Guest Services Supervisor - Sheraton Columbia, South Carolina

Key Responsibilities

• Supervise and lead the operations of the front desk to ensure the optimal level of service and hospitality is provided to guests.
• Train, direct the work of, resolve issues/problems, lead, and coach and counsel the front desk team members to ensure a quality operation.
• Empower associates to satisfy guests and to make decisions.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality of service.
• Ensure that the following Front Desk areas of responsibility are handled properly, with thoroughness, accuracy, and efficiency, in a friendly environment:
• Phones/Switchboard
• Check-ins/Check-outs
• Reservations
• Amenity/Gift Shop/Pantry Needs
• Messaging/Wake-Up Calls/Mail/Faxes
• Ensure VIP program is executed properly.
• Be available to help other departments in emergency situations.
• Maintain effective communication with each department including through meetings, log books, bulletins and emails. Communicate all pertinent information.
• Relays safety guidelines to customers (in room safes, safety deposit box, etc.).
• Model desired behavior.
• Increase revenues by offering customers upgraded rooms and promoting hotel amenities and outlets.
• Complete shift closing accurately.
• Have complete knowledge of hotels rooms, function space, restaurant, other outlet, and services at the hotel.
• Follow all company standard operating procedures (SOP)
• Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook.

Qualifications

• 1-2 years hotel front desk experience required.
• Preferred Qualifications: Supervisory experience strongly preferred.