Guest Services Supervisor

2 weeks ago

Asheville, North Carolina, United States The Foundry Hotel Asheville, Curio Collection Full time
The Foundry Hotel Asheville, Curio Collection - Your Future Awaits

Position Overview: The Guest Services Supervisor plays a pivotal role in guiding and supporting the front office team in their daily tasks and responsibilities.

What We Provide: Comprehensive Medical/Dental/Vision benefits, a generous Paid Time Off program, performance-based bonuses, daily pay options, an Employee Referral bonus program, and the chance to be part of a thriving culture that recognizes and rewards our top performers with opportunities for career advancement within the organization.

Founded with a commitment to excellence, we have evolved into a fully integrated development, management, and investment entity that develops, operates, and owns premier hotel brands as well as unique boutique accommodations. Our company maintains a family-oriented ethos that emphasizes building strong relationships with our associates, partners, and the communities we serve.

Key Responsibilities:
  • Ensure exceptional customer service is delivered consistently.
  • Maintain a warm, professional, and approachable demeanor at all times.
  • Accurately respond to inquiries from prospective guests and manage hotel reservations.
  • Effectively resolve guest issues and complaints promptly while demonstrating urgency.
  • Address telephone and in-person inquiries regarding reservations, hotel details, and guest concerns efficiently.
  • Oversee daily operations to ensure all team members comply with standard operating procedures and remain attentive to guest needs.
  • Train and direct the workflow of the front desk staff, addressing issues and providing coaching to ensure quality service.
  • Resolve customer complaints swiftly to uphold high levels of satisfaction and service quality.
  • Assign rooms based on expected arrivals, taking into account guest preferences and special requests.
  • Foster strong relationships and collaborate with other departments (housekeeping, maintenance, etc.).
  • Ensure all phone calls, wake-up calls, and guest messages are handled promptly and professionally.
  • Manage group arrivals and market segment groups, ensuring pre-registration and accurate billing.
  • Oversee cash transactions at the front desk and maintain accountability for the front office bank.
  • Participate in developing yield management strategies, marketing initiatives, and pricing.
  • Ensure the Alice log (system) is consistently updated and acted upon.
  • Maintain safety by adhering to guest check-in and security protocols, reporting any suspicious activities.
  • Assist all departments in serving guests, particularly during peak periods.
  • Assume responsibilities in the absence of the Front Office Manager or Assistant Front Office Manager.
  • Contribute to occupancy forecasting and marketplace reporting.
  • Ensure accurate reflection of time and attendance policies.
Qualifications:
  • Experience as a Front Desk Agent, customer service representative, or similar guest-facing role with supervisory experience.
  • Proficient in Microsoft Office Excel or similar software applications.
  • Prior supervisory experience is preferred.
  • Familiarity with OnQ or property-specific PMS systems such as Efficenter, Quore, Alice, PBX, and other hotel-related systems is advantageous.
  • Must possess a valid driver's license and reliable transportation for off-property tasks as needed.
  • Fluency in English is required.
  • Excellent written and verbal communication skills are essential.
  • Basic mathematical skills, including percentages and variances.
  • Strong problem-solving, reasoning, supervisory, and motivational abilities.
  • Capability to multitask and engage with individuals under pressure.
The Foundry Hotel Asheville is proud to be an Equal Opportunity Employer

We are committed to fostering diversity and inclusion in the workplace. Discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws are strictly prohibited.

This description summarizes primary responsibilities and qualifications. It is not intended to encompass all duties or qualifications that may be required now or in the future. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Pre-employment background checks are required.

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