Guest Services Supervisor

2 weeks ago

Long Island City, United States M&R Hotel Management Full time
SUMMARY:

The primary objective of the Guest Services Supervisor is to guarantee the seamless functioning of the front desk operations. This role involves directing, coordinating, and overseeing the overall Front Office activities as guided by the Assistant General Manager.

KEY RESPONSIBILITIES:
  • Lead the Front Office team, including Guest Service Agents and Bell Staff.
  • Ensure Front Desk Agents fulfill their daily responsibilities in alignment with established standards.
  • Monitor the appearance, standards, and performance of Front Office Team Members, emphasizing training and collaboration.
  • Act as Manager on Duty during shifts, providing support at peak times by managing phone calls, taking messages, and assisting guests with check-in and check-out processes.
  • Facilitate training and development for all hourly and management staff; conduct evaluations, counseling, and progressive discipline, while also recognizing and rewarding outstanding performance.
  • Foster an employee culture of attentiveness and anticipation of guest needs, ensuring the proper execution of guest special requests.
  • Oversee cash handling and banking procedures among team members, ensuring compliance with company policies.
  • Reconcile night audit reports to maintain accuracy.
  • Manage room inventory and oversee the flow of arrivals and departures.
  • Address guest complaints with professionalism and poise, ensuring resolution to the guest's satisfaction.
  • Regularly engage with guests to gather feedback on their satisfaction with services and facilities, seeking opportunities to enhance their experience.
  • Collaborate closely with Department Heads from Housekeeping, Engineering, and Food & Beverage to deliver exceptional and cohesive service.
  • Work alongside the Sales team to ensure accurate reservation entries and proper billing routing.
  • Oversee scheduling and payroll for the Front Office department.
  • Be knowledgeable about hotel emergency procedures and assist in training staff to respond appropriately in emergencies.
  • Support the maintenance of the key control program to meet security needs for the property and guests.
  • Perform additional tasks and projects as assigned by the General Manager.
  • All associates are expected to adhere to the guidelines outlined in the M&R Employee Handbook.
QUALIFICATIONS:
  • At least 1 year of supervisory experience in a hotel front office environment.
  • Previous experience with Marriott is highly desirable.
  • Strong organizational and communication abilities.
  • Willingness to work a flexible schedule, including evenings, holidays, and weekends.
  • Proficient computer skills.
  • Excellent interpersonal capabilities.
  • Ability to effectively manage multiple tasks and work under pressure.
  • Proficient in conflict resolution.
  • Knowledge of multiple languages is advantageous.

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