Guest Services Supervisor

1 week ago

Asheville, North Carolina, United States The Foundry Hotel Asheville, Curio Collection Full time
The Foundry Hotel Asheville, Curio Collection - Your Future Awaits

Position Overview: The Guest Services Supervisor plays a crucial role in overseeing the front office team, ensuring that daily operations run smoothly and efficiently.

We provide comprehensive Medical/Dental/Vision benefits, a generous Paid Time Off program, performance-based bonuses, daily pay options, an Employee Referral bonus program, and the chance to thrive in a culture that values growth and advancement within the organization.

Founded as a family-oriented establishment, we have evolved into a premier development, management, and investment firm, recognized for our commitment to excellence in hospitality. Our culture emphasizes the importance of relationships with our associates, partners, and the communities we serve.

Key Responsibilities:
  • Deliver exceptional customer service consistently.
  • Maintain a warm, professional, and approachable demeanor at all times.
  • Respond accurately to inquiries from prospective guests and manage hotel reservations.
  • Effectively address guest issues and complaints with urgency and care.
  • Handle telephone and in-person inquiries regarding reservations, hotel details, and guest concerns promptly.
  • Supervise daily operations to ensure adherence to standard procedures and attentive service.
  • Train and guide front desk staff, resolving issues and providing coaching to enhance performance.
  • Manage customer complaints and issues swiftly to uphold high satisfaction levels.
  • Allocate rooms based on guest preferences and special requests.
  • Foster strong interdepartmental relationships to ensure seamless service delivery.
  • Ensure all guest communications, including phone calls and messages, are handled professionally and efficiently.
  • Manage group arrivals, ensuring pre-registration and accurate billing.
  • Oversee cash transactions at the front desk, maintaining accountability for the front office bank.
  • Contribute to yield management strategies, marketing initiatives, and pricing decisions.
  • Keep the Alice log updated and ensure actions are taken as necessary.
  • Follow safety protocols during guest check-in and report any suspicious activities.
  • Assist other departments in providing exceptional service, especially during peak times.
  • Assume responsibilities in the absence of the Front Office Manager or Assistant Front Office Manager.
  • Participate in occupancy forecasting and market analysis.
  • Ensure compliance with time and attendance policies.
Qualifications:
  • Experience as a Front Desk Agent, customer service representative, or similar role with supervisory responsibilities.
  • Proficient in Microsoft Office Suite, particularly Excel.
  • Prior supervisory experience is preferred.
  • Familiarity with OnQ or property-specific PMS systems such as Efficenter, Quore, Alice, PBX, and other hotel-related software is advantageous.
  • Valid driver's license and reliable transportation required for off-site tasks.
  • Fluency in English is essential.
  • Strong written and verbal communication skills.
  • Basic mathematical skills, including understanding percentages and variances.
  • Strong problem-solving abilities and the capacity to motivate and supervise others.
  • Able to manage multiple tasks and interact effectively under pressure.
The Foundry Hotel Asheville is proud to be an Equal Opportunity Employer

We are committed to fostering diversity and inclusion in our workplace. Discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws are strictly prohibited.

This description summarizes primary responsibilities and qualifications. It is not intended to encompass all duties or qualifications that may be required now or in the future. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Pre-employment background checks are required.

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