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Guest Services Supervisor

2 months ago

Deerfield Beach, Florida, United States Crescent Services Full time

POSITION SUMMARY: Oversee the daily functions of the Front Desk team to enhance revenue and profitability while ensuring exceptional guest experiences.
This role is for a LEAD FRONT DESK AGENT, requiring flexible AM and PM shift availability.

PRIMARY RESPONSIBILITIES:
Include, but are not limited to the following:

Minimum 6 months of relevant experience in a similar environment, with familiarity in systems such as FSPMS, FOSSE, and/or MARSHA. Previous experience in Night Audit is advantageous. Must be adaptable to a flexible schedule, including overnight shifts.

  • Conduct interviews, hire, train, evaluate performance, address issues, facilitate open communication, and recommend disciplinary actions when necessary.
KEY FUNCTIONS:
1. Address guests' special requests, needs, and concerns to ensure high levels of satisfaction and encourage repeat visits.

  • Implement company initiatives and manage daily Front Desk operations to adhere to established standards, maximize revenue, and inspire team members to deliver top-notch service and hospitality to hotel patrons.
  • Supervise Guest Service Agents.
  • Maintain composure and vigilance, particularly during emergencies or busy periods, serving as a role model for clerks and other staff. Resolve guest issues by thoroughly investigating situations and determining effective solutions. Make informed decisions based on experience and sound judgment, adjusting approaches as necessary for unique circumstances.
Authorize revenue adjustments to resolve issues only after exploring alternative solutions.

  • Adhere to attendance policies and maintain regular availability for work.
  • Perform any other job-related tasks as assigned.

ESSENTIAL SKILLS AND QUALIFICATIONS:
Must possess strong English communication skills.
Self-motivated with a balanced demeanor.
Maintain a professional appearance and conduct at all times.
Ability to engage effectively with guests.
Willingness to assist colleagues and work collaboratively as part of a team.

Capability to manage interactions with both internal and external customers, some of whom may require patience, tact, and diplomacy to resolve conflicts and gather accurate information.

Basic math skills and proficiency in using a calculator for moderately complex calculations without error.

Ability to access and accurately input data using a moderately complex computer system.
Ability to stand, walk, and perform tasks behind the front desk continuously. Ability to recognize and respond to signs of emergency situations.
Ability to communicate effectively in both verbal and written forms and prepare detailed reports on room availability and revenue generated.
Ability to establish and maintain productive working relationships with colleagues, customers, and guests.

PERFORMANCE EXPECTATIONS:

Guest Satisfaction:
Our guests are our priority.
Positive interactions with Crescent staff are crucial to a memorable guest experience.

It is vital to maintain professionalism at all times, treating all guests and associates with respect and courtesy, regardless of the circumstances.

Every Crescent associate serves as a guest relations ambassador, every moment of every day.

WORK ETHIC:


To foster a positive experience for both guests and associates, your work habits should consistently meet and aim to exceed hotel standards for procedures, attire, grooming, punctuality, and attendance.

Adaptability to changes in your work environment and hotel procedures is essential, along with a willingness to learn new skills and enhance existing ones. You should be capable of resolving routine issues that arise on the job and seek assistance when uncertain about tasks.


SAFETY AND SECURITY:
The safety and security of our guests and associates is paramount at Crescent.

All associates must comply with hotel security policies and procedures, particularly regarding key management, handling heavy items, using chemicals, and effectively reporting safety hazards and concerns.


NOTE:


This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. The specific examples provided are not exhaustive but represent typical elements and criteria necessary for successful job performance. Additional job-related duties may be assigned by the associate's supervisor.


This description is subject to change at the discretion of the Company and does not constitute an employment contract, implied or otherwise; each associate remains an 'at-will' employee.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities


The contractor will not discharge or discriminate against employees or applicants for inquiring about, discussing, or disclosing their own pay or the pay of another employee or applicant.

However, employees with access to compensation information as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals without access to that information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to provide information.

41 CFR c)