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Guest Services Supervisor

2 months ago

Dubuque, Iowa, United States Grand Harbor Resort Full time
Position Overview

Located in a prime area, the Grand Harbor Resort and Waterpark is recognized as a top-tier destination for corporate gatherings, group functions, and family getaways. We are currently seeking a dedicated Front Desk Manager to oversee our guest services team.

As the Front Desk Manager, your primary responsibility will be to lead the guest service department, ensuring that our high standards of quality and service are consistently met. This role requires a proactive and hands-on approach, balancing between training and supervising team members while also stepping in to cover front desk shifts as necessary. If you have a passion for service and leadership in the hospitality sector, this position could be an excellent fit for you.

Key Responsibilities:

  • Supervise the night audit process and prepare daily financial summaries.
  • Formulate strategies to enhance occupancy rates and average daily rates through effective upselling techniques.
  • Manage daily staffing needs, delegate tasks, and set performance goals for team members.
  • Provide ongoing mentorship, coaching, and constructive feedback to enhance team performance.
  • Address conflicts and work to improve team dynamics.
  • Train staff on compliance with all relevant laws and safety protocols.
  • Ensure team members are equipped with the necessary training and tools to perform their duties effectively.
  • Guarantee that front office personnel deliver prompt, professional service and personalized attention to guests.
  • Welcome guests upon arrival and engage with them to foster positive relationships.
  • Handle guest complaints appropriately, gather feedback, and implement improvements to enhance guest satisfaction.
  • Conduct regular inspections of the front office and public areas, taking immediate corrective actions as needed.
  • Verify billing instructions and guest credit compliance with hotel policies, ensuring secure transaction handling.
  • Train team members on emergency procedures and maintain relationships with local emergency services.
  • Perform additional duties as required.

Qualifications:

  • Strong technical, mechanical, and maintenance skills to effectively address hotel product issues.
  • Excellent time management abilities and sound judgment.
  • Detail-oriented with strong organizational skills.
  • Ability to maintain accurate logs and records as required.
  • Flexibility to respond to emergency maintenance issues as they arise.
  • Willingness to work weekends and holidays as needed.
  • Capability to manage multiple tasks simultaneously.

Physical Requirements:

  • Ability to lift and carry up to 20 lbs.
  • Capacity to stand and walk for extended periods.

Benefits:

  • Eligibility for 401(k) enrollment after six months of service with matching contributions.
  • Paid Time Off for sick leave and vacations.
  • Holiday pay and opportunities for professional growth within the company.
  • Travel discounts available through various hotel brands.

For full-time team members:

  • Comprehensive medical, dental, and vision insurance options.
  • Opportunities to enroll in additional insurance plans and flexible spending accounts.