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Guest Services Supervisor

2 months ago

Orlando, Florida, United States TownePlace Suites Orlando Theme ParksLake Buena Vista Full time

Position Overview:

Role: Guest Services Supervisor

Manage front desk activities in alignment with established guest service, quality, and sustainability benchmarks.

Career Advancement Opportunities

Assistant Front Office Manager, Front Office Manager, Assistant General Manager

Key Responsibilities

  • Recruit, train, schedule, mentor, and assist team members, ensuring adherence to established brand or hotel standards and alignment with core values.
  • Address guest complaints and concerns through comprehensive investigation and identification of effective resolutions.
  • Monitor guest satisfaction metrics and strive to enhance departmental and overall guest experiences.
  • Engage in lobby ambassador initiatives and other guest interaction activities to foster relationships that encourage repeat visits.
  • Oversee front office functions during the absence of the Front Office Manager or Assistant General Manager.
  • Conduct bookkeeping tasks, including account balancing and audits.
  • Handle reservations and confirmations.
  • Promote Hersha Hospitality and brand-specific marketing initiatives.
  • Welcome guests upon arrival; check-in and assign them to their accommodations.
  • Provide guests with welcome packets that include room keys, certificates, coupons, and refreshment center keys as necessary.
  • Calculate bills, process payments, manage cash transactions, and provide change to guests.
  • Finalize guest accounts during check-out; in cases of dissatisfaction, negotiate compromises, which may involve authorizing revenue adjustments.
  • Develop specific, measurable, achievable, realistic, and timely action plans to address guest service issues.
  • Ensure the hotel entrance, reception area, and other public spaces are maintained to high standards of cleanliness and appearance.
  • Adhere to sustainability practices in line with HHM's EarthView program.
  • Follow safe work practices, utilize protective safety equipment, and comply with MSDS and OSHA regulations.
  • Perform additional duties as assigned by management.

Qualifications and Skills

  • Preferred: Associate's or Bachelor's degree.
  • 1 to 3 years of relevant experience.

Work Environment

  • Work schedule may vary, including shifts on holidays and weekends.
  • Physical requirements include standing for extended periods, walking, lifting up to 25 pounds, bending, reaching, and other physical activities.

Core Values

People Are Our Capability, Hearts That Serve Only Excellence, Stay Nimble - Own It

About Us:

Experience uninterrupted living at TownePlace Suites Orlando Theme Parks/Lake Buena Vista, conveniently located near popular attractions. Our hotel is a preferred choice for extended stays in the area.

HHM Hotels is committed to being an equal-opportunity employer, ensuring a workplace free from discrimination based on race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other legally protected category.