Hotel Guest Service Supervisor

SUMMARY

Responsible for the successful overall supervision of all activities related to all Hotel Departments, ensuring smooth and efficient operation, maximum occupancy, and optimum Guest Service and satisfaction.

ESSENTIAL DUTIES OF THE POSITION

• Guides and supports Front desk team members in the daily performance of their duties to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction.
• Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.
• Trains and directs the workflow and processes of the front desk.
• Resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation.
• Resolves guest issues, complaints and problems in a quick, efficient manner to maintain a high level of guest satisfaction and quality service.
• Ensures safety by following guest check in and security procedures and reporting suspicious activity.
• Communicates to Hotel Management any guest, associate or guestroom problems.
• Provides technical support to front desk and housekeeping staff when needed.
• Ensures a maximum level of service and satisfaction is achieved and maintained.
• Posts charges to guest accounts and processes payment of accounts.
• Ensures all reservations have form of payment, and responsible for accounts without payment on non-zero balance report.
• Facilitates the flow of information throughout the property during the specific shift.
• Performs the duties of Guest Service Agent, Bell Person, and PBX Operator when staffing levels demand.
• Works the Front Desk during peak hours of check-in and check-out to decrease the check in and check-out time for our guests.
• Responsible for maintaining a consistent, regular attendance record.
• All other duties as assigned.

COMPETENCIES

• Values based leader and active role model in living and teaching the MLCV Way.
• Act as an advocate for property strategies that further support the department’s needs.
• Delivering Guest Service that is more immersive, customized and responsible to changing expectations.
• Organized and flexible to meet the needs of the business, guests and associates.
• Understanding of company/business needs.

EDUCATION and/or EXPERIENCE

• High school diploma, general education degree (GED) or ability to pass our Basic Skills Assessment.
• Six (6) months experience in a Hotel required.
• Or successful completion of a related company approved development placement program

Job Type: Full-time

Pay: $15.00 - $17.00 per hour

Schedule:

• 8 hour shift
• Holidays
• Nights as needed
• Weekends as needed

Work setting:

• In-person

Ability to Relocate:

• Council Bluffs, IA 51501: Relocate before starting work (Required)

Work Location: In person