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Guest Services Supervisor

2 months ago

New York, New York, United States HYATT Hotels Full time
Overview:
At Hyatt, we prioritize the selection of our guests, who choose us for our dedicated and attentive staff committed to delivering genuine hospitality and memorable experiences. Hyatt is a venue where high standards are not merely met but surpassed, offering remarkable rewards and opportunities for talent to thrive in the hospitality sector.

The Guest Services Supervisor is accountable for overseeing the operations of Front Services, Guest Services, and Concierge in a welcoming, efficient, and courteous manner, ensuring that all guests receive exceptional service throughout their stay while optimizing room revenue and occupancy rates.

Key Responsibilities
  • Address all guest inquiries, issues, complaints, and incidents presented at the Front Desk or through various communication channels, ensuring a prompt, courteous, and efficient resolution. Follow up to guarantee guest satisfaction.
  • Inspire, coach, guide, and manage all Guest Services staff in accordance with Hyatt's Standard Operating Procedures.
  • Conduct interviews for Guest Services positions and adhere to hiring protocols as per Hyatt's guidelines.
  • Foster employee morale and ensure comprehensive training for Guest Services personnel.
  • Enhance room revenue and occupancy by analyzing daily performance metrics. Review rate variances, monitor credit reports, and maintain vigilant oversight of daily occupancy levels.
  • Review Guest Service staff hours for payroll processing and submit to Human Resources punctually.
  • Create employee schedules based on business forecasts, payroll budgets, and productivity needs.
  • Ensure maximization of no-show revenue through accurate billing practices.
  • Uphold Hyatt's Standard Operating Procedures regarding Purchase Orders, invoice processing, and financial management.
  • Maintain a professional rapport and encourage open communication with management, staff, and other departments.
  • Collaborate closely with the Accounting department on follow-up matters, such as returned checks and credit card discrepancies.
  • Manage all functionalities of the Front Office computer system, including software maintenance, report generation, and basic programming tasks.
  • Ensure staff warmly greet and welcome all guests approaching the Front Desk in line with Hyatt's service standards.
  • Implement all Hyatt policies and house regulations. Understand key hospitality terminology.
  • Ensure compliance with all Service Standards by Position for Guest Services personnel.
  • Assist in the preparation of revenue and occupancy forecasts.
  • Guarantee timely and professional logging and delivery of all messages, packages, and mail.
  • Maintain constant communication with Housekeeping, Reservations, Engineering, Revenue, and Accounting departments.
  • Coordinate all facets of the ongoing implementation of Hyatt's service philosophy.
  • Ensure accurate cash handling procedures at the Front Desk.
  • Adhere to and enforce all Hyatt credit policies.
  • Ensure that employees consistently exhibit attentiveness, friendliness, helpfulness, and courtesy towards all guests, managers, and fellow employees.
  • Manage and monitor the 'Lost and Found' procedures in accordance with Hyatt standards.
  • Establish and maintain a key control system.
  • Ensure departmental participation in monthly team meetings.
  • Focus the Guest Services Department on their contributions to guest satisfaction and audit scores.
  • Monitor all VIP guests, special requests, and preferences.
  • Maintain required inventory levels of all front office and stationery supplies.
  • Review daily Front Office work and activity reports generated by Night Audit.
  • Review the Front Office logbook and Guest Request log on a daily basis.