Guest Services Supervisor

2 weeks ago

Nashville, Tennessee, United States Avid Hotel Nashville Airport Full time
Job Overview

Position: Guest Services Supervisor
Reports To: Hotel General Manager

Qualifications:
  • Preferred: High School diploma or higher educational qualification.
  • Minimum of 3 years of experience in hotel front office operations, including at least 1 year in a supervisory capacity.
  • Willingness to work various shifts, including evenings and weekends as necessary.
  • Experience with IHG brands is highly desirable.
Key Responsibilities:
  • Oversee all front office staff and ensure the efficient execution of front office tasks.
  • Coordinate the operations of the front desk, reservations, guest services, laundry, breakfast, and telephone services.
  • Maintain the aesthetic appeal of the lobby and public areas, including the breakfast zone.
  • Act as the Manager on Duty (MOD) in the absence of the General Manager.
Core Functions:
  • Revenue Management: Proactively pursue hotel revenue targets and utilize yield management tools effectively. Continuously explore new strategies to enhance room revenue and occupancy rates.
  • Rate Management: Efficiently manage and regularly update rates across all online and offline distribution channels.
  • Guest Acquisition: Collaborate closely with the sales team to maximize revenue opportunities.
  • Cost Control: Manage and oversee operational expenses in the front office and breakfast areas, including labor and supplies, while implementing cost-saving measures.
  • Quality Assurance: Ensure the hotel meets or exceeds the standards set by Athena Hospitality Management and brand expectations for guest satisfaction.
  • Leadership Development: Inspire, mentor, and train front office staff, set performance goals, and provide constructive feedback and recognition.
  • Professional Conduct: Exhibit integrity, take responsibility for actions, communicate effectively, foster teamwork, and uphold a positive work environment in line with Athena Standard Operating Procedures.
Specific Duties:
  • Send daily reports of activities and accomplishments to the General Manager.
  • Proficiently use the property management system and train front desk staff accordingly.
  • Understand all hotel operational procedures thoroughly.
  • Enforce policies and procedures among front office and breakfast area staff.
  • Ensure adequate staffing levels in all front office areas.
  • Prepare and distribute work schedules for front office and breakfast staff promptly.
  • Conduct regular performance evaluations for front office, laundry, and breakfast staff.
  • Monitor communication logs within the front office.
  • Ensure compliance with uniform policies among front desk, laundry, and breakfast staff.
  • Facilitate departmental and individual meetings as required.
  • Supervise delegated tasks and follow up as necessary.
  • Maintain proficiency in using front office equipment, including credit card machines and copiers.
  • Exhibit strong leadership qualities.
  • Conduct inventory and maintain supplies for the front office and breakfast area.
  • Report any unique situations or developments in front office operations to the General Manager.
  • Effectively address guest complaints.
  • Be flexible and available to work any shift, including audits and fill-in roles as needed.
  • Complete weekly staff schedules for front office and breakfast areas according to standard procedures.
  • Understand the Chart of Accounts for coding invoices related to front office and breakfast operations.
  • Process reservations through various channels including mail, telephone, and central reservation systems.
  • Have comprehensive knowledge of room types and rate plans offered.
  • Manage discount rates on reservation systems as applicable.
  • Understand the hotel's franchise policies regarding guaranteed reservations and no-shows.
  • Handle cancellations and modifications to reservations efficiently.
  • Promote a positive atmosphere by being courteous and helpful to guests and colleagues.
  • Maintain and manage the Lost & Found Log effectively.
Desired Attributes:
  • Strong communication skills
  • Friendly and approachable demeanor
  • Team-oriented mindset
  • Active listening skills
  • Professional appearance and grooming
  • Balanced approach to praise and constructive feedback
Disclaimer:
This job description provides a general overview of the responsibilities and qualifications expected for this position. It is not intended to be an exhaustive list of all duties and responsibilities that may be required. Employees may be asked to perform tasks outside of their usual job responsibilities as needed.

Job Type: Full-time

Salary: Starting from $39,500.00 annually

Benefits:
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance
  • 401(k)
Schedule:
  • 8-hour shifts
  • Day shifts
  • Night shifts
  • Weekends as required
Experience:
  • Preferred: 3 years of hotel experience
Work Location: In-person

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