Guest Services Supervisor

4 weeks ago

San Francisco, United States Sage Hospitality Full time

**Why us?**

Hotel Zeppelin is seeking a full-time Guest Services (Front Desk) Supervisor to join our team in serving guests with creativity and passion

Work Where You Belong **Hotel Zeppelin** - A vibrant and vivacious hub that celebrates San Francisco’s counterculture, with a cheeky take on hospitality. Here’s to the rule-breakers, revolutionaries, and renegades who continue to inspire.

As part of Sage Hospitality Group, we passionately strive to be the best and create excellence in everything we do. We believe in enriching lives one experience at a time. More than a slogan, we empower our employees to make positive impacts on the communities in which we live and work. By providing genuine service we build relationships with our guests and value for our shareholders, and we create unforgettable experiences.

We are looking for independent thinkers. Those who harness their entrepreneurial spirit so that it breaks preconceived notions. We’re not afraid to forge our own path. After all, it’s what industry leaders do. That’s why we welcome risk takers and creative spirits alike. No matter your daily role, Sage recognizes that your success is about more than the work you do—it’s really about who you are, which is why we invest in your personal and professional growth. We hope you consider joining us

**Job Overview**

Our Guest Services Supervisor supervises front office staff ensuring an efficient operation producing excellent results for our customers. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

**Responsibilities**
- Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
- Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.
- Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
- Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
- Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
- Operates the PBX equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
- Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
- Maintains a friendly, cheerful and courteous demeanor at all times.
- Performs other duties as assigned, requested or deemed necessary by management.

**Qualifications**

**Education/Formal Training**

High school education or equivalent experience.

**Experience**

1 or more full years employment experience in a related position with this company or other organization(s).

**Knowledge/Skills**
- Requires understanding of all hotel front office procedures.
- Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.
- Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
- Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
- Requires supervision/management skills.
- Ability to communicate information and hotel services to management and guests. Second language may be required.
- Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.

**Physical Demands**

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to communicate in person and on telephone frequently.
- Ability to read written communiqués, analyzing reports and seeing monochrome computer screen.
- Excellent speech communication skills required for continual interaction with

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