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Guest Services Supervisor

2 months ago

San Antonio, Texas, United States Shelby American Inc Full time

Overview:

The Guest Services Supervisor is tasked with overseeing the operations of the Front Desk and Night Audit teams, ensuring that all interactions are conducted in a welcoming, efficient, and professional manner. This role is pivotal in delivering exceptional service to guests throughout their stay while optimizing room revenue and occupancy rates.


Preferred Qualifications:

The ideal candidate should have:

  • A minimum of 5 years of progressive experience in hospitality or a related sector; or a 2-year college degree with 3 or more years of relevant experience; or a 4-year college degree with at least 1 year of pertinent experience.
  • Proven supervisory experience.
  • Exceptional customer service skills.
  • Proficiency in Windows and Microsoft Office applications.
  • The ability to work extended hours as needed.
  • A consistently warm and friendly demeanor.

Effective communication skills, both verbal and written, are essential for interacting with associates and guests in a courteous and service-oriented manner. The candidate must be adept at listening to and addressing concerns raised by both guests and staff. Additionally, the ability to multitask and prioritize departmental responsibilities to meet deadlines is crucial.

All candidates must maintain regular attendance in accordance with company policies and uphold high standards of personal appearance and grooming, including wearing identification badges. Compliance with company standards and regulations is necessary to promote safe and efficient hotel operations.


Key Responsibilities:


Respond to all guest inquiries, issues, complaints, and incidents presented at the Front Desk or through various communication channels in a courteous and efficient manner. Follow up to ensure guest satisfaction.

  • Inspire, coach, counsel, and manage all Front Desk personnel in line with operational procedures.
  • Assist in the recruitment process for Front Desk staff, adhering to hiring protocols.
  • Foster associate morale and ensure comprehensive training for personnel.
  • Maximize room revenue and occupancy by conducting daily status reviews, analyzing rate variances, and monitoring credit reports.
  • Review staff hours for payroll processing and submit timely reports to Finance.
  • Assist in creating staff schedules based on business forecasts and productivity requirements.
  • Ensure accurate billing to maximize no-show revenue.
  • Maintain professional relationships and open communication with associates and other departments.
  • Collaborate closely with Accounting on follow-up items such as returned checks and credit card discrepancies.
  • Oversee all aspects of the Front Desk computer system, including software maintenance and report generation.
  • Ensure staff greet and welcome all guests in accordance with company standards.
  • Implement all company policies and procedures effectively.
  • Assist in revenue and occupancy forecasting.
  • Ensure timely logging and delivery of messages, packages, and mail.
  • Maintain constant communication with Housekeeping, Sales & Marketing, and Property Operations.
  • Coordinate the ongoing implementation of the company's service philosophy.
  • Ensure accurate cash handling at the Front Desk.
  • Enforce all credit policies.
  • Ensure associates are consistently attentive, friendly, and helpful to all guests and fellow associates.
  • Establish and maintain a key control system.
  • Encourage participation in monthly team meetings.
  • Focus the Front Desk Department on their role in enhancing guest service and audit scores.
  • Monitor all VIP guests and special requests.
  • Maintain required inventory levels of front desk supplies.
  • Review daily Front Desk work and activity reports generated by Night Audit.
  • Review the Front Desk logbook and Guest Request log daily.