Guest Services Supervisor - Hotel Paso Del Norte - El Paso, TX

Job Purpose

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

Qualifications and Requirements

• High School diploma / Secondary qualification or equivalent
• Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards
• Must be able to speak, read, write and understand the primary language(s) used in the workplace
• Must be able to read and write to facilitate the communication process
• Requires good communication skills, both verbal and written
• Must possess basic computational ability
• Must possess basic computer skills
• Extensive knowledge of the hotel, its services and facilities
• General knowledge of the city where hotel is located and its attractions

Skills

• Properly handle and account for keys
• Knowable of policies regarding emergency procedures and security concerns
• Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available
• Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
• Full understanding of franchise honors program
• Ensures all customers establish credit upon check-in
• Improves timeliness of cash flow by adhering to all established credit and inventory control procedures
• Verifies all information on reservations check-in; name, address, method of payment, etc.
• Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers
• Identifies and records special billing instructions and notifies accounting
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes
• Adheres to hotel policies regarding the use of cash banks
• Reports potential sales contacts to the sales department protection of guests’ room numbers

Benefits

• Team Driven and Values Based Culture
• Medical/Dental/Vision
• Vacation & Holiday Pay
• Employee Assistance Program
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• Third Party Perks (Movie Tickets, Attractions, Other)
• 401(k)
• Employee assistance program
• Employee discount
• Flexible schedule
• Life insurance
• Parental leave
• Referral program