Guest Services Supervisor

2 weeks ago

Jackson, Wyoming, United States The Yarrow Group Full time
Job Overview

ABOUT THE YARROW GROUP

The Yarrow Group is a distinctive collection of hotels dedicated to delivering exceptional hospitalityTM. We view each day as a chance to enhance the experiences of our employees, guests, and the communities we serve. Our vision, mission, values, and commitments guide every decision we make and every individual we bring on board. We prioritize a collaborative environment, free from egos, where diverse individuals cultivate strong relationships based on trust and respect for our employees, guests, and stakeholders.

CORE VALUES

  • We Engage and We Listen
  • We Care and We Own
  • We Provide and We Ensure
  • We Appreciate and We have Fun

POSITION SUMMARY

As the Guest Services Supervisor, you will oversee all elements of the front desk and guest experience operations. Your responsibilities will encompass reservations, check-ins, check-outs, room upgrades, billing, and follow-up with guests. You are expected to uphold high standards in both internal and external service, embodying the Marriott Brand service culture. Leading the front desk team, you will provide support and continuous training to enhance the skills and knowledge of your staff. Your goal is to ensure that both you and your team deliver an outstanding guest experience by meeting service standards, maintaining consistent quality, exceeding expectations, and efficiently achieving departmental objectives.

KEY RESPONSIBILITIES

  1. Monitor front desk operations, including reservations, check-ins, check-outs, upgrades, billing, and guest follow-up.
  2. Manage the front desk team, including scheduling, payroll, training, performance management, and recruitment.
  3. Create and adjust weekly staffing schedules in accordance with the Employee Policy Guide.
  4. Ensure adherence to staffing and budget guidelines.
  5. Assist in the budgeting and monthly planning processes.
  6. Maintain inventory and order office supplies to meet established par levels.
  7. Ensure compliance with all Brand and service standards while effectively resolving guest complaints.
  8. Facilitate clear communication across departments.
  9. Respond promptly to internal and external inquiries via phone and email.
  10. Complete the registration process, ensuring accurate guest information and room assignments.
  11. Monitor guest accounts and room inventory.
  12. Align with the culture, values, and goals of the Marriott Brand.
  13. Maintain a professional demeanor and appearance at all times.
  14. Utilize Property Management Systems and other relevant software effectively.
  15. Greet guests warmly and provide accurate information regarding hotel services and amenities.
  16. Track communication with Bonvoy Members and VIP guests throughout their stay.
  17. Assist in developing and implementing best practices for the Front Desk team.
  18. Stay informed about local recreational, dining, and cultural offerings.
  19. Keep the workstation and lobby area clean and organized.
  20. Follow safety and emergency procedures diligently.
  21. Manage cash handling accurately.
  22. Oversee the operation and inventory of the Lobby Market retail shop.
  23. Manage lost and found operations, including inventory and guest outreach.
  24. Complete additional tasks as assigned.

QUALIFICATIONS

  • Minimum of 5 years of progressive leadership experience in Front Desk or Guest Services.
  • Strong background in customer service.
  • Excellent verbal and written communication skills.
  • Proven ability to resolve guest issues effectively.
  • Understanding of daily hotel operations.
  • Proficiency in English is required.
  • Flexible availability during peak business periods, including weekends and holidays.
  • Basic math skills are necessary.
  • Ability to manage diverse customer interactions with patience and diplomacy.

PHYSICAL DEMANDS & WORK ENVIRONMENT

This role requires standing, bending, and lifting weights up to 75 lbs. The hospitality industry operates 24/7, and a hospitable service atmosphere must be maintained at all times.

BENEFITS

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Short Term & Long Term Disability
  • Training & Development Opportunities
  • Wellness Resources

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