Guest Services Supervisor

Job Purpose:

Oversees front desk operations. Provides guest service, guidance and leadership to ensure consistent customer service is provided. Assigns and instructs team members in details of work. Monitors lobby traffic to make staffing adjustments accordingly. Resolves customer complaints, trains, supervises, schedules and assists in evaluating staff.

Job Responsibilities:

• Oversee the front desk staff to ensure optimal guest experience and smooth front desk operation. Pitching in, you attend to guest needs at the front desk. You know the property layout by heart to ably guide guests and answer questions.
• Create an environment where motivated people want to join, learn, do their best, and advance. Oversee a diverse team of motivated desk agents by modeling the way, by training, empowering, and coaching throughout the employment lifecycle.
• Monitor workflow, room status and group activity and effectively communicate info for well-informed fellow departments, to increase team efficiency and overall productivity.
• Delegate tasks, monitor line level staff and act as a liaison with other departments.
• Help with security by ensuring cashier reports balance, banks and deposits are verified, and key control is monitored.
• Provide emergency assistance to residents as needed.
• Monitor building safety.
• Participate as part of the support team for residents.
• Excellent verbal and written English communication skills, with a second language helpful.
• Use personal judgment and specialized knowledge to give information to people.
• Customer Focus, anticipates guest needs and responds pleasantly and professionally
• Experience in cash handling and credit cards
• Experience in maintaining confidential information, including guest registration and cc information.
• The ability to access, retrieve and leverage info from the hotel property management system is expected.
• Ability to work well with others and encourage the same values in team members
• Composure to work under pressure and to address and resolve guest problems or concerns
• Approachability to encourage effective communication with guests and fellow team members
• Use eyes, hands, and fingers accurately while operating a switchboard or computer keyboard.
• General office equipment and cash register operation knowledge is expected.
• Other duties as assigned.

Job Skills:

• Speak clearly and listen carefully.
• Use personal judgment and specialized knowledge to give information to people.
• Communicate well with many different kinds of people.
• Change easily and frequently from one activity to another such as from typing to interviewing, to searching in a directory, to using a telephone.
• Use eyes, hands, and fingers accurately while operating a switchboard or computer keyboard.

Job Qualifications:

Education:

HS Diploma or equivalent.

Experience:

Minimum 3 months hospitality, general office, accounts receivable, or customer service experience.

Schedule:

• Day shift
• Evening shift
• 10 hour shift
• 12 hour shift
• 8 hour shift
• Weekend Availability
• Monday to Sunday
• On Call
• Overtime

Benefits:

• Completive Salary
• Employee Hotel discount
• Health Insurance
• Dental Insurance
• Vision insurance
• Paid Holiday, Vacation and Sick Days
• Disability Insurance
• Flexible schedule
• Various Bonus Programs
• Signing Bonuses
• Referral program
• Commission for referred and booked hotel business

COVID-19 Safety Precautions:

• Personal Protective Equipment provided
• Plastic shields at work stations
• Temperature screenings
• Social distancing guidelines in place per CDC guidelines
• Sanitizing, disinfecting, and cleaning procedures in place

We are an equal opportunity employer and consider all qualified applicants equally without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.