Guest Services Supervisor

2 weeks ago

Battle Creek, Michigan, United States Hampton Battle Creek Full time

Position Overview:

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

Qualifications:

  • Minimum of 2 to 3 years of progressive experience in the hospitality industry or a related field is required. A High School diploma or equivalent is mandatory.
  • Relevant college coursework is advantageous.
  • Prior supervisory experience is preferred.
  • A valid driver's license for the applicable state is required.
  • Ability to communicate information and ideas clearly is essential.
  • Must be capable of evaluating and selecting among alternative courses of action quickly and accurately.
  • Ability to perform well in high-pressure situations, including effectively handling guest objections and disputes.
  • Proactive approach to job performance, anticipating needs before they arise.
  • Maintain composure and objectivity under stress.
  • Effectively manage workplace problems, including anticipating, preventing, identifying, and resolving issues as necessary.
  • 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 co-workers.
  • Competence in working with financial information and basic arithmetic functions.

Key Responsibilities:

  • Engage with guests and associates in a friendly, service-oriented manner.
  • Maintain regular attendance in accordance with company standards, adapting to the hotel’s scheduling needs.
  • Uphold high standards of personal appearance and grooming, including wearing the appropriate uniform and name tag.
  • Adhere to company standards and regulations to promote safe and efficient hotel operations.
  • Foster a friendly and welcoming atmosphere at all times.
  • Set the benchmark for guest relations at the front desk.
  • Gather all necessary information when processing room reservations.
  • Monitor V.I.P. and special guest requests diligently.
  • Review the Front Office log and Trace File on a daily basis.
  • Fully understand 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 current rates, packages, and promotions.
  • 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 P.B.X. console, ensuring compliance with company standards.
  • Establish and nurture effective communication and teamwork with fellow associates and other departments.
  • Assist the General Services Manager in ensuring compliance with company standards.
  • Have knowledge 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.
  • Ensure that all tasks on the shift checklist are completed promptly and efficiently.
  • Guarantee 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.

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