Guest Services Supervisor
2 weeks ago
Position Summary:
The Guest Services Supervisor is tasked with overseeing the Front Office operations in a welcoming, professional, and efficient manner, ensuring that all patrons receive exceptional service throughout their visit.
Key Responsibilities:
Inspire, mentor, guide, and manage all front desk personnel.
Ensure adherence to Pre-Shift Briefings.
Assist in the recruitment process for front desk positions and follow established hiring protocols.
Foster team spirit and ensure comprehensive training for front desk staff.
Engage in the required Manager on Duty program as scheduled.
Review the worked hours of front desk employees for payroll and submit to the accounting department promptly.
Create employee schedules based on business forecasts, payroll budgets, and productivity needs.
Maintain a professional rapport and encourage open communication with management, staff, and other departments.
Ensure that staff warmly greet and welcome all guests.
Carry a communication device while on duty. Use radios/cell phones effectively and professionally when interacting with hotel personnel. Ensure proper communication etiquette is followed within the department.
Oversee the lobby area during busy periods and as necessary.
Manage and coordinate high volumes of guest arrivals and departures.
Encourage participation in weekly staff meetings.
Emphasize the front desk's role in achieving the established Four/Five Diamond standards.
Respond to uphold the integrity of other departments by promptly addressing any issues with staff when necessary, utilizing the One Minute Manager approach of Praising in Public and Counseling in Private.
Qualifications:
A minimum of 4 years of progressive experience in hospitality or a related field; or a 4-year college degree with at least 1 year of relevant experience; or a 2-year college degree with 2 or more years of related experience.
Proficiency in computer applications, including spreadsheets and word processing, is essential.
A consistently warm and friendly demeanor is required when interacting with both staff and guests.
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