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Guest Service Supervisor

1 month ago

Newport, Rhode Island, United States Navy Exchange Full time
Job Summary:

As a Guest Service Supervisor, you will oversee the daily operations of the front desk, ensuring seamless guest experiences and efficient service delivery. You will be responsible for supervising subordinate staff, maintaining a clean and safe environment, and adhering to Navy Lodge standards and regulations.

Key Responsibilities:
  • Supervise front desk operations, including lobby appearance, guest service, and office operations.
  • Communicate with all NHG personnel and chain of command regarding operations, guest issues, and situations that require elevation to immediate supervisor.
  • Utilize various modes of communication to assist guests with room reservations, cancellations, payments, and other inquiries.
  • Train associates on NHG systems, standards, and operating procedures.
  • Monitor and ensure staff completes all required annual training within designated timeframe.
  • Approve and disapprove leave requests, document attendance, and utilize payroll system to enter schedules and annotate leave.
  • Issue room keys, sort incoming mail and messages, and deposit guest valuables in safety-deposit boxes as requested.
  • Control inventory quantity of associates' uniforms, ensuring approved uniforms and name badges are worn and maintained in proper condition.
  • Operate a multi-line telephone system, record and deliver messages, and answer inquiries regarding services, base facilities, area attractions, and travel directions.
  • Utilize computerized Property Management System (PMS) to generate reports, input statistical data, and review and monitor same for accuracy.
  • Reconcile daily transactions of all accounts and outlets of the NHG property, ensuring complete reconciliation of balances while maintaining guest service at all times.
  • Execute night audit functions, review audit packs, and research and resolve discrepancies.
  • Assist NHG management with end-of-month reporting and may be required to act as Government Purchase Card holder and maintain required records.
  • Act as Manager on Duty as assigned to maintain continuity in the absence of the General Manager.
Requirements:
  • 2 years of experience in administrative, professional, investigative, or other responsible work that enabled the applicant to gain a general knowledge of business practices and administrative processes, skill in dealing with others in person-to-person work relationships, and the ability to exercise mature judgment.
  • OR Substitution of education for experience: 1 year of academic study above the high school level successfully completed in a hotel, lodging, hospitality school may be substituted at the rate of one-half academic year of study for 6 months of general experience, provided such study included a minimum of 6 semester hours or the equivalent per year in subjects related to the specialized field.
  • AND Specialized experience: 1 year of responsible experience in administrative, supervisory, professional, or technical work that demonstrated knowledge of Navy Lodge front-of-house operations or similar work that demonstrated knowledge and abilities within a guest services environment.