Guest Services Supervisor

2 weeks ago

Philadelphia Pennsylvania, United States Sheraton Philadelphia Downtown Full time

Position Overview:


The Guest Services Supervisor acts as a key liaison for inquiries and intricate projects or issues related to Guest Services, catering to both guests and team members.

This position will play a vital role in mentoring new Guest Services Representatives and will also perform duties as a Guest Services Representative, which includes welcoming and registering guests, delivering exceptional service throughout their stay, and finalizing guest accounts upon departure.


Core Responsibilities:
Focused training of front desk team members, managing guest registrations, adjusting reservations, and fulfilling hotel operator and concierge responsibilities.

Delivering attentive, courteous, and efficient service to all guests before their arrival and throughout their stay while optimizing room revenue and occupancy rates.


Key Duties:

REQUIREMENTS:
A High School diploma or equivalent is mandatory, with preferred coursework in a related discipline.

Experience in the hospitality industry or a similar field is preferred, particularly in a leadership capacity.

A positive and enthusiastic demeanor is essential, along with a commitment to providing outstanding customer service to our guests.


Ability to manage multiple tasks, attention to detail, and problem-solving skills are crucial for effectively addressing the needs of both internal and external customers.

Must be capable of clearly communicating information and ideas.

Ability to quickly and accurately assess and choose among various courses of action.

Must thrive in high-pressure situations.

Proficiency in addressing workplace challenges, including anticipating, preventing, identifying, and resolving issues as necessary.

Must be adept at listening to, understanding, and clarifying concerns raised by colleagues and guests.

Ability to work with and comprehend financial data and basic arithmetic functions.

Must maintain composure and objectivity under pressure.

JOB FUNCTIONS:
Approach all interactions with guests and team members in a friendly, service-oriented manner.


Uphold high standards of personal appearance and grooming, including wearing the appropriate uniform and name tag while on duty (as per brand standards).


Maintain consistent attendance in accordance with company standards as required by scheduling, which may vary based on hotel needs.

Adhere to all company standards and regulations to promote safe and efficient hotel operations.

Maintain a warm and welcoming demeanor at all times.

Conduct comprehensive orientation for new Guest Services Representatives.

Assist with elevated concerns and inquiries from guests or team members.

Greet and welcome all guests approaching the Front Desk in alignment with company standards.

Ensure proper operation of the telephone switchboard and meet all performance standards set by the company.

Handle requests for information, mail, and messages in an efficient and courteous manner.

Respond to guest inquiries regarding hotel services, facilities, and hours of operation.

Address inquiries from guests about dining, transportation, entertainment, etc.

Establish and maintain effective communication and teamwork with fellow associates and other departments within the hotel.

Follow all company credit policies.


Be knowledgeable about all rates, packages, and special promotions; be familiar with all in-house groups; be aware of closed-out and restricted dates.

Gather all necessary information when processing room reservations and adhere to rate quoting procedures.

Be familiar with all company policies and house rules, as well as hospitality terminology.

Have knowledge of and assist in emergency procedures as required.

Manage check-ins and check-outs in a friendly, efficient, and courteous manner.

Fully understand and operate all relevant aspects of the Front Desk computer system.

Associates must consistently be attentive, friendly, helpful, and courteous to all guests, managers, and fellow associates.

Ensure the logging and delivery of packages, mail, and messages as needed to guests and meeting rooms.

Utilize proper two-way radio etiquette at all times when communicating with other associates.

Attend meetings as required by management.

Perform any other duties as requested by management.

Company Overview:


As a leader in third-party hotel management, our expanding portfolio encompasses over 1,550 hotels across all 50 states and 22 countries, featuring top international lodging brands, luxury hotels, destination resorts, and lifestyle hotels.

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

Join a world of opportunities with our organization.

Benefits:
After an initial waiting period, those hired into full-time positions are eligible for a competitive benefits package that includes the following:

Now offering Daily Pay; inquire with your Recruiter for more details.

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

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