Guest Service Supervisor

7 days ago


Grand Prairie, Texas, United States Residence Inn Dallas Grand Prairie Full time
Job Title: Guest Service Supervisor

As a Guest Service Supervisor at Residence Inn Dallas Grand Prairie, you will be responsible for leading the guest service team and ensuring that quality standards are met. This role involves supervising team members, training, and mentoring to provide optimum service to our guests.

Key Responsibilities:
  • Assign duties to front office staff and observe performance to ensure adherence to hotel policies and procedures.
  • Assist with guest service team member training, including safety training.
  • Maintain accurate records, including cash flow sheets, registration cards, direct bills, credit cards, and sensitive documents.
  • Complete daily managers' reports, summarizing arrivals, departures, guest issues, and guest satisfaction scores.
  • Take on projects assigned by the Front Office Manager and complete them by due date.
  • Receive, assist, and resolve guest complaints and team member issues.
  • Provide input to the Front Office Manager on staff meeting topics and assist with leading meetings.
  • Assist with human resources functions, engaging and motivating team members, and focusing on team member development and retention.
  • Observe guest service team members and provide mentoring, coaching, and regular feedback to manage conflict, improve performance, and recognize exceptional performance.
  • Assist with onboarding, culture training, and ongoing development of each department team member, focusing on team member satisfaction, productivity, and guest satisfaction.
  • Perform functions of the Front Office Manager in their absence.
Qualifications:
  • Previous guest service experience required.
  • Previous supervisory experience preferred.
  • Strong customer service skills and ability to manage difficult guest and team member situations.
  • Strong ability to develop, monitor, and train revenue opportunities.
  • Strong ability to manage, train, and motivate a diverse team.
  • Above-average ability to initiate and facilitate renovations and repairs.
  • Strong oral and written communication skills. Knowledge of Opera, Microsoft Office, Word, and Excel a plus.
  • Strong critical thinking ability; ability to make decisions with general policies and procedures available for guidance.
Benefits:
  • PTO with immediate accrual.
  • Access to 50% of wages prior to payday.
  • Discount program for car rentals, travel, entertainment, etc.
  • Hotel Discounts Worldwide.
  • Health Insurance.
  • Dental Insurance.
  • Vision Insurance.
  • Basic Life/AD&D and Supplemental Life Insurance.
  • Voluntary Options - Critical Illness/Accident/Hospital Indemnity/Short Term Disability/Legal.
  • Employer Sponsored Long-Term Disability Coverage.
  • 401(k) with immediate match.
  • Double Time for Holidays Worked.
  • Health Savings Account.
  • Employee Assistance Program (EAP).
  • Dependent Care FSA.


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