Guest Services Supervisor
2 weeks ago
Position Overview:
The Front Desk Manager plays a crucial role in overseeing the Front Office operations, ensuring that all guests receive exceptional service in a welcoming and efficient manner. This position is vital in enhancing guest satisfaction throughout their stay while optimizing room revenue and occupancy rates.
Key Responsibilities:
- Address all guest inquiries, issues, and feedback at the Front Desk or through Reservations with attentiveness and professionalism, ensuring follow-up for guest satisfaction.
- Lead, mentor, and manage Front Desk staff in accordance with company standards, fostering a positive work environment.
- Ensure adherence to brand training protocols and implement effective training strategies for new hires.
- Conduct interviews and manage the hiring process for Front Desk personnel.
- Perform regular performance evaluations for Front Desk team members to support their professional growth.
- Analyze daily occupancy and revenue reports to maximize room sales and monitor credit reports.
- Participate in all necessary meetings to discuss sales strategies and implement appropriate restrictions.
- Supervise the Night Audit process, ensuring accuracy in financial reporting.
- Oversee the scheduling of Front Desk staff based on business forecasts and productivity requirements.
- Maintain compliance with all financial policies and procedures, ensuring accurate cash handling.
- Promote open communication and collaboration among all departments to enhance operational efficiency.
- Utilize the Front Office computer system for report generation and data analysis.
- Ensure the proper operation of communication systems and maintain a professional atmosphere at the Front Desk.
- Monitor and manage the handling of guest requests, ensuring timely and professional responses.
- Implement and uphold all company policies and procedures related to guest services.
Qualifications:
- A minimum of 5 years of progressive experience in hotel management or a related field.
- Proven supervisory experience is essential.
- Proficiency in Microsoft Windows and company-approved software is required.
- Strong communication skills and the ability to handle high-pressure situations effectively.
- Ability to analyze complex information and make informed decisions quickly.
This role is integral to the success of our operations, ensuring that we provide an outstanding experience for our guests while maintaining the highest standards of service.
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