Guest Services Supervisor

About the role

The Guest Services Supervisor works 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 role 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, an 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 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.
• Collaborate effectively with co-workers and other departments to ensure guest needs are met, mending relationships if disagreements arise, and responding positively to feedback.
• 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

• Passion for the People, Place and Character of our community
• At least three (3) 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 25 lbs. for handling guest luggage
• Ability to push a bell cart with guest luggage that may contain up to 100 lbs.
• Valid driver’s license required which is required to park guest vehicles
• Work vary shifts, that may include days, nights, weekends, and holidays

Qualifications

• Intermediate skills in Microsoft Excel and Word to create spreadsheets or proposals
• Ability to lift up to 25 lbs. for handling guest luggage
• Ability to push a bell cart with guest luggage that may contain up to 100 lbs.
• Valid driver’s license required which is required to park guest vehicles
• Work vary shifts, that may include days, nights, weekends, and holidays

Skills

• Passion for the People, Place and Character of our community
• Leadership experience
• Interpersonal communication skills
• Microsoft Excel and Word proficiency
• Lifting and moving abilities
• Driver’s license
• Flexible scheduling

Benefits

Paid time off including vacation, sick and a floating holiday to use when you choose
Free parking in Ybor!!!
Free shift-meal prepared by our in-house culinary experts
Up to 50% off food when you dine at the restaurant as a guest
Greatly discounted room rates for your out-of-town guests
Medical benefit premiums begin at a bi-weekly cost of $66

Pay

Not specified

Schedule

Not specified