Guest Services Supervisor

1 week ago

Saint Albans, Vermont, United States Coral Hospitality Full time

Overview:

Reporting directly to the Front Office Manager, this role is essential in ensuring the smooth operation of the Front Desk, Night Audit, and Guest Services. The primary focus is to deliver exceptional hospitality and service to all guests.

Aims to achieve optimal occupancy rates while managing labor costs and other expenditures.

Requirements:
To excel in this position, candidates must demonstrate the ability to perform essential tasks effectively. The qualifications outlined below represent the necessary knowledge, skills, and abilities required. Reasonable accommodations may be provided to enable individuals with disabilities to fulfill essential functions.

Key Responsibilities:
Establish and uphold appropriate credit protocols to minimize bad debts and refunds.
Ensure adequate staffing across all relevant areas.
Maintain inventory of equipment and supplies.
Assist in identifying and training shift personnel to address minor technical issues.
Coordinate with sales and reservations to confirm accurate guest room rates.
Guarantee that each guest receives prompt and courteous service.
Maintain communication with Housekeeping throughout the day regarding room availability for check-in.
Participate in pre-conference meetings as required.
Oversee group room allocations, billing for VIPs, and special requests.
Monitor special corporate accounts for performance and value.
Ensure compliance with all accounting policies and procedures.
Address guest concerns with professionalism, empathy, and sincerity.
Support pre-registration and reservation blocking as needed.
Assist in the training of new team members.
Collaborate with staff to balance accounts at the end of shifts and ensure completion of shift checklists.
Delegate tasks and review work for accuracy, neatness, and adherence to policies.
Develop work procedures, prepare schedules, and facilitate workflow.

Competencies:
To succeed in this role, candidates should exhibit the following competencies:
Customer Service – Adhere to Coral Hospitality's service standards.

Effectively manage challenging customer interactions; respond promptly to customer needs; seek customer feedback to enhance service; fulfill service requests; honor commitments.

Interpersonal Skills – Maintain confidentiality; manage emotions effectively.
Teamwork – Provide and welcome constructive feedback; contribute to a positive team environment; support the success of all team members.
Ethics – Treat individuals with respect.
Professionalism – Maintain composure under pressure; show respect to others; follow through on commitments.
Quality – Monitor personal work to ensure high standards.
Safety – Adhere to safety and security protocols.
Planning/Organizing - Utilize time efficiently; plan for additional resources; organize tasks for oneself and others.
Adaptability – Capable of handling frequent changes, delays, or unexpected events.
Attendance/Punctuality - Consistently present and punctual.
Dependability - Honor commitments; be willing to work extended hours when necessary to achieve objectives.

Supervisory Duties:
Oversees a team of 10 to 15 employees. Responsible for supervisory functions in accordance with organizational policies and applicable regulations.

Responsibilities include recruiting, hiring, and training staff; planning, assigning, and directing work; evaluating performance; recognizing and addressing employee issues; resolving complaints.


Education and Experience:

Completion of a fifth-year college or university program certificate; or two to four years of relevant experience and/or training; or an equivalent combination of education and experience.


Technical Skills:
Proficient in PMS, Opera, Synaxis, GDS, CRS, and Microsoft Office.

Language Proficiency:
Ability to read, analyze, and interpret general business documents.

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