Guest Services Supervisor

About the role

The Guest Services Supervisor reports to and collaborates with the Guest Services Manager to set the tone for the front-of-house guest experience of the hotel. This integral role assists in leading the Guest Services department by example, ensuring that no need goes unmet and no opportunity to make a guest’s visit special is missed.

Responsibilities

• Uphold and model the company’s principles of People, Place, and Character, while encouraging your team to embody our values that drive collaboration, intuitive service, and translocal hospitality
• Demonstrate passion and genuine care for all aspects of the associate and guest experience, handling all interactions with the highest level of hospitality and professionalism, understanding that the hotel guest is your guest
• Own all aspects of a guest’s experience from beginning to end by ensuring accurate and thorough reservation details, inviting arrival, recommendation of local experiences, and a seamless departure ascertaining satisfaction throughout and adjusting as necessary
• Collaborate with the Guest Services Manager to coach your team to complete the necessary activities for the day to ensure standards are achieved, ensuring an environment where associates feel valued and supported to exceed guests’ needs
• Accommodate special requests whenever possible, even if it requires breaking a protocol for the benefit of the guest, as our service style and standards are a guide to help you use sound judgment
• Serve as the tour guide for all hotel experiences a guest may encounter, following your intuition to uncover each guest’s likes or dislikes enabling you to add a personalized touch that creates a special memory
• Display professionalism and discretion throughout all guest interactions, maintaining a consistently calm and engaging presence
• Partners with Housekeeping and Engineering to ensure hotel facilities and rooms are maintained in optimal condition, being emphatic about the smallest detail which may go unseen by the untrained eye
• Seize any opportunity to go beyond the expectations of the position to assist with a guest’s needs, help a co-worker, cross-train in another department, or fulfill a reasonable request by a manager
• Partner with Director of Revenue to monitor all reservation channels, verifying that detailed reservation information is collected and handled properly according to standards and protocol

Requirements

• At least (3) three years’ hospitality experience within upscale, lifestyle, or luxury property; or comparable combination of education and experience; prior leadership experience preferred
• Professional proficiency of the English language in reading, writing, and verbal communication
• Adaptable interpersonal communication skills to address all employee levels of the hotel
• Intermediate skills in Microsoft Excel and Word to create spreadsheets or proposals
• Ability to lift up to 70 lbs. for handling guest luggage
• Ability to push a bell cart with guest luggage that may contain up to 150 lbs.
• Ability to work in a dog-friendly environment
• Ability to work varied shifts, that may include days, nights, weekends, and holidays

Qualifications

• Passion for the people, place, and culture of our community

Skills

• Highly analytical thought and recommendations
• Respectful in daily interactions with managers, team members, and peers
• Collaborative thought and ability to express a point of view respectfully
• Engages others in general conversation to build rapport quickly
• Approaches fact-finding and discovery missions as a collaborative effort
• Values input and experiences of others that creates additional insight to uncover deeper issues
• Influences others to effectively drive results and takes direction to execute on the strategy through tactical methods
• Prioritizes and organizes own work when necessary by working flexible or extended hours to accommodate increased workload

Benefits

• Paid Vacation, Sick Time and Holidays
• Medical, Dental, Vision, and Pet Insurance
• Discounted pet insurance available through ASPCA
• 401(k) Retirement Plan with employer match
• Paid time off to volunteer for the causes you care about in your community

Pay

Pay Rate: $22.00 per hour

Schedule

Varies based on hotel needs