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Guest Services Supervisor

2 months ago

Stevens Point, Wisconsin, United States Fairfield Stevens Point Full time

Position Overview:

The Guest Services Supervisor plays a crucial role in supporting the Front Desk Manager and/or General Manager by delivering attentive, courteous, and efficient service to all guests before their arrival and throughout their stay. This position is also tasked with optimizing room revenue and occupancy rates.

Qualifications:

  • Minimum of 2 to 3 years of progressive experience in the hospitality industry or a related field is required. A High School diploma or equivalent is mandatory.
  • Relevant college coursework is advantageous.
  • Prior supervisory experience is preferred.
  • A valid driver's license for the applicable state is required.
  • Ability to communicate information and ideas clearly is essential.
  • Must be adept at evaluating and selecting among alternative courses of action swiftly and accurately.
  • Capability to perform well in high-pressure situations, including effectively handling guest objections and disputes.
  • Proactive approach to job responsibilities, anticipating needs before they arise.
  • Ability to maintain composure and objectivity under stress.
  • Effective problem-solving skills, including anticipating, preventing, identifying, and resolving issues as necessary.
  • Capacity to assimilate complex information from various sources and adjust accordingly to meet specific needs.
  • Strong listening skills to understand and clarify concerns raised by guests and colleagues.
  • Proficiency in handling financial information and basic arithmetic functions.

Key Responsibilities:

  • Engage with guests and team members in a friendly, service-oriented manner.
  • Maintain regular attendance in line with company standards, adapting to the hotel's scheduling needs.
  • Uphold high standards of personal appearance and grooming, including wearing the designated uniform and name tag.
  • Adhere to company standards and regulations to promote safe and efficient hotel operations.
  • Exhibit a warm and welcoming demeanor at all times.
  • Set the benchmark for guest relations at the front desk.
  • Gather all necessary information when processing room reservations.
  • Monitor all VIP and special guest requests diligently.
  • Review the Front Office log and Trace File on a daily basis.
  • Comprehend and execute all relevant aspects of the front desk computer system.
  • Ensure timely and professional logging and delivery of messages, packages, and mail.
  • Stay informed about all rates, packages, and promotions currently available.
  • Familiarize oneself with all in-house groups.
  • Be aware of all closed-out and restricted dates.
  • Enforce all hotel credit policies consistently.
  • Perform all duties of a Front Desk Agent as needed.
  • Complete and ensure accuracy in bucket checks, room rate verification reports, and housekeeping reports.
  • Oversee the proper operation of the PBX console, ensuring compliance with company standards.
  • Foster good communication and teamwork with fellow associates and other departments within the hotel.
  • Assist the General Services Manager in ensuring adherence to company standards.
  • Be knowledgeable of and assist in all emergency procedures as required.
  • Ensure that all guests are checked in and out in a friendly, efficient, and courteous manner.
  • Complete all tasks and duties on the shift checklist promptly and efficiently.
  • Ensure that associates are consistently attentive, friendly, helpful, and courteous to all guests and team members.
  • Maximize room revenue through effective Rooms Merchandising.
  • Respond to all guest inquiries in a timely and professional manner.
  • Participate in departmental meeting planning and execution.
  • Help maintain productivity levels at or above budgeted standards.
  • Perform any other duties as assigned by management.
  • Assist in the training of new hires and current associates regularly.
  • Attend meetings as required by management.