Guest Services Supervisor

1 week ago

Dallas, Texas, United States Aimbridge Hospitality Full time

Job Overview
The Guest Services Supervisor plays a crucial role in supporting the Front Desk Manager and/or General Manager by delivering attentive, courteous, and efficient service to all guests before their arrival and throughout their stay.

This position is also responsible for optimizing room revenue and occupancy rates.


Key Qualifications:
  • Minimum of 2 to 3 years of progressive experience in the hospitality industry or a related field is required.
  • A High School diploma or equivalent is mandatory.
  • College coursework in a relevant discipline is advantageous.
  • Previous supervisory experience is preferred.
  • A valid driver's license for the applicable state is necessary.
  • Ability to communicate information and ideas clearly is essential.
  • Quick and accurate evaluation and selection among alternative courses of action are required.
  • Capability to perform well in high-pressure situations, including managing guest objections and disputes effectively.
  • Proactive approach to job performance, anticipating needs before they arise.
  • Maintaining composure and objectivity under pressure is crucial.
  • Effective problem-solving skills, including anticipating, preventing, identifying, and resolving issues as they occur.
  • Ability to assimilate complex information and data from various sources and adjust accordingly.
  • Strong listening skills to understand and clarify concerns raised by guests and colleagues.
  • Proficiency in handling financial information and basic arithmetic functions.

Responsibilities:
  • Engage with guests and associates in a friendly, service-oriented manner.
  • Maintain regular attendance in accordance with Aimbridge Hospitality standards, with scheduling varying based on hotel needs.
  • Uphold high standards of personal appearance and grooming, including wearing the proper uniform and name tag.
  • Adhere to Aimbridge Hospitality standards and regulations to promote safe and efficient hotel operations.
  • Foster a warm and welcoming atmosphere at all times.
  • Set the benchmark for guest relations at the Front Desk.
  • Gather all necessary information when processing room reservations.
  • Monitor all VIP and special guest requests.
  • Review the Front Office log and Trace File on a daily basis.
  • Comprehend and execute all relevant aspects of the front desk computer system.
  • Ensure timely and professional logging and delivery of messages, packages, and mail.
  • Stay informed about all rates, packages, and promotions currently in effect.
  • Be knowledgeable about all in-house groups and aware of closed-out and restricted dates.
  • Enforce all Aimbridge Hospitality hotel credit policies.
  • Perform all duties of a Front Desk Agent as needed.
  • Complete and ensure accurate filing of bucket checks, room rate verification reports, and housekeeping reports.
  • Maintain proper operation of the P.B.X. console, ensuring compliance with Aimbridge Hospitality standards.
  • Establish and maintain effective communication and teamwork with fellow associates and other hotel departments.
  • Assist the General Services Manager in ensuring compliance with Aimbridge Hospitality standards.
  • Possess knowledge of and assist in all emergency procedures as required.
  • Oversee and ensure that all guests are checked in and out in a friendly, efficient, and courteous manner.
  • Ensure all tasks and duties on the shift checklist are completed promptly and efficiently.
  • Guarantee that associates remain attentive, friendly, helpful, and courteous to all guests, managers, and fellow associates.
  • Maximize room revenue through effective Rooms Merchandising.
  • Respond to all guest inquiries in a timely and professional manner.
  • Participate in departmental meeting planning and execution.
  • Help maintain productivity levels at or above budgeted standards.
  • Perform any other duties as assigned by management.
  • Assist in the training of new hires and current associates regularly.
  • Attend meetings as required by management.

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