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Guest Services Supervisor

2 months ago

Maitland, Florida, United States Aimbridge Hospitality Full time

Job Overview

The Front Desk Manager plays a crucial role in overseeing the Front Office operations, ensuring that all guests receive exceptional service throughout their stay. This position requires a blend of hospitality expertise and managerial skills, particularly within the Marriott framework and utilizing LightSpeed systems.

Key Responsibilities

Qualifications:

  • Minimum of 2 years of progressive experience in hotel management.
  • Experience with Marriott systems is essential.
  • Proven supervisory experience is required.
  • Strong communication skills to convey information effectively.
  • Ability to maintain composure and professionalism under pressure.
  • Proficient in problem-solving and conflict resolution.
  • Financial acumen and basic arithmetic skills are necessary.

Job Duties:

  • Address all guest inquiries, issues, and complaints promptly and courteously, ensuring satisfaction.
  • Guide, mentor, and manage Front Desk staff in accordance with Aimbridge Hospitality standards.
  • Ensure adherence to brand training protocols and effective onboarding of new staff.
  • Conduct interviews and manage the hiring process for Front Desk personnel.
  • Foster a positive work environment and enhance employee training and morale.
  • Review staff hours for payroll accuracy and timely submission.
  • Maximize revenue through effective billing practices.
  • Maintain open communication with management and other departments.
  • Collaborate with Accounting on financial discrepancies and follow-ups.
  • Oversee the reservation process, ensuring compliance with Aimbridge Hospitality’s service standards.
  • Welcome guests warmly at the Front Desk, upholding Aimbridge Hospitality’s service protocols.
  • Implement and enforce all company policies and procedures.
  • Coordinate the ongoing application of Aimbridge Hospitality’s service philosophy.
  • Ensure accurate cash handling at the Front Desk.
  • Participate in all required meetings and training sessions.
  • Collect and deliver messages, packages, and mail efficiently.
  • Stay informed about current rates, packages, and promotions.
  • Enforce hotel credit policies and maintain key control systems.
  • Focus on enhancing guest service scores through effective Front Desk operations.
  • Monitor VIP guests and special requests to ensure exceptional service.
  • Assist in developing and maintaining emergency procedures for Front Desk staff.
  • Maintain organized documentation of operational processes and reports.
  • Conduct meetings as required by management.
  • Perform additional duties as assigned.

Company Overview

Aimbridge Hospitality is a leading global hotel management company, with a diverse portfolio of over 1,550 hotels across 50 states and 22 countries. Our commitment to excellence in guest service and operational performance drives our success, and we foster a culture that inspires our associates to excel.

Benefits

Eligible full-time employees can enjoy a competitive benefits package, including:

  • 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