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Senior Guest Services Supervisor

2 months ago

Wilmington, North Carolina, United States Hotel Du Pont Full time

Senior Guest Services Supervisor

Job Category: Front Desk Requisition Number: LEADG008616

Position Overview

The Senior Guest Services Supervisor plays a pivotal role in leading the guest service team, ensuring that exceptional customer service standards are consistently met.

Key Responsibilities

  • Provide clear communication to staff, offering guidance and direction in their daily tasks.
  • Welcome guests with a warm and genuine greeting, addressing their needs promptly and accurately.
  • Oversee the registration process, ensuring accurate input of guest information and room assignments.
  • Promote hotel marketing initiatives and assist guests with inquiries regarding hotel amenities and local attractions.
  • Handle financial transactions with precision, including credit card authorizations and cash management.
  • Respond to phone inquiries with professionalism, ensuring messages are accurately relayed to guests.
  • Maintain composure during busy periods and emergency situations, serving as a role model for the team.
  • Resolve guest complaints effectively, utilizing problem-solving skills to reach satisfactory outcomes.
  • Ensure compliance with attendance and punctuality standards, maintaining a reliable presence.
  • Perform additional duties as assigned to support hotel operations.

Required Skills and Abilities

  • Proficient in English communication, both verbal and written.
  • Possess a professional demeanor and appearance at all times.
  • Ability to work collaboratively with colleagues and provide support as needed.
  • Strong interpersonal skills to effectively engage with guests and resolve conflicts.
  • Basic mathematical proficiency and familiarity with computer systems for data entry and reporting.
  • Capacity to remain alert and responsive in high-pressure situations.
  • Ability to foster positive relationships with guests and team members alike.

Commitment to Customer Satisfaction

Delivering outstanding customer service is at the heart of our operations. Every associate at Hotel Du Pont is a representative of our brand, and maintaining professionalism and respect in all interactions is essential.

Work Ethic

We strive to uphold high standards in work procedures, appearance, and attendance. Adaptability and a willingness to learn are key attributes for success in this role.

Safety and Security

The safety of our guests and staff is paramount. Adherence to hotel security protocols and reporting safety concerns is expected from all associates.

Note: This description outlines the primary responsibilities and qualifications for the position. Additional duties may be assigned as necessary.