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Guest Services Supervisor

2 months ago

Foxboro, United States Colwen Hotels Full time
Join Our Team as a Guest Services Supervisor

Colwen Hotels is excited to announce an opportunity for a dedicated and personable Guest Services Supervisor at our esteemed property. In this pivotal role, you will oversee the front desk and night audit teams, ensuring an exceptional experience for both guests and team members. Your passion for providing outstanding service and nurturing talent will be key to your success in this position.

About Colwen Hotels:
We are a dynamic hospitality group grounded in integrity, hard work, and authenticity. Our mission is to foster innovative ideas and empower our team members to create memorable experiences for our guests. With a portfolio of 40 hotels across 10 states, we are committed to continuous growth and development, offering our associates ample opportunities for career advancement.

Key Responsibilities:
  • Recruit, interview, and onboard new team members for front office roles.
  • Collaborate with Human Resources to assess staffing needs, morale, and address any disciplinary matters.
  • Provide training and ongoing support to ensure team performance aligns with established standards.
  • Conduct regular evaluations of staff adherence to policies and procedures.
  • Facilitate monthly recognition meetings to celebrate team and individual achievements.
  • Maintain open lines of communication with team members and direct reports.
  • Ensure compliance with labor laws and regulations.
  • Address guest inquiries regarding hotel policies and services.
  • Process advance registration payments and manage confirmations.
  • Welcome VIP guests and arrange special services as needed.
  • Enforce cash handling and credit policies diligently.
  • Verify financial transactions and deposits at the end of each shift.
  • Analyze rate variances and monitor occupancy reports closely.
  • Review daily operations and reports generated by the night audit team.
  • Conduct tours of public areas and address any disturbances promptly.
  • Engage in budgeting and forecasting to optimize hotel revenue.
  • Prepare financial reports to assess budgetary and profitability targets.
  • Participate in revenue management discussions and owner meetings.
  • Identify performance improvement areas and develop strategic solutions.
  • Coach the hotel team to effectively manage occupancy, rates, and expenses.
  • Identify service trends and implement creative solutions to enhance guest satisfaction.
  • Balance cost control measures with outstanding customer service and associate satisfaction.
Qualifications:
  • Two-year college degree or equivalent experience in hospitality preferred.
  • At least one year of supervisory experience in a front desk environment.
  • Exceptional verbal and written communication skills.
  • Proven ability to multitask and perform under pressure.
  • Strong interpersonal and customer service abilities.
  • Demonstrated leadership and supervisory skills.
  • Familiarity with common software applications.
  • Willingness to work flexible hours, including nights and weekends.
Benefits & Perks:
  • Comprehensive Medical Insurance with Company-Funded HRA.
  • Dental and Vision Insurance.
  • Flexible Spending Accounts.
  • Diverse Supplemental Insurance Options.
  • Generous Paid Time Off Programs.
  • Employee Assistance Program.
  • 401K Plan with Employer Match.
  • Hotel Discount Travel Program for Employees and Family.
  • Exclusive Discounts on Travel, Entertainment, and Retail.
  • Training and Development Opportunities.
  • Career Advancement Pathways.
Colwen Hotels is proud to be an equal opportunity employer. EEO M/F/D/V.