Guest Services Supervisor

2 weeks ago


Prescott, Arizona, United States Residence Inn by Marriott, Prescott Full time
Job Overview

As the Guest Services Supervisor, you will leverage your outstanding customer service abilities to guarantee that our visitors enjoy a remarkable and pleasant stay at our establishment. Your adept problem-solving and decision-making capabilities will be crucial in addressing guest concerns and resolving issues promptly and professionally. Furthermore, your capacity to exercise sound judgment and identify solutions in a dynamic environment will be vital in ensuring a flawless guest experience. Your excellent communication and interpersonal skills will also play a significant role in overseeing and training front desk personnel to deliver exceptional service.

Key Responsibilities

PRIMARY DUTIES:

  • Oversee the daily operations of the front office, collaborating with Sales, Reservations, Accounting, and other departments to ensure seamless service delivery and high-quality hospitality.
  • Manage front office staff, providing guidance, coaching, and support while resolving issues and fostering open communication.
  • Address customer complaints proactively, monitoring feedback and operational challenges to maintain high satisfaction levels.
  • Keep precise records of guest details and room availability, optimizing inventory for maximum occupancy and profitability.
  • Inspire the front office team to uphold a superior standard of service for all guests.
  • Ensure adherence to pricing policies and internal auditing procedures on a daily basis.
  • Guarantee that all front office team members present themselves professionally, adhering to uniform and hygiene standards.
  • Possess a comprehensive understanding of all systems and operational protocols.
  • Drive financial performance through upselling, revenue management, operational audits, training, and budget oversight.

SECONDARY DUTIES:

  • Maintain a clean and organized workplace.
  • Ensure team members complete all required training and development programs.
  • Review guest satisfaction metrics, feedback, and online reviews.
  • Undertake special projects and additional responsibilities as assigned.
Qualifications

MINIMUM REQUIREMENTS:

  • High School diploma or equivalent; Associate's or Bachelor's degree preferred.
  • 2+ years of experience in front desk or guest services.
  • Previous supervisory experience is highly desirable.
  • Exceptional communication and customer service skills.
  • Proficiency in basic computer applications, including MS Office.
  • Strong analytical and decision-making abilities.
Physical Requirements

PHYSICAL DEMANDS:

  • Ability to stand for extended periods.
  • Occasional lifting of up to 15 lbs.
  • Frequent use of a computer screen for guest registration.


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