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Guest Services Supervisor
2 months ago
Position Overview:
Role:
Guest Services Supervisor
Oversee guest services operations to ensure team members adhere to company standards while delivering exceptional customer experiences.
Career Advancement Opportunities:
Guest Services Manager – Front Office Director – General Manager
Key Responsibilities:
Recruit, select, train, schedule, mentor, and support team members, ensuring they operate in alignment with established brand standards and core values.
Actively engage at the front desk, including processing guest check-ins/outs, preparing invoices, and addressing guest inquiries.
Address guest issues and concerns by conducting thorough investigations and identifying effective resolutions.
Respond to brand Guest Alerts for resolution as necessary.
Monitor guest satisfaction metrics and strive to enhance departmental and overall guest contentment.
Participate in lobby ambassador initiatives and other guest interaction activities to foster relationships that encourage repeat visits.
Assist in food and beverage operations as required, where applicable.
Support the oversight of front office financial activities and ensure compliance with accounting protocols and procedures.
Contribute to the development, execution, and monitoring of departmental budgets and forecasts on a daily, weekly, monthly, and annual basis.
Review guest correspondence and incident reports; direct team members based on the information gathered.
Stay updated on brand communications regarding procedural and standard updates, ensuring all information is relayed to the team.
Ensure front office supplies and merchandise for the gift shop or market are adequately stocked, and inventory is properly managed.
Monitor guest room occupancy to optimize usage and minimize overbooking.
Adhere to sustainability practices in line with the company's environmental initiatives.
Practice safe work habits, utilize protective equipment, and comply with safety standards.
Perform additional duties as assigned by management.
Qualifications:
Associate's or Bachelor's degree preferred.
1 to 3 years of experience in hospitality, particularly in guest services operations.
Work Environment:
Work schedule may vary, including holidays, weekends, and different shifts.
Requires prolonged standing, walking, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching.
Core Values:
People Are Our Strength – Commitment to Service – Pursuit of Excellence – Adaptability – Accountability
About Us:
HHM Hotels is an equal opportunity employer.
We do not discriminate based on race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other legally protected category.
