Phone Supervisor

About the Role

The AYS (At Your Service) Supervisor oversees the department to ensure all guest requests and needs—including answering calls, dispatching requests, and following up—are handled efficiently and to the highest standard.

Responsibilities

• Provide the highest quality of service to guests at all times, anticipating and exceeding guest expectations.
• Know and live the mission and brand basics of White Lodging.
• Supervise staff, complete schedules, and oversee staffing levels to meet service goals within labor models.
• Ensure associates follow schedules, take breaks, and adjust staffing based on business levels.
• Assign duties to staff for efficient department operation.
• Order supplies, complete inventory, and ensure associates have proper equipment and uniforms.
• Perform all hourly functions and operate department equipment.
• Assist in training new associates and cross-training existing associates.
• Participate in interviewing and hiring new associates.
• Resolve routine associate issues and escalate to management or HR as needed.
• Enforce safety standards, retrain associates on unsafe behaviors, and follow up with injured associates.
• Promote teamwork, associate morale, and recognize successes via the White Lodging Recognition Program.
• Conduct daily pre-shift meetings, uniform inspections, and monthly/quarterly departmental meetings.
• Represent the department at staff meetings and ensure knowledge of emergency procedures.
• Handle guest calls promptly, courteously, and efficiently using proper telephone etiquette.
• Dispatch personnel to fulfill guest requests and resolve issues, logging all interactions in Guestware.
• Maintain daily logs, special item boards, and communication with Chef and Room Service Manager.
• Input guest information into the computer system, including requests, resolutions, and follow-ups.
• Take in-room dining/service orders and maintain knowledge of hotel services, hours, and local attractions.
• Maintain directories for local services (hotels, airlines, restaurants, attractions, etc.) to answer guest inquiries.
• Communicate outstanding issues, supply shortages, and pending services via communication boards and pass-on logs.
• Follow up on previous shift requests and handle emergencies according to procedures.
• Report unsafe conditions, operate TDD for guests, and ensure compliance with all policies and procedures.
• Maintain security and confidentiality of guest and hotel information.
• Practice energy conservation, report maintenance issues, and keep work areas clean.
• Adhere to attendance policies, wear uniforms/nametags, and follow all work rules and procedures.
• Perform other duties as assigned, including working nights, weekends, and holidays.

Skills & Competencies

• Job Knowledge
• Flexibility/Adaptability
• Quality and Quantity of Work
• Organization Skills
• Guest Focus/Customer Service
• Reliability/Dependability
• Judgment/Problem Solving
• Motivation/Initiative
• Cooperation/Teamwork

Must pass certification quiz/test for the position and complete Chemical Training and Blood Borne Pathogen Training.

Qualifications

No formal education or experience is required.

Working Conditions

• Regularly lift, carry, or move up to 10 lbs.
• Occasionally lift, carry, or move up to 50 lbs. with assistance.
• Follow proper moving and lifting procedures.
• Regularly stand, sit, walk, reach, use hands, talk, and hear.

Benefits

• Medical, Dental, and Vision Insurance
• Life Insurance
• Employee Assistance Program (EAP)
• 401(k) Retirement Plan
• Vacation and Paid Time Off (PTO)
• Tuition Reimbursement
• Complimentary and Discounted Hotel Rooms