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Guest Services Supervisor

2 months ago

ValdeReuil, Normandie, United States Embassy Suites Winston Salem Full time

Embassy Suites Winston Salem is a dynamic hospitality management organization dedicated to delivering exceptional experiences for our team members, guests, stakeholders, and the community. Our commitment to service is at the core of our mission.

Position Overview

The Guest Services Supervisor plays a crucial role in overseeing the front desk team to guarantee the seamless execution of essential functions necessary for a successful front office operation.

Key Responsibilities:

  • Address all guest inquiries, issues, complaints, and incidents presented at the front desk or through various communication channels, ensuring a courteous and efficient response. Follow up to confirm guest satisfaction.
  • Participate in daily and monthly operational meetings.
  • Engage in the required Manager on Duty (M.O.D.) program as scheduled.
  • Assist at the front desk, concierge, and bell desk as needed.
  • Foster a professional working relationship and maintain open communication with management, team members, and other departments.
  • Collaborate closely with the accounting department on follow-up items, such as returned checks and discrepancies.
  • Ensure that staff warmly greet and welcome all guests approaching the front desk in line with company standards.
  • Implement all company policies and house rules, demonstrating a solid understanding of hospitality principles.
  • Assist in preparing revenue and occupancy forecasts.
  • Oversee accurate cash handling procedures at the front desk.
  • Ensure that team members consistently exhibit attentiveness, friendliness, and helpfulness towards all guests and colleagues.
  • Guide the Guest Services Department in enhancing guest service and audit scores.
  • Monitor all VIP guests, special requests, and accommodations.
  • Review daily guest services reports generated by the Night Audit team.
  • Stay informed about all Brand Rewards programs and promotions.
Essential Qualifications:
  • High school diploma, GED, or equivalent experience.
  • A minimum of 3 years of experience in guest services, with at least one year in a supervisory capacity.
  • Exceptional management, organizational, communication, and leadership abilities.
  • Highly organized and detail-oriented.
  • Must adhere to company appearance standards and comply with the designated uniform policy.
  • Availability to work any shift, including weekends, holidays, and special events as required.
  • Must possess employment eligibility in the U.S.
Physical Requirements:
  • Basic office skills, proficiency with personal computers, Microsoft Office, and general office equipment.
  • Regularly required to sit, stand, walk, bend, and use hands to handle objects, tools, or controls.
  • Must be able to lift up to 50 lbs. and work most shifts in a standing position.
  • A valid driver's license from the applicable state is required.
  • Weekend availability is essential.
Embassy Suites Winston Salem is an equal opportunity employer, providing fair employment opportunities to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.