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Form of workJob Summary
Guest Experience Supervisor is responsible for ensuring the successfuloperation of the Front Office, Valet, Concierge, Bell, Retail, Night Audit, RoomService, and PBX services in an attentive, friendly, efficient and courteousmanner, providing all guests with quality service prior to and throughout theirstay, while maximizing room revenue, occupancy, and efficient operations ofstaff. Primaryduties must consist of administrative, executive, or professional tasks more than 50percent of the time and job duties must also involve the use of discretion andindependent judgementmore than 50 percent of the time.
Education & Experience
• At least 5 years of progressive experience in a hotel or arelated field; or a 2-year college degree and 3 or more years of related experience; or a 4-year collegedegree and at least 1 year of related experience.
• Supervisory experience required.
• Must be proficient in Windows operating systems, Companyapproved spreadsheets and word processing.
• Must have a valid driver's license from the applicablestate.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternativecourses of action quickly and accurately.
• Must work well in stressful, high pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace,including anticipating, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information,data, etc., from disparate sources and consider, adjust or modify to meet the constraints of theparticular need.
• Must be effective at listening to, understanding, andclarifying the concerns and issues raised by coworkers and guests.
• Must be able to work with and understand financialinformation and data, and basic arithmetic functions.
Job Duties & Functions
• Respond to all guest requests, problems, complaints and/oraccidents presented at the Front Desk or through Reservations, in an attentive, courteous andefficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Guest Servicespersonnel according to HCW Hospitality S.O.P.'s.
• Ensure compliance to brand and company training, using thesteps to effective training according to HCW Hospitality standards.
• Develop employee morale and ensure training of Guest Servicespersonnel.
• Maximize room revenue and occupancy by reviewing statusdaily. Analyze rate efficiency, monitor credit report and maintain close observation of daily housecount.
• Supervise the NightAudit function and monitor the House Charge Worksheet and Flash Report for accuracy.
• Participate in required M.O.D. program as scheduled.
• Review Guest Services staff's worked hours for payrollcompilation and submit to Accounting on a timely basis.
• Prepare employee Schedule according to business forecast,payroll budget guidelines and productivity requirements.
• Ensure that no-show revenue is maximized throughconsistent and accurate billing.
• Maintain HCW Hospitality S.O.P.'s regarding PurchaseOrders, vouchering of invoices and checkbook accounting.
• Maintain a professional working relationship and promoteopen lines of communication with managers, employees and other departments.
• Work closely with Accounting on follow-up items, i.e.,returned checks, rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system,including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensurethat employees maintain HCW Hospitality S.O.P.'s in its use.
• Monitor the process of taking reservations ensuring thatHCW Hospitality courtesy and up selling techniques are maintained.
• Greet and welcome all guests approaching the Front Desk inaccordance with HCW Hospitality S.O.P.'s.
• Ensure implementation of all HCW Hospitality policies andhouse rules.
• Operate radios efficiently and professionally incommunicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Coordinate all aspects of the ongoing implementation ofthe HCW Hospitality philosophy of service.
• Ensure correct and accurate cash handling at the FrontDesk.
• Attend monthly all-employee team meetings and any otherfunctions required by management.
• Attend weekly staff meeting and provide training on arotational basis using steps to effective training according to HCW Hospitality standards.
• Obtain all necessary information when taking roomreservations.
• Ensure logging and delivery of all messages, packages, andmail in a timely and professional manner.
• Be aware of all rates, packages and promotions currentlyunderway.
• Follow and enforce all HCW Hospitality hotel creditpolicies.
• Process and handle guest laundry (property specific).
• Ensure that employees are, at all times, attentive,friendly, helpful and courteous to all guests, managers and other employees.
• Ensure participation within department for monthly HCWteam meeting.
• Focus the Guest Services Department on their role incontributing to the guest service scores.
• Monitor all V.I.P.'s, special guests, and Caesars RewardsDiamond and 7 Star tiers and requests.
• Maintain required pars of all front office and stationarysupplies.
• Review daily Front Office work and activity reportsgenerated by Night Audit.
• Review Front Office log book and Guest Request log on adaily basis.
• Assist the General Manager and Engineering Department inimplementing and maintaining emergency procedures.
• Be familiar with all corporate sponsored programs such asairline mileage, Caesars Reward programs, and the standards and procedures for each.
• Maintain an organized and comprehensive filing system withdocumentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Conduct meetings according to HCW Hospitality standards asrequired by management.
• Communication and collaboration with Engineering,Housekeeping, Revenue Management, Sales teams.
• Successful management of Valet Parking Services
