Guest Services Supervisor

Job Duties

• Provide leadership, training and guidance with the direction of the Guest Service Manager to the Bell Person team to ensure smooth daily operation of the Guest Services department while maintaining high levels of guest satisfaction.
• Ensure that the operational budget is adhered to and all costs are controlled.
• Serve as a liaison for guests by providing information relating to all aspects of the hotel.
• Ensure that the Lobby and front entrance are kept clean, paying special attention to all glass areas and the main doors as well as anything left behind in the seating areas.
• Ensure that all deliveries for Guests and colleagues are correctly recorded and then delivered to the correct destination in a timely fashion.
• Maintain a presence in the Lobby when not delivering luggage to guest rooms, offering assistance to Guests, under the direction of the Guest Services leaders.
• Ensure all luggage is collected from guestrooms within the standard time.
• Ensure that all luggage is delivered immediately as instructed by Royal Service and placed in the room to the correct standard.
• Handle all Guest property with extreme care.
• To assist with room changes as directed by the Front Office.
• Ensure that all long term Guest luggage is stored correctly and logged in the correct manner.
• Ensure that guest elevators are only used when is absolutely necessary and when deliveries to guestrooms are of an urgent nature - this will be deemed by the Guest Service Manager.
• Be aware of all functions that are taking place in the hotel and to direct guests to the correct destination.
• Display an attitude of friendliness, courtesy and sincerity to all Guests (both internal and external), making them feel welcome and at ease, using guest names at every given opportunity.
• Be fully aware of all restaurants and services in the Hotel, being knowledgeable of opening times, type of cuisine and dress code.
• Maintain amicable and co-operative working relations with other departments in the Hotel.
• Be aware of the departmental schedule and to always be on time for duty.
• Other duties as assigned

Qualifications

• A service focused personality is essential.
• Previous experience in a similar leadership role is an asset.
• Prior experience working with Opera or related hotel PMS system.
• Strong interpersonal and problem solving abilities and the ability to lead by example.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective.
• Proficient in English (verbal & written).
• Must be able to lift up to 20 lbs.