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Guest Services Supervisor

2 months ago

San Antonio, Texas, United States Shelby American Inc Full time

Overview: The Guest Services Supervisor plays a pivotal role in overseeing the Front Desk and Night Audit teams, ensuring that operations are conducted in a friendly, efficient, and professional manner. This position is dedicated to delivering exceptional service to all guests throughout their stay while optimizing room revenue and occupancy rates.

Qualifications:

  • Minimum of 5 years of progressive experience in hospitality or a related sector; or a 2-year college degree with 3 or more years of relevant experience; or a 4-year college degree with at least 1 year of related experience.
  • Previous supervisory experience is essential.
  • Exceptional customer service skills are a must.
  • Proficiency in Windows and Microsoft Office applications is required.
  • Ability to work extended hours as needed.
  • Maintain a warm and welcoming demeanor consistently.
  • Strong verbal and written communication skills are necessary for effective interaction with associates and guests.
  • Capable of actively listening to and addressing concerns raised by guests and team members.
  • Ability to multitask and prioritize departmental responsibilities to meet deadlines.
  • Engage with guests and associates in a courteous and service-oriented manner.
  • Attendance at all mandatory meetings and training sessions is required.
  • Participate in Manager on Duty (M.O.D.) coverage as necessary.
  • Adhere to personal grooming standards, including wearing nametags.
  • Comply with company standards and regulations to promote safe and efficient hotel operations.
  • Focus on productivity, identify challenges, and assist in implementing solutions.
  • Handle issues proactively, including anticipating, preventing, identifying, and resolving problems as they arise.
  • Maintain confidentiality of sensitive information.
  • Perform additional duties as assigned by management.

Key Responsibilities:

  • Address all guest inquiries, concerns, and complaints presented at the Front Desk or through various communication channels in a courteous and efficient manner, ensuring follow-up for guest satisfaction.
  • Inspire, mentor, and manage all Front Desk personnel in accordance with operational procedures.
  • Assist in the recruitment process for Front Desk staff, following established hiring protocols.
  • Foster team morale and ensure comprehensive training for all personnel.
  • Maximize room revenue and occupancy by conducting daily status reviews, analyzing rate variances, and monitoring credit reports.
  • Review worked hours of Front Desk staff for payroll purposes and submit to Finance promptly.
  • Assist in creating staff schedules based on business forecasts and productivity requirements.
  • Ensure accurate billing to maximize no-show revenue.
  • Maintain a professional rapport and promote open communication with all departments.
  • Collaborate closely with Accounting on follow-up items, such as returned checks and credit card discrepancies.
  • Oversee all aspects of the Front Desk computer system, including software maintenance and report generation.
  • Ensure staff greet and welcome all guests in accordance with company standards.
  • Implement all company policies and procedures effectively.
  • Ensure compliance with service standards for Front Desk staff.
  • Assist in preparing revenue and occupancy forecasts.
  • Ensure timely logging and delivery of messages, packages, and mail.
  • Maintain constant communication with Housekeeping, Sales & Marketing, and Property Operations.
  • Coordinate the ongoing implementation of the company's service philosophy.
  • Ensure accurate cash handling at the Front Desk.
  • Enforce all company credit policies.
  • Ensure that associates consistently exhibit attentiveness, friendliness, and helpfulness towards guests and fellow associates.
  • Establish and maintain a key control system.
  • Encourage participation in monthly team meetings within the department.
  • Focus the Front Desk Department on enhancing guest service and audit scores.
  • Monitor all VIP guests and special requests.
  • Maintain required inventory levels of front desk and stationary supplies.
  • Review daily Front Desk work and activity reports generated by Night Audit.
  • Review the Front Desk logbook and Guest Request log daily.