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Guest Services Supervisor

2 months ago

Flagstaff, Arizona, United States SWHM Southwest Hospitality Management Inc. Full time

Position Overview:

The Guest Services Supervisor plays a pivotal role in guiding and supporting the front office team, ensuring that all front desk operations are executed in alignment with the standards and protocols set forth by the hotel.

Key Responsibilities:

Oversee and evaluate the performance of all front office staff, ensuring compliance with excellence standards and the guidelines outlined in the employee handbook, hotel policies, and procedures.

Foster a professional and service-oriented atmosphere at all times.

Act as the hotel manager on duty, addressing guest complaints, resolving issues, managing disturbances, and accommodating special requests.

Collaborate with the team to forecast and manage rates effectively to optimize hotel revenue. Ensure that staff is adequately trained on all essential functions within the Property Management System and Brand Portals. Fulfill requirements related to Guest Rewards and Loyalty programs. Work alongside the Sales team to ensure proper management of Group Rooms.

Engage closely with the Housekeeping and Maintenance Departments to enhance guest satisfaction and promote interdepartmental communication.

Coordinate daily operations with the hotel management team.

Maintain precise records, documenting all training activities in personnel files for the department.

Monitor staff performance against established plans.

Train and oversee Front Office personnel on all marketing and sales initiatives.

Review daily reports and rectify any discrepancies.

Stay updated on all changes regarding brand standards, new procedures, and necessary training.

Ensure that staff is thoroughly trained in emergency protocols.

Be prepared to cover shifts as necessary.

Manage inventory of Front Office and stationary supplies.

Business attire is mandatory at all times, including a name badge.

Perform any additional tasks or responsibilities as required by the hotel management.

Physical, Mental, and Environmental Requirements:

Must be capable of executing job functions with meticulous attention to detail, efficiency, and under time constraints.

Must be able to lift, push, and pull weights and carry items up to 20 lbs.

Must be able to bend, reach, kneel, twist, and grip items while working in guest areas.

Ability to remain standing for extended periods (up to 9 hours).

Follow instructions diligently and work with minimal supervision.

Qualifications and Experience:

Bachelor's degree or higher in Hotel Management/Business Administration or equivalent experience.

A minimum of 1 year of experience in Front Office/Guest Services, including management experience.

High School Diploma or GED is required.

Exceptional Customer Service skills.

Proficient in professional written and verbal communication in English.

Able to organize, plan ahead, and manage workload effectively.

Work collaboratively with colleagues as part of a cohesive team.

Ability to thrive in a fast-paced environment.

Proficient in Microsoft Office applications.