Guest Services Supervisor

2 weeks ago

Deerfield Beach, Florida, United States Blue Sky Hospitality Solutions Full time



POSITION OVERVIEW:


The Guest Services Supervisor plays a crucial role in supporting the Front Office Manager in overseeing the Front Office functions to ensure exceptional guest experiences, high-quality service, and adherence to corporate and franchise standards while achieving financial objectives.

This role is essential in ensuring that guest arrivals, departures, and all interactions are executed in a prompt and welcoming manner.

CANDIDATE QUALIFICATIONS:

Experience:

  • A high school diploma or equivalent is required; a college degree is preferred.
  • At least 2 years of prior experience in hotel Front Desk operations is required, with supervisory experience being advantageous.
  • Experience with Hilton brands is preferred, and familiarity with Hilton OnQ is a plus.

KEY RESPONSIBILITIES:

  • Oversee Front Desk operations during assigned shifts to maintain high standards and ensure memorable experiences for guests.
  • Welcome guests warmly and sincerely upon arrival. Utilize a positive and clear speaking voice, actively listen to requests, respond appropriately, and provide accurate information regarding hotel services and local attractions.
  • Support staff in all front desk duties, including assisting with PBX operations.
  • Conduct daily briefings, communicate effectively with all team members, and share necessary information to enhance guest service in line with brand standards.
  • Maintain comprehensive knowledge of all hotel features and services, operational hours, room types, layouts, decor, and current promotions.
  • Manage workflow, room status, and group activities while effectively communicating updates with other departments to enhance the guest experience.
  • Address discrepancies in room status reports in collaboration with Housekeeping.
  • Handle guest requests, inquiries, and complaints promptly and thoroughly. Ensure timely follow-up to maintain high levels of guest satisfaction and service quality. In cases of dissatisfaction, negotiate solutions according to established guidelines.
  • Anticipate sold-out situations and arrange satisfactory alternative accommodations when necessary.
  • Assist management in training and motivating team members to improve efficiency and productivity; serve as a role model for the Front Office team.
  • Help maintain a safe working environment within Front Office operations. Report accidents, injuries, and unsafe conditions as per hotel procedures; complete safety training and certifications.
  • Uphold confidentiality of all guest and hotel information.
  • Adhere to hotel safety policies and procedures, utilizing safety equipment as required to ensure team member safety during shifts. Report all accidents and injuries promptly.
  • Ensure a safe work environment by following all safety and security protocols. Keep work areas clean and free of hazards that could impede job performance.
  • Perform any other job-related duties as assigned.

Additional Requirements:

  • Ability to access and accurately input information using a moderately complex computer system.
  • Capable of handling cash and credit transactions.
  • General knowledge of local attractions and transportation options.
  • Ensure efficient guest registration, checkout, and telephone service while applying all brand standards.
  • Monitor and maintain front office systems and equipment for optimal performance.
  • Effectively manage interactions with internal and external customers with tact and diplomacy to resolve conflicts.
  • Assist Front Office Manager in ensuring compliance with all Front Office Quality Standards.
  • Ability to recognize and respond to emergency situations.
  • Ability to establish and maintain effective working relationships with colleagues and guests.
  • Proficiency in the English language, both written and verbal.
  • Strong multitasking abilities, prioritization skills, and excellent customer service.
  • Regular attendance is essential for successful performance in this role.
  • Compliance with attendance policies and availability for flexible scheduling, including weekdays, evenings, weekends, and holidays.
  • Maintain high standards of personal appearance and grooming, including proper uniform and nametag.


Physical Requirements:

  • Some lifting may be necessary. This position may require spending 75% or more of the time on your feet.


Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to meet the business needs of the hotel. Attendance at all scheduled training sessions and meetings is mandatory.


This job description is not an exhaustive list of all functions that an employee in this position may be asked to perform occasionally.


Blue Sky Hospitality Solutions is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.


I have read the above and understand and accept the job responsibilities and requirements associated with this position.

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