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Guest Services Supervisor

2 months ago

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

About The Yarrow Group

The Yarrow Group represents a unique collection of hotels that prioritize exceptional hospitalityTM. Our daily mission is to enhance the experiences of our employees, guests, and the communities we serve. Our core values guide every decision we make and every individual we welcome into our team.

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 front desk operations, including managing reservations, check-ins, check-outs, upgrades, billing, and guest interactions. You are expected to uphold high standards of service and embody the Mountain Modern Motel service ethos. Your role includes mentoring the front desk team, sharing your knowledge, and motivating them to achieve peak performance.

Key Responsibilities:

  • Oversee front desk operations, ensuring smooth handling of reservations, check-ins, check-outs, and guest inquiries.
  • Monitor guest accounts and room availability.
  • Address and resolve guest concerns and complaints promptly to maintain high satisfaction levels.
  • Communicate important shift information to team members and supervisors effectively.
  • Collaborate with departments such as housekeeping and maintenance to fulfill guest requests.
  • Lead and support front desk staff to ensure efficient operations and positive guest feedback.
  • Supervise daily processes to ensure compliance with standard operating procedures.
  • Assist in training and evaluating front desk personnel.
  • Ensure adherence to service standards and quality assurance.
  • Facilitate clear communication across departments.
  • Stay informed about local attractions, dining, and recreational activities.
  • Align with the values and goals of the Marriott Brand.
  • Maintain a professional demeanor and appearance at all times.
  • Utilize Property Management Systems and other relevant software proficiently.
  • Support the operation and inventory management of the hotel retail shop.
  • Contribute to the development and implementation of best practices for the front desk team.
  • Complete additional tasks as required.

Qualifications:

  • Minimum of two years of experience in front desk operations.
  • Strong supervisory background.
  • Excellent verbal and written communication skills.
  • Proven ability to resolve guest issues effectively.
  • Understanding of daily hotel operations and systems.
  • Fluency in English is required; bilingual in Spanish is preferred.
  • Availability for flexible scheduling during peak business periods.

Benefits:

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