Guest Service Supervisor

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

1. Maintain a professional cohesive team by: Training, coaching, counseling and developing the most qualified individuals.
2. Promote positive morale and friendly attitudes.
3. Work within budgeted guidelines for maximum revenues and within labor models.
4. Learn and utilize PMS.
5. Check all credit cards for validity and ensure all cash, check and miscellaneous departments are in balance at shifts end.
6. Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special requests when possible.
7. Promote and sell services/amenities of the hotel.
8. Promote repeat business by offering to take future reservations and providing recommendations for alternate same brand-type products.
9. Be aware of potential sales leads and contacts through guest interaction and pass information on to appropriate individual.
10. Maintain safety and security practices, have thorough knowledge of emergency procedures.
11. Ensure guests are provided with the highest quality product and service.
12. Keep housekeeping and other departments informed of any special requests, late check-outs, and special needs areas. 
13. Maintain certification from a brand approved responsible vendor training program.
14. Utilize Service Recovery Log and other necessary communication logs from shift to shift. Respond to guest comments and issues in a timely manner.
15. 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