LBA Hospitality

Manages and develops hotels for ownership groups

Guest Service Supervisor

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeCape Canaveral, FL, USANo salary listedIn-person

About the Job

Requirements

At least one year of experience supervising at least three associates.
At least two years of experience in the service industry.
A high school diploma or equivalent is required.
Must pass appropriate security clearances under company policy.
Must be able to stand, lift, bend, stretch, reach, see, hear, read, concentrate, think, and communicate.
Must be able to push or pull 60 pounds unassisted and lift or carry 30 pounds unassisted.
Must be able to stand for eight hours and walk or stand for long periods while maintaining a friendly, professional image.
Must be available to work any day or shift, including weekends.
Must be able to operate a property management system.
Must maintain certification from a brand-approved responsible vendor training program.

Responsibilities

Oversee the day-to-day operations of the Front Office, including personnel, budget performance, and financial controls.
Train, coach, counsel, appraise, document, motivate, and develop associates.
Maintain a professional, cohesive team and promote positive morale and friendly attitudes.
Work within budgeted guidelines to maximize revenue and comply with labor models.
Learn and utilize the property management system.
Check credit cards for validity and ensure cash, checks, and miscellaneous departments are balanced at the end of each shift.
Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special requests when possible.
Promote and sell hotel services and amenities.
Promote repeat business by offering future reservations and recommending alternate same-brand products.
Identify potential sales leads and contacts through guest interactions and pass information to the appropriate individual.
Maintain safety and security practices and knowledge of emergency procedures.
Ensure guests receive a high-quality product and service.
Keep housekeeping and other departments informed about special requests, late check-outs, and special-needs areas.
Use the Service Recovery Log and other communication logs to share information between shifts.
Respond to guest comments and issues in a timely manner.
Maintain organized supplies and order supplies as necessary.
Perform other duties as assigned and as staffing needs arise throughout the hotel.

Desired Qualifications

Knowledge of area shopping, dining, entertainment, and travel directions to assist guest inquiries.
Knowledge of daily hotel operations, events, bulletin boards, changes, procedures, and events.
Knowledge of the entire property, staff, services, hours of operation, room types, locations, rates, and discounts.
Knowledge of the Frequent Stay Program.
Knowledge of reservation procedures, including cancellations and walking guests.
Ability to multitask while remaining associate- and guest-service focused.
Ability to communicate effectively with guests, department heads, associates, and home-office support staff.
Ability to resolve guest issues professionally while maintaining a hospitable attitude.
Ability to market and promote services to increase exposure and sales.
Ability to stay organized and proactively organize work in a fast-paced environment.

Description

The Guest Service Supervisor oversees the day-to-day operations of the Front Office including, but not limited to: personnel, budget performance, and financial controls.

PREREQUISITES

Company associates have access to guestrooms and property. As such, character traits of honesty and trustworthiness are essential to this position and must be displayed at all times. Per company policy, potential associates must pass appropriate security clearances.

One year experience supervising (at least) three associates.
Two years’ experience in service industry.
High school diploma or equivalent

SUMMARY OF ESSENTIAL JOB FUNCTIONS

Must be able to perform major life activities: Standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.
Must be able to push or pull 60 pounds unassisted and lift and/or carry 30 pounds unassisted.
Must be able to stand for eight hours, bend, stretch, reach.
Must be able to see and hear
Must be able to communicate with other associates and/or guests.

Requirements

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Knowledge:

Supervisory skills: Train, appraise, document, motivate.
Area shopping, dining, entertainment and travel directions to assist guest inquiries.
Daily hotel operations check daily events, bulletin boards and are up to date on changes, new procedures and events.
Entire property, staff, services, hours of operation, type of rooms, locations, rates, discounts.
Frequent Stay Program
Reservations procedures including cancellations and “walking” guests

Skills:

Train and develop associates through meetings, logs, etc.
Monitor and document associates for both positive and negative feedback.
Computer literate to thoroughly operate property management system.
Maintain organization of supplies and order as necessary.

Abilities:

Multi task, remain associate and guest service centric.
Effectively communicate with guests, department heads, associates and home office support staff.
Solve guest issues with professionalism maintain hospitable attitude.
Market and promote to increase exposure and sales.
Stay organized and proactively organize in a fast paced environment.

SPECIFIC RESPONSIBILITIES

Maintain a professional cohesive team by: Training, coaching, counseling and developing the most qualified individuals.
Promote positive morale and friendly attitudes.
Work within budgeted guidelines for maximum revenues and within labor models.
Learn and utilize PMS.
Check all credit cards for validity and ensure all cash, check and miscellaneous departments are in balance at shifts end.
Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special requests when possible.
Promote and sell services/amenities of the hotel.
Promote repeat business by offering to take future reservations and providing recommendations for alternate same brand-type products.
Be aware of potential sales leads and contacts through guest interaction and pass information on to appropriate individual.
Maintain safety and security practices, have thorough knowledge of emergency procedures.
Ensure guests are provided with the highest quality product and service.
Keep housekeeping and other departments informed of any special requests, late check-outs, and special needs areas.
Maintain certification from a brand approved responsible vendor training program.
Utilize Service Recovery Log and other necessary communication logs from shift to shift. Respond to guest comments and issues in a timely manner.
Other duties as assigned, and as staffing needs arise throughout the hotel.

WORKING CONDITIONS/SPECIAL REQUIREMENTS

This position requires a physical presence at the hotel and is not conducive of telecommuting or remote work.
Standing, walking for long periods of time while maintaining a friendly professional image.
May be required to work any day/shift, including weekends.

POSITIONS FOR POSSIBLE ADVANCEMENT

Assistant General Manager
General Manager
Guest Service Manager

About the Company

LBA Hospitality

Manages and develops hotels for ownership groups

LBA Hospitality manages and develops hotels for ownership groups, with central teams handling sales, pricing, marketing, accounting and human resources. Its portfolio spans full-service, select-service and extended-stay properties under franchise brands such as Marriott, Hilton, Hyatt, IHG and Best Western. Owners hire LBA to plan hotel openings and coordinate property teams around guest service, brand standards, budgets and sales. Property leaders oversee daily work, drawing on corporate support while LBA earns business from management and development assignments. LBA began with its first Dothan hotel in 1973 and is headquartered in Dothan, Alabama.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Dothan, AL
Founded: 1973

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