Guest Services Supervisor

2 weeks ago

Duluth, Minnesota, United States Embassy Suites AtlantaSugarloaf, GA Full time

At Embassy Suites Atlanta/Sugarloaf, GA, our commitment is to deliver exceptional service and create memorable experiences for our guests.

We strive to achieve this by fostering a welcoming environment and providing top-notch service and value to all who visit us.

We are looking for individuals who are passionate about the hospitality industry and eager to develop their careers with us. Many of our current leaders have advanced through our ranks, showcasing our dedication to internal growth.

As a vital member of our team, you will be expected to leverage your skills and enthusiasm to enhance our workplace and the quality of our services. In return, we offer numerous opportunities for professional development and career advancement.


Key Responsibilities

  • Oversee and guide the activities of all personnel in the Front Office department, ensuring adherence to our standards of excellence.
  • Facilitate employee training and development; assist in performance evaluations and disciplinary measures.
  • Maintain a professional, high-quality service-oriented atmosphere at all times.
  • Act as the manager on duty, addressing guest complaints, resolving issues, and accommodating special requests.
  • Communicate daily activities, group and VIP arrivals, as well as special requests and returning guests to all Front Office staff.
  • Verify accommodations, ensuring that all special requests are fulfilled.
  • Manage the reservation process to achieve optimal room occupancy and average daily rates through effective suggestive selling techniques.
  • Welcome guests upon arrival and ensure they are escorted to their accommodations when appropriate.
  • Collaborate closely with the Housekeeping Department to enhance guest services and promote interdepartmental communication.
  • Implement procedures for credit control and manage financial transactions, ensuring the security of funds, guest safety, and emergency protocols.
  • Coordinate daily operations with the hotel management team.
  • Conduct monthly departmental meetings to keep staff informed of hotel activities.
  • Exhibit flexibility and willingness to cover shifts as needed.

Qualifications
  • Associate's Degree in Hospitality Management preferred.
  • 1-3 years of experience in the hospitality sector required; prior experience with Hilton is advantageous.
  • Familiarity with OnQ software is essential.
  • Previous supervisory experience is preferred.
  • Strong customer service skills are required.
  • Experience with cash and credit card handling procedures.
  • Attention to detail is crucial.
  • Knowledge of hotel layout, amenities, and operational procedures.
  • Familiarity with the local area, including businesses, services, major roads, and community events.

We are committed to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind.

This policy encompasses all aspects of employment, including recruitment, hiring, promotion, termination, and training.

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