Supervisor, Guest Services

Overview

The Guest Services Supervisor assists the Hotel Operations Manager in all duties of the Front Office operation, including providing leadership to the Front Desk, Concierge and Valet Bell Services teams, training and team member development, delivery of quality and prompt exceptional guest service, and resolution of guest issues, while maximizing room revenue and occupancy.

Responsibilities

• Creates an atmosphere that induces guests to make Hard Rock Hotel & Casino Bristol their choice for gaming and entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members to provide superior guest service.
• Provides superior guest service, positively affects interactions with guests and team members, and has the resiliency to deal with difficult guests in all types of business conditions and the ability to work harmoniously with co-workers.
• Maintain regular presence throughout the departments. Responsible for providing an authentic experience that “rocks” for Hard Rock guests by ensuring that the Port Cochere entrance is visually inviting and provides amplified service to the guest.
• Responsible for managing Front Office, Valet Bell Services and Coat Check, including training, hiring, scheduling, supervising and evaluating.
• Maintains effective communication and relationships with team members, management, and guests.
• Assists Hotel Operations Manager in maintaining service standards and makes decisions in their absence.
• Trains, evaluates and supervises team to ensure that team members receive adequate guidance and resources to perform job responsibilities.
• Attend and participate in meetings, completing follow-up tasks as assigned.
• Teach/coach and document team members who fail to meet standards to maintain a high quality workforce.
• Present a professional image to team members, guests, clients, owners and investors.
• Responsible for providing empathy, and corrective action if guests’ vehicles are damaged on property.
• Ensures the Valet areas and surrounding environment are clean.
• Handles guest complaints in a timely, accurate, and courteous fashion.
• Makes recommendations to enhance and improve service to maximize guest satisfaction.
• Aid in the development and implementation strategies to improve departmental retention.
• Promote a positive work environment for all team members and ensure all employment related processes and documentation are in compliance.
• Attend and participate in regular meetings with team to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.
• Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.
• Resolve guest complaints and implement changes to prevent future issues in accordance with established guidelines from Management.
• Maintain presence front-of-house during the majority of team member’s scheduled business period.
• Ensure all property policies and procedures are fully implemented in department, including health and safety guidelines.
• Operate ethically to protect the Hard Rock brand. Ensure brand and business initiatives are implemented. Maintain confidentiality of guest, employee, and company information.
• Complete all required reports and paperwork.
• Comply with all policies and standard operating procedure of the property.
• Perform work regularly and predictably.
• Other duties as assigned.

Education And /Or Experience Requirements

• A High School Diploma or equivalent is required.
• One (1) year of full service Front Desk/Hotel Operations experience in a supervisory role.
• A Degree/diploma in Hotel Management, or an equivalent combination of education and experience that provides knowledge, skills, and ability sufficient to successfully perform the duties of the position.
• A Valid Driver’s License with a clean record for the previous 3 years.

Additional Requirements

• Must obtain and maintain all licenses / certifications per Federal, State, and Gaming/Lottery regulations.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Must be at least twenty-one (21) years of age or older.
• Ability to work nights, overnights, weekends, and holidays.
• Ability to work at a rapid pace, while maintaining attention to detail.
• Ability to function independently in a multi-tasking environment, as well as a part of a team.
• Must be able to work standing/sitting for long periods of time.
• Ability to walk distances.
• Ability to tolerate exposure to heat, cold, chemicals, secondhand smoke, and loud/noisy environment.
• Must be able to manage multiple tasks with attention to detail.
• Strong communication skills, phone etiquette and exceptional guest service skills.
• Computer skills to include MS Office and hotel PMS.