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Guest Services Supervisor

2 months ago

Seattle, United States Lotte Hotel Americas Full time
Job DescriptionJob Description

JOIN LOTTE

LOTTE HOTEL SEATTLE is hiring passionate and talented hospitality professionals to join the newest luxury hotel in Seattle. We are hiring professionals who are looking for a place that inspires them, challenges them, and makes them proud of where they work.

We invite you to join us today.


PURPOSE OF POSITION

Reporting to the Director of Front Office, the Guest Services Supervisor acts as a liaison between the Valet and Front Office Department ensuring that guests are greeted and assisted with their luggage and any guest inquiries. Ensures the implementation of the highest standards in guest service and dedicated to creating a positive arrival and departure experience.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education: Bachelor’s degree or higher in related field preferred.

Experience: Experience in customer service preferred.

  • Excellent organizational and computer skills.
  • Possess a gracious, friendly, and fun demeanor.
  • Ability to multitask, work in a fast-paced environment and have a high-level attention to detail.
  • Strong verbal and written communication skills in English.
  • Ability to work independently and to partner with others to promote an environment of teamwork.
  • Ability to analyze data and trends and create strategies for improvement.
  • Creative, team player, possessing a high degree of professionalism, communication, administrative skills and the ability to make sound and timely business decisions.
  • Results oriented with the ability to be flexible and work well under pressure.
  • Excellent interpersonal skills with strong written and verbal communication abilities.
  • Ability to work a flexible schedule: weekends, holidays, AM, PM, overnight and overtime when needed.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

  • Previous experience with customer service preferred.
  • Must have excellent communication skills, written and oral.

ESSENTIAL FUNCTIONS

  • Greets and welcomes all guests upon arrival (50%)
  • Offer luggage assistance and direct them to the 16th floor reception either by escorting or directing them verbally (15%)
  • Ensures proper knowledge of Hotel offerings as well as being aware of local events, venues and transportation options (5%)
  • Answers any guest inquiries and requests or direct them to the Front Desk reception for assistance (10%)
  • Assist guests with any Concierge related requests (5%)
  • Print arrivals detailed report daily and radios or calls the Front Desk for any VIPs before the guests arrives on the 16th floor lobby (5%)
  • Knowledgeable in the Forbes Standards and be able to train staff (5%)
  • Other duties as assigned (5%)

POLICIES AND PROCEDURES

  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Follow company and department policies and procedures.
  • Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
  • Perform other reasonable job duties as requested by Supervisors.

PHYSICAL REQUIREMENTS

Frequency Key:

Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours; Constant – 6-8 hours

Physical Activity Frequency

Sitting Occasional

Walking Frequent

Climbing stairs Occasional

Crouching/Bending/Stooping Rare

Reaching Frequent

Grasping Frequent

Pushing/Pulling Frequent

Near Vision Constant

Far Vision Constant

Hearing Constant

Talking Constant

Smell Occasional

Lifting/Carrying (# lbs.) Occasional - up to 50 lbs.

Travel Rare

This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team members will be required to perform any other job-related duties assigned by their supervisor. Due to the nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The team member will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division.

The team member will actively follow the Lotte Hotel Seattle policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations.


BENEFITS AT LOTTE:

  • Certified Great Place to Work
  • Competitive wages
  • Medical, Dental, and Vision plans (Eligible upon employment)
  • Retirement Savings Plan (401k) with company matching
  • Generous Paid Time Off (Vacation, Holiday, Personal, Sick)
  • Public Transportation Discount (ORCA)
  • Hotel Employee Rate Program
  • Team Member Recognition
  • Learning and Development program