Guest Services Supervisor

2 weeks ago

Palo Alto, California, United States Nobu Hotel Palo Alto Full time
Job Overview

POSITION SUMMARY

The Guest Services Supervisor plays a crucial role in overseeing the operations of the Valet and Bell department, ensuring a smooth and pleasant experience for all guests upon their arrival and departure. This position involves carrying out supervisory duties in alignment with the hotel's policies and relevant regulations.

KEY RESPONSIBILITIES

  • Ensure that the Valet and Bell department is well-versed in all operational policies, safety protocols, and service standards.
  • Warmly greet and acknowledge every guest, assisting them with entry and exit from the hotel.
  • Help guests with their luggage, confirming the number of items to be retrieved from their vehicles.
  • Issue vehicle tags, documenting guest details, vehicle type, and license plate information. Conduct a thorough inspection of vehicles for any pre-existing damage.
  • Communicate with the Front Desk regarding incoming guests, providing their names for a seamless check-in process.
  • Conduct room orientation for new arrivals, covering safety exits and available services.
  • Manage luggage transport from arrival to departure, including room transfers, ensuring proper tagging and storage.
  • During guest departures, match vehicle tags and confirm luggage counts before retrieving vehicles.
  • Maintain cleanliness and organization in the parking area, adhering to local parking regulations.
  • Daily reconciliation of the valet log to ensure accurate logging of vehicles and associated charges.
  • Keep the bell stand attended at all times, ensuring guest information is secure and position responsibilities are fulfilled.
  • Facilitate the pick-up and delivery of guest laundry, packages, and mail.
  • Assist guests with transportation arrangements as needed.
  • Conduct inventory checks of supplies to maintain appropriate stock levels.
  • Inspect the house car daily for cleanliness and functionality.
  • Document and process any claims related to hotel or guest property damage.
  • Collaborate with third-party vendors to uphold operational standards.
  • Participate in daily pre-shift meetings to ensure team alignment.
  • Provide accurate local area information and directions to guests.
  • Assist with the completion of parking permits and renewals.
  • Ensure adherence to uniform and grooming standards, communicating needs to management.
  • In the absence of housekeeping, maintain cleanliness of entry doors and walkways.
  • Manage floor mats according to weather conditions.
  • Perform any additional duties as assigned by management.

SUPERVISORY DUTIES

This role involves assisting in the leadership and coordination of the Bell and Valet department, including training staff, directing daily activities, addressing guest concerns, and resolving issues. The supervisor will also provide input on hiring and performance evaluations of team members.

QUALIFICATIONS

To excel in this position, candidates must demonstrate the ability to perform essential duties effectively. The following qualifications are essential:

  • Strong attention to detail, efficiency, and accuracy in job functions.
  • Exceptional organizational skills.
  • Effective communication skills, both verbal and written.
  • Ability to remain composed and resolve guest issues with sound judgment.
  • Proficient in reading and understanding instructions and correspondence.
  • Ability to follow detailed oral instructions.
  • Proficient in English; Spanish language skills are a plus.
  • Ability to interpret safety regulations and operational manuals.
  • Capability to drive various vehicle types, including manual transmission.
  • Strong customer service orientation and hospitality skills.
  • Must meet legal age requirements for the position.

EDUCATION and EXPERIENCE

A high school diploma is preferred, although any combination of education and experience that provides the necessary knowledge and skills will be considered. Previous experience in hospitality, particularly in a luxury setting, is advantageous.

CERTIFICATIONS

A valid California driver's license and a clean driving record are required.

PHYSICAL REQUIREMENTS

The physical demands of this role require the ability to stand, walk, and communicate effectively. Regular lifting and moving of items up to 50 pounds is necessary.

Nobu Hotel offers competitive benefits for full-time employees, including health, dental, vision, and a 401k plan with company matching.

EOE

Please visit our careers website for more information on our privacy and data policy.

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