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Guest Services Supervisor

5 months ago

Carlsbad, United States Grand Pacific Palisades Resort Full time

Job Details

Job Location: Tapestry Collection by Hilton - Carlsbad, CA

Position Type: Full Time

Salary Range: $20.50 - $20.50 Hourly

Job Shift: Varied

Description

Oversee the daily operations of the Guest Services Departments (Bell/Shuttle) Ensure that staff meets hotel standards for maximum guest satisfaction. Act as the main contact for guests and other hotel departments in the absence of the Front Office Manager.

Essential Functions:

* Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, (i.e. proper public relations techniques are utilized, guests are handled both courteously and professionally. Proper identification, input of personal information, and credit are established and all posting, rate schedules, packages, cash transactions, account settlements and deposits are handled correctly).
* Lead Trainer for all new hires.
* Greet all arriving and departing guests. Maintain standards of excellence in the escorting of guests to and from their rooms and assist with luggage. Inform guests of all accommodation features, property amenities, and promote hotel outlets. Recognize club members. Maintain accurate logs. Store guest baggage upon request and assist with the loading and unloading of baggage into and out of automobiles.
* Supervise some or all of the following: bell attendants, shuttle drivers.
* Hold Pre-shift meetings with associates and make them aware of daily activities, arriving VIP's, special requests, amenity set up, target service goals. Assign tasks for the day including the maintenance and cleanliness of the Front Desk, Bell closet, Bell cart, Luggage Cart, Front Drive. Maintain lobby in its cleanliness and organization. Inspect employees' uniforms, operational departmental areas for cleanliness and organization, correcting as necessary.
* Conduct daily audits of staff for perfect check in/out, prompt and friendly greetings of all guests. Complete daily paperwork. Monitor Business needs and report to supervisor potential opportunities for labor savings.
* Maintain stocks of supplies needed for department and order appropriately. Propose new and inventive ways to exceed guest expectations and elevate levels of service in department.
* Ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally stating first name, calls are answered in a timely manner and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through, Oversee the completion of training for the departments (Front Desk). Direct and assist staff in organizing breaks, ensuring that all work is completed efficiently and according to schedule. Monitor all checklists making sure they are being completed correctly and in a timely fashion.
* Ensure all necessary reports, edited time punches, Daily Department Associate Audits, and forms are completed daily. Track and log all guest complaints. Assist in new-hire and training/onboarding process. Complete guest accounting with accuracy. Assist with reviewing department invoices
* Ability to multitask and assist guests in person, over the phone, and via the texting platform
* Willingness to grow and develop into a leadership role.

Qualifications