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Guest Services Supervisor

2 months ago

Madison Wisconsin, United States Residence Madison East Full time
Position Overview

The Guest Services Supervisor plays a crucial role in supporting the Front Desk Manager and/or General Manager by delivering attentive, courteous, and efficient service to all guests before their arrival and throughout their stay. This position is also tasked with optimizing room revenue and occupancy rates.

Key Qualifications

  • Minimum of 2 to 3 years of progressive experience in hospitality or a related sector is required. A High School diploma or equivalent is mandatory.
  • Relevant college coursework is advantageous.
  • Previous experience in a supervisory role is preferred.
  • A valid driver's license for the applicable state is required.
  • Ability to communicate information and ideas clearly is essential.
  • Quick and accurate evaluation and selection among alternative courses of action are necessary.
  • Capability to perform well in high-pressure situations, including effectively handling guest objections and disputes.
  • Proactive approach to job performance, anticipating needs before they arise.
  • Maintaining composure and objectivity under pressure is critical.
  • Effectiveness in problem-solving, including anticipating, preventing, identifying, and resolving issues as needed.
  • Ability to assimilate complex information from various sources and adjust to meet specific needs.
  • Strong listening skills to understand and clarify concerns raised by guests and colleagues.
  • Competence in handling financial information and basic arithmetic functions.
Core Responsibilities

  • Engage with guests and associates in a friendly, service-oriented manner.
  • Maintain regular attendance in accordance with company standards, which may vary based on hotel needs.
  • Uphold high standards of personal appearance and grooming, including wearing the designated uniform and name tag.
  • Adhere to company standards and regulations to promote safe and efficient hotel operations.
  • Exhibit a warm and friendly demeanor consistently.
  • Set the benchmark for guest relations at the Front Desk.
  • Gather all necessary information when processing room reservations.
  • Monitor all VIP and special guest requests diligently.
  • Review the Front Office log and Trace File on a daily basis.
  • Comprehend and execute all relevant aspects of the front desk computer system.
  • Ensure timely and professional logging and delivery of messages, packages, and mail.
  • Stay informed about all rates, packages, and promotions currently available.
  • Be knowledgeable about all in-house groups.
  • Be aware of all closed-out and restricted dates.
  • Follow and enforce all hotel credit policies.
  • Perform all duties of a Front Desk Agent as needed.
  • Complete and ensure accurate bucket checks, room rate verification reports, and housekeeping reports.
  • Maintain proper operation of the PBX console, ensuring compliance with company standards.
  • Foster good communication and teamwork with fellow associates and other departments within the hotel.
  • Assist the General Services Manager in ensuring compliance with company standards.
  • Be knowledgeable of and assist in all emergency procedures as required.
  • Oversee and ensure that all guests are checked in and out in a friendly, efficient, and courteous manner.
  • Complete all tasks and duties on the shift checklist promptly and efficiently.
  • Ensure that associates remain attentive, friendly, helpful, and courteous to all guests and colleagues.
  • Maximize room revenue through effective Rooms Merchandising.
  • Respond to all guest inquiries in a timely and professional manner.
  • Participate in departmental meeting planning and execution.
  • Help maintain productivity levels at or above budgeted standards.
  • Perform any other duties as assigned by management.
  • Assist in the training of new hires and current associates regularly.
  • Attend meetings as required by management.