Guest Services Supervisor

2 weeks ago

Phoenix, Arizona, United States Choice Hotels Full time

About Choice Hotels International: Choice Hotels International, Inc (NYSE:CHH) stands as one of the foremost lodging franchisors globally. As a formidable competitor in the upscale segment and a frontrunner in midscale and extended stay accommodations, Choice boasts a network of over 7,400 hotels, encompassing more than 625,000 rooms across 45 countries and territories. Our diverse portfolio features 22 distinct brands, ranging from full-service upper upscale properties to midscale, extended stay, and economy options, allowing us to cater to travelers' needs in various settings and occasions while delivering exceptional value to franchise owners and shareholders.

Our Culture: Embracing our Cultural Values—Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious, and Show Integrity—is essential to our mission of fostering Loyalty, Growth, and the Hospitality Spirit.

Position Overview: We are currently seeking a dedicated and experienced individual to join our team as a Guest Services Supervisor. This role is pivotal in managing the daily operations of the front office, ensuring a warm, welcoming, and efficient experience for our guests.

Key Responsibilities:

  • Assist in the formulation and execution of business strategies that align with the overarching mission, vision, values, and strategies of Choice Hotels.
  • Oversee the first point of contact for guests by managing the door, bell stand, parking, concierge, and front office areas.
  • Develop and implement processes and procedures that support the achievement of service excellence and financial objectives.
  • Participate in the annual budget preparation, monitor financial performance, and implement corrective actions as necessary.
  • Prepare and analyze reports to create an informative database for decision-making and communicate upcoming business activities throughout the hotel.
  • Evaluate business forecasts and optimize productivity by adjusting staff schedules accordingly.
  • Ensure that the front desk adheres to billing and cash handling standards.
  • Coordinate hotel housing activities in collaboration with Sales, Catering, Housekeeping, and other departments.
  • Guarantee compliance with all hotel policies and procedures at the front office.
  • Foster employee engagement through the development and implementation of supportive strategies and practices.
  • Deliver 100% guest satisfaction by embodying the Radisson experience through performance that exceeds guest expectations.
  • Provide team members with the necessary training and resources to enhance employee engagement and deliver exceptional hospitality service.
  • Perform additional duties as required by management to ensure complete guest satisfaction and genuine hospitality.

Qualifications:

  • A minimum of three years in a supervisory or management role within a front office setting is required.
  • Previous management experience is essential.
  • Ability to collaborate effectively with hotel staff and management to promote teamwork.
  • A valid driver's license is necessary for operating the hotel/airport shuttle.
  • A high school diploma or GED is required; a bachelor's degree is preferred.
  • Strong organizational, critical thinking, and problem-solving skills are essential.
  • Proficiency in computer systems, including reservations and reporting systems, is required.
  • Strong skills in Microsoft Office Suite and reporting systems are necessary.
  • Ability to perform well in high-pressure situations.
  • Excellent verbal and written communication skills.
  • Ability to work independently or as part of a team.
  • Attention to detail and strong mathematical skills are required.
  • A commitment to exceptional guest service is essential.
  • Willingness to work a flexible schedule, including weekends and holidays.
  • Adherence to hotel policies and procedures is mandatory.
  • Ability to embody the Cultural Values of Choice Hotels is key to our success.

Equal Opportunity Employer: Choice Hotels International is an equal opportunity and affirmative action employer. Our employment practices and decisions are not influenced by an applicant's race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, veteran status, genetic information, or any other characteristic protected by law.

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