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Guest Services Supervisor

2 months ago

Santa Rosa California, United States Sandman Hotel Full time

About Sandman Hotel:
At Sandman Hotel, we prioritize our people.

As an organization that values its team members, we are committed to fostering a supportive and inclusive workplace that promotes diversity, growth, and overall wellbeing.

Our dedication to a People First culture is evident in our employee development initiatives, benefits, and our focus on building meaningful relationships.

We offer a comprehensive range of employment benefits, including health insurance, retirement plans, and paid time off, along with unique perks such as wellness programs and discounts.

Additionally, we are committed to providing ongoing training and development opportunities to help our team members enhance their skills and advance their careers.

Whether you are new to the hospitality sector or a seasoned expert, Sandman Hotel provides a collaborative work environment that encourages personal and professional growth.

Join us and discover the advantages of working for a company that values its employees and is dedicated to delivering exceptional guest experiences.



Position Overview:


We are in search of an enthusiastic individual who is inspiring, dedicated, and enjoyable to work with. You will lead our Guest Services Team to ensure the smooth and efficient movement of guests in and out of the hotel, while delivering outstanding service throughout their stay.

The Guest Services Supervisor will oversee the daily operations of the front office team.

This role will ensure that guest service standards are consistently applied and that all hotel policies and procedures are adhered to.


Key Responsibilities:
1. Ensure high levels of guest satisfaction by addressing inquiries, complaints, and requests in a timely and professional manner.

2. Supervise check-in and check-out processes to guarantee a seamless experience.

3. Promote a positive and collaborative work atmosphere.
4. Manage VIP guests, ensuring they receive personalized service.

5. Recruit, train, and oversee front office staff, including receptionists and night auditors.

6. Conduct performance reviews and provide constructive feedback to team members.

7. Schedule staff shifts and manage payroll effectively.

8. Maintain accurate records of reservations, guest accounts, and billing information.

9. Collaborate with other departments (housekeeping, maintenance, food and beverage) to ensure guest satisfaction and operational efficiency.

10. Implement and uphold standard operating procedures for the front desk.

11. Monitor front desk operations to ensure compliance with hotel policies.

12. Ensure proper handling of cash and credit card transactions.

13. Prepare financial reports related to front desk activities.

14. Oversee front office budgets and expenses.

15. Ensure staff are trained in hotel management systems.

16. Troubleshoot issues with front office systems and coordinate with IT support as necessary.

17. Maintain a clean and organized front desk area, adhering to health and safety standards.

18. Implement and enforce safety and security protocols for guests and staff.

19. Assist in promoting hotel services and amenities to guests.

20. Collaborate with the sales and marketing team to develop promotional strategies.

Qualifications:
1. Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.

2. Proven experience in a supervisory or managerial role within the hospitality sector.

3. Excellent customer service and communication skills.

4. Strong leadership and team management capabilities.

5. Proficient in hotel management software and Microsoft Office Suite.

6. Ability to work flexible hours, including nights, weekends, and holidays.

7. Strong problem-solving skills and the ability to handle stressful situations calmly and effectively.