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Guest Services Team Leader

2 months ago

Battle Creek, Michigan, United States Hampton Battle Creek Full time

Job Overview:

The Guest Services Team Leader plays a pivotal role in supporting the Front Desk Manager and/or General Manager by delivering attentive, courteous, and efficient service to all guests throughout their stay. This position is also crucial in optimizing room revenue and occupancy rates.

Qualifications:

  • Minimum of 2 to 3 years of progressive experience in hospitality or a related sector is essential. A High School diploma or equivalent is required.
  • Completion of college coursework in a relevant field is advantageous.
  • Prior supervisory experience is preferred.
  • A valid driver's license for the applicable state is mandatory.
  • Ability to communicate information and ideas clearly is essential.
  • Quick and accurate evaluation and selection among alternative courses of action are required.
  • Ability to perform well in high-pressure situations, including effectively managing guest objections and disputes.
  • Proactive approach to job performance, anticipating needs before they arise.
  • Maintain composure and objectivity under pressure.
  • Effective problem-solving skills in the workplace, including anticipating, preventing, identifying, and resolving issues as necessary.
  • Ability to assimilate complex information from various sources and adjust accordingly to meet specific needs.
  • Strong listening skills to understand and clarify concerns raised by guests and co-workers.
  • Basic understanding of financial information and data, along with basic arithmetic skills.

Key Responsibilities:

  • Engage with guests and team members in a friendly, service-oriented manner.
  • Maintain regular attendance in accordance with company standards, which may vary based on hotel needs.
  • Uphold high standards of personal appearance and grooming, including wearing the designated uniform and name tag.
  • Adhere to company standards and regulations to promote safe and efficient hotel operations.
  • Foster a warm and welcoming atmosphere at all times.
  • Set the benchmark for guest relations at the front desk.
  • Gather all necessary information when processing room reservations.
  • Monitor V.I.P. and special guest requests diligently.
  • Review the Front Office log and Trace File on a daily basis.
  • Comprehend and execute all relevant functions of the front desk computer system.
  • Ensure timely and professional logging and delivery of messages, packages, and mail.
  • Stay informed about current rates, packages, and promotions.
  • Be knowledgeable about all in-house groups.
  • Be aware of all closed-out and restricted dates.
  • Follow and enforce all hotel credit policies.
  • Perform all duties of a Front Desk Agent as needed.
  • Complete and ensure accurate filing of the bucket check, room rate verification report, and housekeeping report.
  • Maintain proper operation of the P.B.X. console, ensuring compliance with company standards.
  • Establish and maintain effective communication and teamwork with fellow associates and other departments.
  • Assist the General Services Manager in ensuring adherence to company standards by associates.
  • Be knowledgeable about and assist in all emergency procedures as required.
  • Oversee and ensure that all guests are checked in and out in a friendly, efficient, and courteous manner.
  • Complete all tasks and duties on the shift checklist promptly and efficiently.
  • Ensure that associates are consistently attentive, friendly, helpful, and courteous to all guests and team members.
  • Maximize room revenue through effective Rooms Merchandising.
  • Respond to all guest inquiries in a timely and professional manner.
  • Participate in departmental meeting planning and execution.
  • Help maintain productivity levels at or above budgeted standards.
  • Perform any other duties as assigned by management.
  • Assist in the training of new hires and current associates regularly.
  • Attend meetings as required by management.

Company Overview:

Hampton Inn Battle Creek is part of a leading global hotel management company, recognized for its extensive portfolio of hotels across various locations. Our team is dedicated to providing exceptional service and achieving outstanding results, fostering a culture where every associate is inspired to excel.

Benefits:

Upon completion of an initial waiting period, full-time associates are eligible for a competitive benefits package, which includes:

  • Daily Pay options available.
  • Medical, Dental, and Vision Coverage.
  • Short-Term and Long-Term Disability Income.
  • Term Life and AD&D Insurance.
  • Paid Time Off.
  • Employee Assistance Program.
  • 401k Retirement Plan.