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Guest Services Supervisor

2 months ago

Deerfield Beach, Florida, United States Crescent Services Full time

POSITION SUMMARY: Oversee the daily functions of the Front Desk personnel to enhance revenue and profitability while ensuring superior guest satisfaction.
This role is for a LEAD FRONT DESK AGENT, requiring flexible availability for both AM and PM shifts.

KEY RESPONSIBILITIES:
  • Minimum 6 months of relevant experience in a hospitality environment, particularly with Marriott systems such as FSPMS, FOSSE, and/or MARSHA. Night Audit experience is advantageous. Must be adaptable to a flexible schedule, including overnight shifts.

Core Duties:
  • Recruit, train, and evaluate Front Desk staff performance, addressing issues and fostering open communication.
  • Respond to guest inquiries and concerns, ensuring a high level of satisfaction and encouraging repeat business.
  • Implement company standards and supervise daily Front Desk operations to maximize revenue and maintain service quality.
  • Guide Guest Service Agents, remaining composed during peak times and emergencies, serving as a role model.
  • Resolve guest complaints through thorough investigation and effective solutions, exercising sound judgment.
  • Authorize revenue adjustments to address issues after exploring alternative solutions.
  • Maintain regular attendance and fulfill any additional job-related responsibilities as assigned.

REQUIRED SKILLS:
  • Proficient in English communication.
  • Self-motivated with a positive demeanor.
  • Professional appearance and conduct at all times.
  • Strong interpersonal skills with guests and team members.
  • Ability to handle challenging situations with patience and diplomacy.
  • Basic math skills and proficiency in using calculators for accurate financial calculations.
  • Competence in utilizing a moderately complex computer system for data entry and reporting.
  • Physical ability to stand and walk for extended periods while monitoring the front desk area.
  • Effective verbal and written communication skills for report preparation.
  • Capability to build and maintain productive relationships with colleagues and guests.

PERFORMANCE EXPECTATIONS:
Guest Satisfaction:
Our guests are our priority. Positive interactions with Crescent staff are crucial for a favorable guest experience.

It is essential to maintain professionalism and treat all guests and colleagues with respect at all times.


Work Ethic:

To ensure a positive experience for both guests and associates, work habits should consistently meet or exceed hotel standards regarding procedures, grooming, punctuality, and attendance.

Adaptability to changes in work processes and a willingness to learn new skills are essential.


Safety & Security:
The safety of our guests and associates is paramount.

All associates must adhere to hotel security protocols, particularly concerning key management, lifting, chemical use, and reporting safety hazards.


NOTE:

This description outlines essential functions of the position but is not exhaustive. Additional job-related duties may be assigned by the supervisor. This description is subject to change at the discretion of the Company and does not constitute an employment contract.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.