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Guest Experience Supervisor

1 month ago

Miami FL USA, United States Highgate Hotels Full time
Job Title: Guest Experience Supervisor

Highgate Hotels is seeking a Guest Experience Supervisor to join our team at The Elser Hotel & Residences in Downtown Miami. As a key member of our Front Office team, you will be responsible for ensuring that our guests receive exceptional service and have a memorable stay with us.

Responsibilities:
  • Assist the Guest Services Manager and Assistant Guest Services Manager in providing attentive, courteous, and efficient service to all guests.
  • Monitor all VIP and special guest requests, and ensure that all messages, packages, and mail are delivered in a timely and professional manner.
  • Be aware of all rates, packages, and promotions currently underway, and be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
  • Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
  • Assist the G.S.M. in ensuring that employees are following and maintaining standards, and have knowledge of and assist in all emergency procedures as required.
  • Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner.
  • Be able to perform all duties of Guest Services Agent, and run room status reports in a timely manner and relay necessary information to affected departments and individuals.
  • Monitor key control to maintain hotel security, and ensure the maximization of room revenue through Rooms Merchandising.
  • Answer all guest inquiries in a timely and professional nature, and be involved in departmental meeting, planning and execution.
  • Help maintain productivity levels at or above budgeted standards, and assist in training and cross training of new hires and current employees on a regular basis.
Requirements:
  • High School diploma or equivalent required.
  • At least 2 to 3 years of progressive experience in a hotel or a related field required.
  • College course work in related field helpful.
  • Previous supervisory responsibility preferred.
  • Must have a valid driver's license for the applicable state.
  • Flexible and long hours sometimes required.
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Maintain a warm and friendly demeanor at all times.
  • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
  • Attend all hotel required meetings and trainings.
  • Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
  • Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.