Guest Services Supervisor
2 weeks ago
Embassy Suites Winston Salem is a dynamic hospitality management organization dedicated to delivering exceptional experiences for our team members, guests, stakeholders, and the communities we serve. Our core value is centered around the well-being of individuals, ensuring they can perform at their best.
Position Overview
The Guest Services Supervisor plays a crucial role in overseeing the front desk team, ensuring the seamless execution of essential tasks vital for a successful front office operation.
Key Responsibilities:
- Address all guest inquiries, issues, complaints, and incidents presented at the front desk or through various communication channels, in a courteous, attentive, and efficient manner. Follow up to guarantee guest satisfaction.
- Participate in daily and monthly departmental meetings.
- Engage in the required Manager on Duty (M.O.D.) program as scheduled.
- Perform duties at the front desk, concierge, and bell desk as necessary.
- Foster a professional working relationship and maintain open communication with management, team members, and other departments.
- Collaborate closely with the accounting department on follow-up items, such as returned checks and credit card discrepancies.
- Ensure staff members warmly greet and welcome all guests approaching the front desk in accordance with company standards.
- Implement all company policies and house rules effectively. Comprehend hospitality terminology.
- Assist in preparing revenue and occupancy forecasts.
- Ensure accurate cash handling at the front desk.
- Promote a culture where team members are consistently attentive, friendly, helpful, and courteous to all guests, management, and fellow associates.
- Guide the Guest Services Department in enhancing guest service and audit scores.
- Monitor all VIPs, special guests, and specific requests.
- Review daily guest services reports and activities generated by the Night Audit team.
- Be knowledgeable about all Brand Rewards programs and promotions.
- High school diploma, GED, or equivalent experience.
- A minimum of 3 years in guest services is required, with at least one year in a supervisory capacity.
- Exceptional management, organizational, communication, and leadership abilities.
- Highly organized and detail-oriented.
- Must adhere to company appearance standards and comply with the designated uniform.
- Availability to work any shift, including weekends, holidays, and special events as needed.
- Must possess employment eligibility in the U.S.
- Basic office skills, proficiency with personal computers, Microsoft Office, and general office equipment.
- Regularly required to sit, stand, walk, bend, and use hands to handle objects, tools, or controls.
- Must be able to lift up to 50 lbs. and maintain a standing position for most shifts.
- A valid driver's license from the applicable state is required.
- Weekend availability is essential.
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