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Guest Services Supervisor
2 months ago
PRIMARY RESPONSIBILITIES:
Conduct interviews, hire, train, and evaluate staff performance while addressing issues and fostering open communication. Ensure that guest requests, needs, and concerns are promptly addressed to enhance satisfaction and encourage repeat visits.
Oversee the implementation of company initiatives and manage daily Front Desk operations in accordance with established procedures, aiming to maximize revenue and inspire team members to deliver exceptional service and hospitality to hotel patrons.
Supervise the Guest Service Agents to maintain high standards.Maintain composure and attentiveness, particularly during emergencies or peak periods, serving as a role model for clerks and other staff members.
Address customer challenges and complaints through thorough investigation and by identifying effective solutions. Make informed decisions based on prior experience and sound judgment, adapting strategies as necessary to handle unique situations. Approve revenue adjustments to resolve issues only after exploring all other options.ESSENTIAL SKILLS AND QUALIFICATIONS:
Experience with Hilton/OnQ systems is required.
Proficiency in English communication is essential.
A self-motivated individual with a balanced demeanor.
Professional appearance and conduct must be maintained at all times.
Strong communication skills with guests are necessary.
Willingness to assist colleagues with their responsibilities and collaborate as a team player.
Ability to effectively engage with both internal and external customers, some of whom may require a high degree of patience, tact, and diplomacy to manage conflicts and gather accurate information.
Basic mathematical proficiency and significant skill in using a calculator for moderately complex calculations without error.
Capability to accurately access and input information using a moderately complex computer system.Ability to stand, walk, and consistently perform duties behind the front desk.
Capacity to observe and identify signs of emergency situations.
Effective verbal and written communication skills to prepare detailed reports on room availability and revenue generated.
Ability to establish and maintain productive working relationships with colleagues, customers, and guests.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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