Guest Services Supervisor

1 week ago


Prescott, Arizona, United States Residence Inn by Marriott, Prescott Full time
Job Overview

As the Guest Services Supervisor, you will leverage your outstanding customer service abilities to guarantee that our guests enjoy a remarkable and pleasant stay at our establishment. Your adept problem-solving and decision-making capabilities will be crucial in addressing guest concerns and resolving issues promptly and professionally.

Your capacity to exercise sound judgment and tackle challenges in a dynamic environment will be vital in ensuring a flawless guest experience. Furthermore, your exceptional communication and interpersonal skills will be instrumental in overseeing and mentoring front desk personnel to deliver superior guest service.

Key Responsibilities

PRIMARY DUTIES:

  • Oversee the daily operations of the front office, collaborating with Sales, Reservations, Accounting, and other departments to ensure seamless service delivery and high-quality hospitality.
  • Manage front office staff, providing guidance, coaching, and conflict resolution while fostering open communication and recommending disciplinary actions when necessary.
  • Address customer grievances, proactively identifying potential issues by monitoring complaints, operational challenges, workflow, and employee performance to maintain high levels of guest satisfaction.
  • Maintain precise records of guest data and room availability, balancing inventory to optimize occupancy and profitability.
  • Inspire the front office team to uphold a high standard of service for our guests.
  • Ensure adherence to pricing policies and internal auditing procedures on a daily basis.
  • Guarantee that all front office team members present themselves professionally (uniforms, personal hygiene, etc.) and are punctual.
  • Possess a comprehensive understanding of all systems and operational procedures.
  • Drive financial performance through upselling, room revenue management, operational audits, training, sales lead optimization, and budget oversight.

SECONDARY DUTIES:

  • Maintain a clean and organized workplace.
  • Ensure team members complete all required training for new hires and ongoing development.
  • Review guest satisfaction metrics, feedback, and online reviews.
  • Execute special projects and additional responsibilities as assigned.
Qualifications

MINIMUM REQUIREMENTS:

  • High School diploma or equivalent; Associate's or Bachelor's degree preferred.
  • 2+ years of experience in front desk or guest services.
  • Previous supervisory experience is strongly preferred.
  • Exceptional communication and customer service skills.
  • Proficiency in basic computer skills, including MS Office applications.
  • Strong analytical and decision-making abilities.
Physical Requirements

PHYSICAL DEMANDS:

  • Ability to stand for extended periods.
  • Occasional lifting of up to 15 lbs.
  • Prolonged viewing of computer screens for guest registration.


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