Guest Services Supervisor

1 week ago

Foxboro, United States Colwen Hotels Full time
Position Overview:
Colwen Hotels is excited to announce an opportunity for a dedicated and personable Guest Services Supervisor to join our dynamic team. In this pivotal role, you will oversee the front desk and night audit teams, ensuring a focus on both guest satisfaction and associate engagement.

About Us:
Colwen Hotels is a renowned hospitality group built on the principles of hard work, integrity, and authenticity. We encourage innovative ideas and empower our team members to implement forward-thinking concepts that enhance guest experiences. With a portfolio of 40 hotels across 10 states, we are committed to maintaining a fresh and progressive approach in the industry. Our growth trajectory offers exciting career advancement opportunities for our associates.

Key Responsibilities:
  • Oversee daily operations of the front office to ensure compliance with Colwen Hotels and brand standards, consistently exceeding guest expectations.
  • Lead the recruitment, interviewing, and hiring processes for front office personnel.
  • Establish departmental goals and objectives to effectively prioritize and organize tasks.
  • Promote ongoing associate engagement and recognition initiatives.
  • Foster collaborative relationships with team members, ensuring a respectful and dignified work environment.
  • Manage inventory and ordering of front office supplies and uniforms.
  • Supervise staffing levels to meet guest service, operational, and financial goals.
  • Monitor and evaluate associate performance, providing coaching and development plans to enhance skills.
  • Understand and manage budgets, operating statements, and payroll reports while maintaining financial accountability.
  • Ensure adherence to cash handling policies and analyze variances to maintain oversight of daily operations.
  • Demonstrate a thorough understanding of brand-specific service culture, ensuring exceptional service delivery.
  • Welcome VIP guests and coordinate special requests as needed.
  • Review daily front office reports generated by Night Audit, addressing any issues promptly.
  • Proactively resolve guest concerns, setting a positive example for the team.
  • Guide the front office team in managing occupancy, rates, and expenses effectively.
  • Identify service trends and develop creative solutions to enhance guest satisfaction.
  • Balance cost control measures with outstanding customer service and associate satisfaction.
  • Ensure compliance with company policies and federal/state labor laws.
  • Perform additional duties as assigned to meet business needs.
Qualifications:
  • Preferred: Two-year college degree or equivalent experience in hospitality.
  • Minimum of one year of supervisory experience in a front desk environment.
  • Exceptional verbal and written communication skills.
  • Ability to multitask and perform under pressure.
  • Strong interpersonal and customer service abilities.
  • Proven leadership and supervisory skills.
  • Familiarity with common software applications.
  • Willingness to work flexible hours, including nights, weekends, and holidays.
Benefits & Perks:
  • Comprehensive Medical Insurance with Company-Funded HRA.
  • Dental and Vision Insurance.
  • Flexible Spending Accounts.
  • Diverse Supplemental Insurance Options.
  • Paid Time Off Programs.
  • Employee Assistance Program.
  • 401K Plan with Employer Match.
  • Hotel Discount Travel Program for Associates and Family.
  • Exclusive Discounts on Travel, Entertainment, and Retail.
  • Training and Development Opportunities.
  • Career Advancement Prospects.
Colwen Hotels is proud to be an equal opportunity employer. EEO M/F/D/V

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