Guest Services Supervisor

2 weeks ago

Clovis California, United States Comfort Suites Clovis Full time

Job Overview:


The Guest Services Supervisor acts as the main point of contact for inquiries and complex projects related to Guest Services, catering to both guests and team members.

This position will involve training new Guest Services Agents while also performing the duties of a Guest Services Agent, which includes welcoming and registering guests, ensuring exceptional service throughout their stay, and managing the guest's account upon departure.


Key Responsibilities:
Focused training of front desk staff, registering guests, managing reservations, and fulfilling hotel operator and concierge roles.

Delivering attentive, courteous, and efficient service to all guests before arrival and during their stay, while optimizing room revenue and occupancy rates.


Essential Duties:

QUALIFICATIONS:
A High School diploma or equivalent is required, with a preference for college coursework in a related field.

Experience in the hospitality industry or a related field is preferred, particularly in a leadership capacity.

Must exhibit a positive and enthusiastic demeanor with a commitment to providing outstanding customer service.


Ability to multitask, pay attention to detail, and effectively resolve issues to serve both internal and external customers.

Must communicate information and ideas clearly.

Must quickly and accurately evaluate and choose among various courses of action.

Ability to work effectively in high-pressure situations.

Must be skilled in addressing workplace challenges, including anticipating, preventing, identifying, and resolving issues as needed.

Must be proficient in listening to, understanding, and clarifying concerns raised by colleagues and guests.

Must be able to work with and comprehend financial data and basic arithmetic functions.

Must maintain composure and objectivity under pressure.

JOB DUTIES:
Approach all interactions with guests and team members in a friendly, service-oriented manner.


Maintain high standards of personal appearance and grooming, including wearing the appropriate uniform and name tag while on duty (as per brand standards).


Ensure regular attendance in line with company standards as dictated by scheduling, which may vary based on hotel needs.

Adhere to all company standards and regulations to promote safe and efficient hotel operations.

Maintain a warm and welcoming demeanor at all times.

Conduct comprehensive orientation for new Guest Services Agents.

Assist with elevated concerns and inquiries from guests or team members.

Greet and welcome all guests arriving at the Front Desk in accordance with company standards.

Ensure proper operation of the telephone switchboard and meet all performance standards.

Handle requests for information, mail, and messages in an efficient and courteous manner.

Respond to guest inquiries regarding hotel services, facilities, and hours of operation.

Address inquiries from guests about local restaurants, transportation, entertainment, etc.

Establish and maintain effective communication and teamwork with fellow associates and other departments within the hotel.

Follow all company credit policies.


Be knowledgeable about all rates, packages, and special promotions; be familiar with all in-house groups; be aware of closed-out and restricted dates.

Gather all necessary information when processing room reservations and adhere to rate quoting procedures.

Be familiar with all company policies and house rules, as well as hospitality terminology.

Understand and assist in emergency procedures as required.

Manage check-ins and check-outs in a friendly, efficient, and courteous manner.

Fully understand and operate all relevant aspects of the Front Desk computer system.

All associates must consistently be attentive, friendly, helpful, and courteous to all guests, managers, and fellow associates.

Ensure the logging and delivery of packages, mail, and messages as needed to guests and meeting rooms.

Use proper two-way radio etiquette at all times when communicating with other associates.

Attend meetings as required by management.

Perform any other duties as requested by management.

Property Overview:


Conveniently situated off the Sierra Freeway, the Comfort Suites hotel in Clovis provides all the essentials guests need to stay focused and perform at their best.


Guests will discover numerous local attractions and activities near our all-suites hotel, including the Fresno Yosemite International Airport and downtown Fresno.


Company Overview:


As a leader in third-party hotel management, our expanding portfolio includes over 1,550 hotels across all 50 states and 22 countries, ranging from top international lodging brands to luxury hotels, destination resorts, and lifestyle hotels.

Our associates worldwide are dedicated to serving our guests and achieving exceptional results, thriving in a culture that inspires everyone to excel.

Join a world of opportunities with our company.

Benefits:
After an initial waiting period, full-time employees are eligible for a competitive benefits package that includes:

Now offering Daily Pay; inquire with your Recruiter for more details.

Medical, Dental, and Vision Coverage

Short-Term and Long-Term Disability Income

Term Life and AD&D Insurance

Paid Time Off

Employee Assistance Program

401k Retirement Plan

Compensation:
Minimum: USD $16.00/Hr.

Mid: USD $19.03/Hr.

Maximum: USD $22.84/Hr.

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