Guest Services Supervisor

HRI Hospitality Job OpportunityAt HRI Hospitality,

we offer
a unique perspective on hotel ownership and management. We're here to expand the possibilities of what once was, with our history of restoring properties to their former glory as well as new build projects that become the center of their vibrant urban community, we take it to the next level. We are looking for people to join our team that share in the passion for warm welcomes and creating an unforgettable experience for our guests. With a wide array of brands in exciting locations, HRI Hospitality is the destination to set course for growing your careerMaintain complete knowledge at all times of:All hotel features/services, hours of operation.
All room types, numbers, layout, decor, appointments and location.
All room rates, special packages and promotions.
Daily house count and expected arrivals/departures.
Room availability status for any given day.
Scheduled in-house group activities, locations and times.
All hotel and departmental policies and procedures.
• Meet with departing Front Desk Supervisor or Night Auditor to review business status and follow up items
• Access all function of computer system according to established procedures and standardsAnswer department telephone within three rings, using correct greeting and telephone etiquetteCheck Front Desk and storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify any cleanliness/organization deficienciesReview the previous day's occupancy and room revenues. Monitor revenues derived from telephone, garage and sundries. Monitor expenses (telephone, cost of sales, supplies, commissions and labor). Resolve discrepancies with Accounting. Track actual numbers against budgetEnsure that staff report to work as scheduled. Document any late or absent employeesCoordinate breaks for staffAssign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations which could compromise the department's standards and delegate these tasks.
Conduct pre-shift meeting with staff and review all information pertinent to the day's businessInspect grooming and attire of staff; rectify any deficienciesInspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnelConstantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel to include Front Desk staff, PBX Staff, and Reservations StaffMonitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expedientlyMonitor communication logs and ensure that guest requests are followed up within 20 minutes. Check for repetitive problems and follow through on any unresolved requests
• Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. Handle guest reports on theft from safe deposit boxes according to hotel procedures
• Monitor guest mail and ensure that it is processed according to procedures
• Monitor and ensure that express check-outs are processed through the system correctly in accordance with hotel check-out standards
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnelAnticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of dayAssist guests with reports of lost or stolen articles, following hotel policyAdhere to hotel requirements for guest and employee accidents or injuries and in emergency situationsContact newly registered guests ten minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to proceduresEnsure security of guest room accessMonitor and ensure that all cashiering procedures comply with Accounting policies and standards:Contracted banksShortages and OveragesLate chargesPetty cash and paid outsAdjustmentsPosting chargesMaking change for guestsCashing personal or travelers checksPayment methods or processingSettling accountsClosing reportsCashier reportsBalancing receiptsDropping receiptsSecuring banks
• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures
• Anticipate sold-out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and "walk" guests, following hotel policies and procedures
• Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages. Maintain current list of available locations for walk situations
• Anticipate low occupancy periods an