Guest Services Supervisor

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Work with Guest Services Manager to train and monitor front office and breakfast staff.
• Maintains Guest Service Scores daily and takes action to improve guest satisfaction through training, coaching, and problem resolution.
• Communicates with the Engineering Department regarding any maintenance requests from the guests.
• Communicates with the Housekeeping Department regarding guest rooms and requests.
• Has complete working knowledge of software system, including all daily transactions and those which are not performed often.
• Handles checks and credit cards received from the guests for payment of hotel charges.
• Knows all room rates and assists with reservations, checking guests in and out of the hotel.
• Assists the Guest Service Manager by handling special requests, group blocking, and unusual circumstances.
• Maintains regular attendance, is consistently on time, and observes prescribed work, break, and meal periods in compliance with standards.
• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.

Desired Competencies, Work Skills, And Knowledge

• Demonstrates a high QUALITY of work: Demonstrates accuracy and thoroughness. Monitors own work to ensure quality. Provides the best possible service to clients and customers.
• Demonstrates acceptable PRODUCTIVITY standards: Meets or exceeds productivity standards. Produces adequate volume of work efficiently in a specific time.
• Demonstrates Excellent CUSTOMER SERVICE SKILLS: Responds to requests for service and assistance. Demonstrates the desire and ability to provide high quality service to both internal and external customers. Solicits customer feedback to improve service.
• Demonstrates INITIATIVE: Asks for and offers help when needed. Includes appropriate people in decision-making.
• Demonstrates ACCOUNTABILITY for their job performance: Takes responsibility for own actions. Performs work with little or no supervision; works independently. Can be relied upon regarding task completion and follow up.

EDUCATION AND EXPERIENCE REQUIREMENTS

• Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

WORK ENVIRONMENT

• Indoor work environment
• Minimal to moderate noise levels consistent with hotel environment

PHYSICAL DEMANDS

• Stand more than 2/3 of the time
• Walk more than 2/3 of the time
• Sit less than 1/3 of the time
• Lift up to ten pounds
• Push / pull up to 10 pounds

Equal Employment Opportunity

Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.

Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.