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Guest Services Coordinator
2 months ago
Position: Front Desk Supervisor
Reports to the Guest Service Manager or as designated by the General Manager.
FLSA Exemption – Non-Exempt
Role Summary:
The Front Desk Supervisor plays a pivotal role in managing the front office operations, ensuring optimal room occupancy, revenue generation, and guest satisfaction. This position assists the Guest Services Manager in all front office activities to uphold exceptional service standards and operational accuracy.
Key Responsibilities:
- Proactively identify and respond to guest needs, ensuring positive interactions and maintaining excellent guest relations.
- Thoroughly understand the roles and responsibilities of the front office staff, stepping in as needed.
- Address and resolve guest complaints effectively, ensuring satisfaction in every encounter.
- Master the operational systems utilized at the front desk, managing daily transactions and infrequent tasks.
- Collaborate with Housekeeping and Engineering to address guest room requests and maintenance issues.
- Support the Guest Service Manager with special requests, group bookings, and unique situations.
- Initiate programs aimed at enhancing guest service experiences.
- Guide occupancy strategies to maximize hotel revenue.
- Adhere to cash handling protocols, ensuring accurate processing of payments and transactions.
- Foster a cooperative and friendly atmosphere among team members.
- Promote a culture of exceptional guest service, encouraging positivity and goodwill in all interactions.
- Monitor guest feedback to ensure satisfaction and follow up as necessary.
- Lead by example in creating a positive work environment that values integrity, teamwork, and service excellence.
- Follow established safety and security protocols.
- Perform additional tasks as assigned or directed.
Essential Skills and Qualifications:
- Strong work ethic, self-motivated, and capable of independent decision-making.
- Demonstrated customer service and problem-solving skills.
- Consistent attendance in line with company policies.
- Flexibility to work varied schedules, including weekends and holidays, as needed.
- Ability to focus on tasks and complete assignments in a timely manner, even amidst interruptions.
- Proficient in Microsoft Office Suite or similar software.
- Familiarity with hotel operating systems is preferred, with a willingness to learn.
- Understanding of computer systems, tablets, and mobile devices.
- Capability to manage multiple priorities and remain calm under pressure.
- Ability to maintain confidentiality and foster positive relationships with staff and guests.
- Effective communication skills, both verbal and written.
- Participation in departmental and hotel team meetings is expected.
Physical Requirements:
- Ability to sit, stand, and walk for extended periods.
- Physical capability to bend, stoop, squat, and stretch as needed.
- Capacity to lift up to fifty (50) pounds safely.
- Ability to push and pull carts weighing up to fifty (50) pounds.
- Possession of a valid driver's license.
- Strong communication skills for documenting completed tasks.
- Ability to manage multiple projects and meet tight deadlines.
- Knowledge of first aid and emergency evacuation procedures.
Minimum Qualifications:
- High school diploma; hospitality or related degree preferred.
- Four years of customer service experience, with at least one year in a supervisory role.
- Hospitality experience is highly desirable.
- Proficiency in Microsoft Office Suite or similar software.
- Knowledge of hotel systems is advantageous.
- Excellent communication skills are essential.
- Additional language skills are a plus.
This job description outlines the primary responsibilities and qualifications for the Front Desk Supervisor position. Additional duties may be assigned as necessary.
International House Hotel is an equal opportunity employer, committed to fostering a diverse and inclusive workplace. We celebrate individuality and believe in the importance of every employee's contribution.
