Guest Services Supervisor

Position Summary: Primarily supervises front desk agents 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.

Essential Duties & Responsibilities:

• Maintain a friendly and warm demeanor at all times.

• Set the standard for guest relations at the Front Desk.

• Obtain all necessary information when taking room reservations.

• Monitor all V.I.P. and special guest requests.

• Fully comprehend and execute all relevant phases of the front desk computer system.

• Ensure logging and delivery of all messages, packages and mail in a timely and professional manner.

• Be aware of all rate packages and promotions currently in effect.

• Be familiar with all in-house groups. Be aware of all black out and restricted dates.

• Be able to perform all duties of Front Desk Agent.

• Have knowledge of and assist in all emergency procedures as required.

• Oversee and ensure that all guests are checked in/out in a friendly efficient and courteous manner.

• Be able to perform complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.

• Answer all guest inquiries in a timely and professional nature.

• Be involved in departmental meeting planning and execution.

• Help maintain productivity levels at or above budgeted standards.

• Assist in training of new hires and current associates on a regular basis.

• Supervise daily shift process ensuring all team members adhere to standard operating procedures.

• Resolve guest issues, complaints, problems in a quick, efficient manner to maintain a high level of satisfaction and quality service.

• Adhere to Brand standards and company policies.

• Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.

• Performs other duties as assigned.

Qualifications

Knowledge and Skills Required:

• High School Education and relevant hotel experience

• Must be able to work well in stressful high pressure situations including ability to handle guest objections and disputes to satisfactory results.

• Must be able to show initiative in job performance including anticipating what needs to be done before it becomes a necessity.