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Guest Services Supervisor

1 month ago

Austin, United States LOREN AT LADY BIRD LAKE EMPLOYER LLC Full time

**About Us**

***_At the cornerstone of Ladybird Lake and the Austin Skyline, the internationally recognized best-in-class Luxury Hotel Group, The Loren Hotel will bring a level of understated luxury and sophistication to Austin._
- With its unparalleled views of Lady Bird Lake and the Austin skyline, The Loren invites discerning residents and guests to experience the ultimate in understated luxury and curated Austin culture. Our modern hotel rooms, impeccable service, and exclusive amenities offer the perfect complement to our indoor-outdoor environment, uniquely set within Austin’s most beloved green space._

**Job Summary**

The Front Office Supervisor reporting to the Front Office Manager will ensure that all guests are treated warmly and provided with luxury service throughout their stays. This will be achieved by supervising and directly working alongside all areas of operation relating to the Front Office. This is inclusive of the Front Office Associates, Concierge, PBX, and Bell/Door Attendants.

**Responsibilities**:

- Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously
- Effectively communicate with all departments in the hotel to ensure smooth guest and employee experience
- Participate with other members of leadership in developing plans to deliver special services
- Train new staff and provide sufficient re-training and re-enforcement for current staff
- Attend and contribute to all pertinent meetings
- Meet monthly with associates for one-on-ones
- Maintain presence in all areas of the lobby to ensure SOP compliance and assist with business levels
- Ensure associates have an adequate supply of work items and are positioned to succeed.
- Be knowledgeable of hotel promotions and standards
- Resolve guest complaints and handle all guest interactions with the highest level of luxury service
- Respond to all guest requests in an accurate and timely manner, while ensuring proper follow-up and closure with all requests
- Lead staff by actively working alongside them through all areas of guest experience to demonstrate the best ways to meet hotel standards
- Utilize a variety of computer systems to ensure efficient service
- Work harmoniously and professionally with co-workers
- Accept other duties as requested by management
- Always maintain a warm and friendly demeanor
- Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner
- Must be able to sit and squat frequently
- Must be able to lift and carry up to 50lbs
- Perform other duties as assigned

**Qualifications**:

- 2 years of previous luxury hotel experience
- Demonstrative leadership skills
- Ability to take ownership of issues and provide resolutions
- Experience in luxury hotels or a related field preferred
- Must be able to communicate fluently in English for both written and verbal communications
- Proficiency with computer systems
- Ability to work a flexible schedule is required

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