to report to scheduled shifts.
• Able to communicate effectively in writing, by telephone, and in person.
• Able to work a flexible schedule.
• Is organized, honest, and works well with others.
• Maintain a clean and attractive work area, uniform, and person.
• Has the highest degree of integrity and is humble, living by the Golden Rule.
• 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.
• Can 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.
• Must be able to write effectively to communicate guest needs and operational items for team.

Qualifications

Necessary Skills:

• Keep confidential the business functions of the company including, but not limited to, financial status, customer/guest information, employee issues, etc.
• Must be responsible for security of guests, fellow employees, and hotel assets.
• Able to report to scheduled shifts.
• Able to communicate effectively in writing, by telephone, and in person.
• Able to work a flexible schedule.
• Is organized, honest, and works well with others.
• Maintain a clean and attractive work area, uniform, and person.
• Has the highest degree of integrity and is humble, living by the Golden Rule.
• 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.
• Can 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.
• Must be able to write effectively to communicate guest needs and operational items for team.

Skills

Necessary Skills:

• Keep confidential the business functions of the company including, but not limited to, financial status, customer/guest information, employee issues, etc.
• Must be responsible for security of guests, fellow employees, and hotel assets.
• Able to report to scheduled shifts.
• Able to communicate effectively in writing, by telephone, and in person.
• Able to work a flexible schedule.
• Is organized, honest, and works well with others.
• Maintain a clean and attractive work area, uniform, and person.
• Has the highest degree of integrity and is humble, living by the Golden Rule.
• 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.
• Can 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.
• Must be able to write effectively to communicate guest needs and operational items for team.

Benefits

Vision Hospitality Group offers the following 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
• Select Voluntary and Supplemental Insurance Options
• Select Paid Holidays and One Personal Floating Holiday
• Loyalty Incentives and Other Unique Incentive Programs

Pay

Compensation will be commensurate with experience.

Schedule

Flexible schedule is required.