Guest Services Supervisor
3 weeks ago
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.
* 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.
* Checking Inventory and Reservations for the day and week -- look for discrepancies prior to them becoming an issue.
* Be involved in departmental meeting planning and execution.
* Assist the Front Office Manager 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.
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