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Guest Services Supervisor
2 months ago
Position: Guest Services Supervisor
Company: Plaza Hotel Pioneer Park
Overview
The Guest Services Supervisor is responsible for overseeing front desk operations while adhering to established standards of guest service, quality, and sustainability.
Career Advancement Opportunities
This role can lead to positions such as Assistant Front Office Manager, Front Office Manager, or Assistant General Manager.
Key Responsibilities
- Conduct interviews, select, train, schedule, coach, and support team members to ensure compliance with brand standards and core values.
- Address guest complaints and concerns through thorough investigation and effective resolution strategies.
- Monitor guest satisfaction scores and implement strategies to enhance overall guest experience.
- Engage with guests in the lobby and participate in activities that foster relationships, encouraging repeat visits.
- Manage front office operations in the absence of senior management.
- Perform bookkeeping tasks, including account balancing and audits.
- Handle reservations and confirmations efficiently.
- Promote marketing initiatives specific to the brand.
- Welcome guests upon arrival, registering and assigning them to their accommodations.
- Provide guests with welcome materials, including room keys and relevant information.
- Process billing, collect payments, and manage cash transactions.
- Close guest accounts during check-out, negotiating solutions in case of dissatisfaction.
- Develop actionable plans to address service deficiencies.
- Ensure cleanliness and proper maintenance of the hotel entrance, reception, and public areas.
- Adhere to sustainability practices in line with the company's environmental initiatives.
- Follow safety protocols and regulations.
- Perform additional duties as assigned by management.
Qualifications
Preferred candidates will possess an Associate's or Bachelor's degree and have 1 to 3 years of relevant experience.
Work Environment
This position requires flexibility in scheduling, including availability for shifts, holidays, and weekends. Physical demands include standing for extended periods, walking, and lifting up to 25 pounds.
Company Values
We believe in the capability of our people, striving for excellence, maintaining agility, and taking ownership of our roles.
The Plaza Hotel Pioneer Park is an equal opportunity employer, committed to diversity and inclusion in the workplace.
