Guest Services Supervisor, Springhill Arundel Mills

ONE Lodging Hanover , MD 21076

Posted 6 months ago

ONE Lodging - now part of Aimbridge Hospitality

As a Guest Services Supervisor, you will fill a key leadership role with an industry-recognized leader in hospitality management services. You will coordinate the activities of guest service representatives, drivers, bellmen, telephone operators and night auditors to ensure high-quality guest service. Your experience and expertise will focus on maximizing profits, developing and retaining employees and exceeding guest expectations.

The ideal candidate will:

  • Have 2 or more years' of Hotel Customer Service experience. Special consideration will be given to those who exhibit a proven track record of exemplary customer service/sales performance in other business fields with strong leadership abilities, excellent oral and written communication skills, proficient computer skills to include Word, Excel, Adobe and guest and employee-centric management practices.

  • Be incredibly friendly, customer-centric, love to smile and have knowledge of the local area.

  • Have good computer skills and brand Point of Sales (POS) experience.

  • Manages and controls the overall front of house guest experience to include registration, creative guest problem resolution, correct billing and cordial appreciation upon departure. Motivates staff within all hotel departments and establishes a productive working environment for hotel.

  • Assists to conduct training classes regarding safety, security, department procedures and service guidelines.

  • Assists with revenue management with the implementation and execution of programs to ensure that the hotel's room occupancy and Average Daily Rate objectives are met.

  • Maintains correct procedures for hotel accounting, credit control and handling of financial transactions.

  • Maintains procedures for security of monies, guest security and emergency procedures.

  • Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction. Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.

  • Provides a professional image at all times through appearance and dress.

Note: Other duties as assigned by supervisor or management

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Guest Services Supervisor, Springhill Arundel Mills

ONE Lodging