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Guest Services Supervisor

2 months ago

Irvine, California, United States DKN HOTEL GROUP Full time
Job Overview

Location
DKN HOTEL GROUP

Position Summary

The Guest Services Supervisor plays a crucial role in ensuring exceptional service delivery to our guests. This position involves overseeing the front desk operations and leading the Guest Service Team to maintain high standards of hospitality.

Key Responsibilities:
  • Exhibit a warm and welcoming attitude while providing tailored service to hotel patrons.
  • Facilitate effective communication with guests and team members.
  • Master all Guest Service systems and protocols.
  • Guide, mentor, and retrain the Guest Service Team on operational procedures and guest engagement.
  • Ensure accountability and performance excellence within the Guest Service Team.
  • Manage all front office activities during assigned shifts.
  • Review travel agent commissions and monitor franchise loyalty program activities.
  • Oversee the organization of registration cards, reservations, and related documentation.
  • Verify room availability and coordinate with housekeeping to ensure accuracy.
  • Conduct audits of cash drawers and oversee financial transactions.
  • Check the status of dry cleaning and other guest services.
  • Review employee time cards against the scheduled shifts.
  • Provide daily reports to the Guest Services Manager.
  • Maintain strong guest relations by staying informed about in-house events and local activities.
  • Contribute to departmental communication by maintaining logs and records.
  • Assist colleagues and other departments to enhance overall hotel performance.
  • Fulfill additional duties as assigned by management.
  • Deliver the DKN 'Home Away From Home' experience.

Supervisory Role:

Responsible for overseeing the Guest Service Team.

Decision-Making Authority:

Operates within established guidelines set by management, adhering to company policies and procedures.

Work Environment:

Front desk and lobby area, with access to all interior and exterior sections of the property.

Qualifications

Experience and Education:

A minimum of two years of experience in hotel operations, specifically in a supervisory front desk role. Familiarity with hotel front desk procedures is essential. Proficient in English, both spoken and written.

Skills and Competencies:

Strong customer service and communication skills, with keen attention to detail. Ability to engage in sales and public relations. Experience in personnel management and training. Capable of prioritizing, organizing, and delegating tasks effectively. Strong interpersonal skills to foster positive team dynamics and guest relations. Proficient in basic accounting, typing, and computer operations. Valid driver's license and proof of auto insurance are required. Reliable and dependable.

Physical Demands:

Ability to stand for extended periods, walk frequently, and perform various physical tasks including bending, lifting, and carrying items up to 20 lbs.

Additional Information:
  • Awareness of safety and security protocols is essential.
  • Commitment to upholding safety standards at all times.
  • Embody the DKN Values in all interactions.
  • Maintain a friendly and courteous demeanor towards guests and team members.