Guest Services Supervisor
1 week ago
Embassy Suites Winston Salem is a prominent name in the hospitality sector, dedicated to providing exceptional experiences for our guests and team members alike. Our commitment to excellence is reflected in every aspect of our operations.
Position Overview
The Guest Services Supervisor plays a pivotal role in overseeing the front desk team, ensuring the seamless execution of essential functions for a successful front office operation.
Key Responsibilities:
- Address all guest inquiries, concerns, and feedback with attentiveness and professionalism, ensuring a high level of guest satisfaction.
- Participate in regular team meetings to discuss operational updates and service improvements.
- Engage in the Manager on Duty program as required.
- Assist at the front desk, concierge, and bell desk as necessary to support the team.
- Foster strong communication and relationships with management, staff, and other departments.
- Collaborate with the accounting department on financial discrepancies and follow-up actions.
- Ensure that all guests are greeted warmly and welcomed in line with company standards.
- Implement and uphold all company policies and operational guidelines.
- Contribute to revenue and occupancy forecasting efforts.
- Oversee accurate cash handling procedures at the front desk.
- Encourage staff to maintain a friendly, helpful, and courteous demeanor towards all guests and colleagues.
- Guide the Guest Services Department in enhancing guest service and operational metrics.
- Monitor special requests and VIP guest experiences.
- Review daily reports generated by the Night Audit team to ensure service quality.
- Stay informed about all loyalty programs and promotional offers.
- High school diploma, GED, or equivalent experience.
- A minimum of 3 years in guest services, with at least 1 year in a supervisory capacity.
- Exceptional management, organizational, communication, and leadership abilities.
- Detail-oriented with strong organizational skills.
- Adherence to company appearance standards and uniform compliance is required.
- Flexibility to work various shifts, including weekends and holidays.
- Eligibility for employment in the U.S. is necessary.
- Proficient in basic office skills, including experience with personal computers and Microsoft Office.
- Regularly required to sit, stand, walk, bend, and use hands for various tasks.
- Ability to lift up to 50 lbs. and maintain a standing position for extended periods.
- A valid driver's license from the applicable state is required.
- Availability on weekends is essential.
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