Guest Services Supervisor

2 weeks ago


Lincoln, Nebraska, United States AccorHotels Full time

Guest Services Supervisor Region:

MEA SPAC

Company Overview:


AccorHotels is a prominent hospitality group, renowned for its commitment to excellence and guest satisfaction. Our establishment is a 4.5-star hotel featuring 85 elegantly designed modern rooms and suites, providing a welcoming atmosphere for all guests.

We take pride in our local ownership and management, reflecting our dedication to the community.

Role Overview:


As a pivotal member of our team, reporting directly to the Front Office Manager, this position is primarily focused on evening shifts across a 7-day work schedule, with occasional morning shifts on weekends, ensuring a minimum of 35 hours of service each week.

In this hands-on role, you will exemplify leadership and maintain a prominent presence at the front desk and lobby during peak hours.

We seek an individual who is dedicated to guest satisfaction and performance, emphasizing personalized service to foster genuine connections with our clientele.

Your responsibilities will include ensuring adherence to established procedures and contributing to the ongoing training and development of the team to uphold high standards.

This position is ideal for someone eager to learn and committed to achieving excellence within the team. Your ability to connect with guests is exceptional, and you possess a proven track record of outstanding customer service.
Key Responsibilities:
  • Upholding procedures to guarantee superior customer service and satisfaction
  • Overseeing the seamless operation of Front Office and Night Audit functions
  • Collaborating with the Front Office Manager on roster planning
  • Managing incoming calls to the hotel and responding appropriately
  • Supervising guest arrivals and departures, including check-in and check-out processes
  • Effectively addressing and resolving guest complaints
  • Promoting additional products and services to enhance guest satisfaction
  • Assisting with reservations and other duties in the absence of the Reservations Duty Manager
  • Providing on-the-job training for new Front Office team members
  • Conducting training for current Guest Service and Reservations Agents
  • Promoting the Accor Live Limitless program, from recruitment to recognition
  • Ensuring accurate billing and cash management procedures
  • Maintaining the health and safety of guests and team members
  • Collaborating closely with the General Manager, Food and Beverage team, Sales & Marketing team, Kitchen team, Reservations, and Housekeeping team.

Qualifications:
While we prioritize talent and attitude, the ideal candidate will also possess:
  • A Level 7 – Bachelor of Applied Hospitality and Tourism Management or a related field
  • A minimum of 12 months of supervisory experience in Front Office operations, preferably within a four-star environment
  • Experience in housekeeping and food and beverage services
  • A passion for delivering authentic and effective guest service
  • Attention to detail and accuracy
  • Excellent verbal and written communication skills
  • Impeccable personal presentation and grooming standards
  • Strong multitasking abilities
  • Leadership skills to train and develop a team
  • Experience in managing guest feedback and complaints
  • Ability to work independently with strong time management skills
  • Creative problem-solving skills
  • Proficient computer skills, with knowledge of Opera Version 5 and Opera Cloud being advantageous
  • Familiarity with Accor systems is a plus, including TARS, DataWeb, ResaWeb, and Hotel Link
  • Capability to support reservations with accuracy and flow
  • Leadership potential
  • Possession of an LCQ certificate or a current Manager's Certificate
  • First Aid and Mental Health First Aid training certification
  • A full, clean driver's license.

The successful candidate will demonstrate exceptional interpersonal skills and the ability to navigate challenging situations with quick thinking to achieve positive outcomes.

We value your contributions and offer a range of employee benefits and programs to recognize your achievements.


Additional Information:
We believe in rewarding your efforts with various exciting employee benefits and programs.

Some of the benefits include:
  • Complimentary meals during shifts
  • Uniform provision and laundering
  • Recognition for work anniversaries
  • Employee Assistance Program
  • Ongoing training and development opportunities
  • Birthday leave
  • Wellness leave


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