Guest Services Supervisor

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Work with Guest Services Manager to train and monitor front office 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 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 guests for payment of hotel charges.
• 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: Accuracy and thoroughness; monitors own work to ensure quality; provides the best possible service to clients and customers.
• 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; can be relied upon regarding task completion and follow up.

EDUCATION AND EXPERIENCE REQUIREMENTS

• One to two years related experience and/or training; or equivalent combination of education and experience.
• Must have flexibility to work nights and weekends.
• Must be able to read and write fluent English.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to interpret and perform basic computer and POS system functions.
• Knowledge of Outlook, Word, and Excel.
• Supervisor Responsibilities: Position will supervise front desk staff, in conjunction with the Guest Service Manager.

WORK ENVIRONMENT

• Indoor work environment
• Minimal to moderate noise levels consistent with hotel environment
• Position is expected to: 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.