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Guest Services Supervisor

2 months ago

San Diego, California, United States Aimbridge Hospitality Full time
Job 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 a hotel or a related field is required.
  • A High School diploma or equivalent is mandatory.
  • College coursework in a related field is advantageous.
  • Previous supervisory experience is preferred.
  • A valid driver's license for the applicable state is necessary.
  • Ability to convey information and ideas clearly is essential.
  • Must quickly and accurately evaluate and select among alternative courses of action.
  • Capability to perform well in high-pressure situations, including managing guest objections and disputes effectively.
  • Proactive in job performance, anticipating needs before they arise.
  • Ability to maintain composure and objectivity under pressure.
  • Effective problem-solving skills, including anticipating, preventing, identifying, and resolving issues as they occur.
  • Strong listening skills to understand and clarify concerns raised by guests and colleagues.
  • Competence in handling financial information and basic arithmetic functions.

Key Responsibilities
  • Approach all interactions with guests and team members in a friendly, service-oriented manner.
  • Maintain regular attendance in accordance with company standards as required by scheduling.
  • Uphold high standards of personal appearance and grooming, including wearing the appropriate uniform and name tag.
  • Adhere to company standards and regulations to promote safe and efficient hotel operations.
  • Exemplify a friendly and warm 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.
  • Fully understand and execute all relevant aspects of the front desk computer system.
  • Ensure timely and professional logging and delivery of all messages, packages, and mail.
  • Stay informed about all rates, packages, and promotions currently available.
  • Be knowledgeable about all in-house groups and aware of closed-out and restricted dates.
  • Enforce all hotel credit policies consistently.
  • Perform all duties of a Front Desk Agent as needed.
  • Complete and ensure accurate bucket checks, room rate verification reports, and housekeeping reports.
  • Oversee the proper operation of the P.B.X. console and ensure compliance with company standards.
  • Foster good communication and teamwork with fellow associates and other departments.
  • Assist the General Services Manager in ensuring compliance with company standards among associates.
  • 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 associates are consistently attentive, friendly, helpful, and courteous to all guests and colleagues.
  • 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 required by management.
  • Assist in the training of new hires and current associates regularly.
  • Attend meetings as required by management.

Company Overview

Aimbridge Hospitality is the global leader in third-party hotel management, representing over 1,550 hotels across all 50 states and 22 countries. Our portfolio includes top international lodging brands, luxury hotels, destination resorts, and lifestyle hotels.

Our associates are dedicated to serving our guests and achieving exceptional results, thriving in a culture that inspires everyone to be their best.


Benefits

After an initial waiting period, full-time positions are eligible for a competitive benefits package that includes:

  • Medical, Dental, and Vision Coverage
  • Short-Term and Long-Term Disability Income
  • Term Life and AD&D Insurance
  • Paid Time Off
  • Employee Assistance Program
  • 401k Retirement Plan

Compensation

Min: USD $16.40/Hr.
Mid: USD $20.50/Hr.
Max: USD $24.60/Hr.