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Guest Services Supervisor

2 months ago

Chicago, Illinois, United States Hampton Inn Midway Full time

Job Overview:

The Front Desk Manager plays a crucial role in overseeing the Front Office operations, ensuring that all guests receive exceptional service in a warm, friendly, and efficient manner. This position is vital in enhancing guest satisfaction while optimizing room revenue and occupancy rates.

Key Qualifications:

  • A minimum of 5 years of progressive experience in hospitality or a related sector; or a 2-year college degree with 3 years of relevant experience; or a 4-year college degree with at least 1 year of related experience.
  • Proven supervisory experience is essential.
  • Proficiency in Windows operating systems, along with company-approved spreadsheets and word processing software.
  • A valid driver's license from the applicable state is required.
  • Ability to communicate information and ideas clearly and effectively.
  • Strong decision-making skills with the ability to evaluate and select among alternative courses of action swiftly and accurately.
  • Capability to thrive in high-pressure and stressful situations.
  • Maintain composure and objectivity in challenging circumstances.
  • Effectively manage workplace issues, including anticipating, preventing, identifying, and resolving problems as needed.
  • Ability to assimilate complex information from various sources and adjust accordingly to meet specific needs.
  • Strong listening skills to understand and clarify concerns raised by guests and team members.
  • Competence in handling financial information and basic arithmetic functions.

Primary Responsibilities:

  • Address all guest inquiries, issues, complaints, and incidents at the Front Desk or through Reservations in a courteous and efficient manner, ensuring follow-up for guest satisfaction.
  • Inspire, coach, counsel, and manage all Front Desk staff in accordance with company standards.
  • Ensure adherence to brand and company training protocols, utilizing effective training methods.
  • Conduct interviews for Front Desk positions and follow the hiring process as per company guidelines.
  • Perform 90-day and annual performance evaluations for Front Desk employees in line with company policies.
  • Foster employee morale and ensure comprehensive training for Front Desk personnel.
  • Maximize room revenue and occupancy by conducting daily status reviews, analyzing rate efficiency, and monitoring credit reports.
  • Participate in all required meetings, bringing necessary reports and documentation to establish selling guidelines and implement restrictions.
  • Oversee the Night Audit function and ensure accuracy in the House Charge Worksheet and Flash Report.
  • Engage in the Manager on Duty program as scheduled.
  • Support the development of assigned managers, ensuring competency sign-offs and assisting in their placement.
  • Meet all end-of-month reporting deadlines, including Central Reservations and Market Segment reports.
  • Review Front Desk staff hours for payroll and submit to Accounting promptly.
  • Prepare employee schedules based on business forecasts and productivity requirements, presenting weekly to management.
  • Ensure accurate billing to maximize no-show revenue.
  • Adhere to company policies regarding Purchase Orders, invoice processing, and accounting practices.
  • Complete Wage Progress, Productivity, and Ten Day Forecast reports timely.
  • Maintain professional relationships and promote open communication with managers, employees, and other departments.
  • Collaborate closely with Accounting on follow-up items such as returned checks and discrepancies.
  • Manage all aspects of the Front Office computer system, including software maintenance and report generation.
  • Ensure proper operation of the P.B.X. console and compliance with company standards.
  • Supervise the reservation process, ensuring adherence to courtesy and upselling techniques.
  • Greet and welcome all guests at the Front Desk in line with company standards.
  • Implement all company policies and house rules effectively.
  • Understand hospitality terminology and maintain professional communication with hotel staff.
  • Coordinate the ongoing implementation of the company's service philosophy.
  • Ensure accurate cash handling at the Front Desk.
  • Participate in monthly team meetings and other management-required functions.
  • Attend weekly staff meetings and provide training as per company standards.
  • Gather all necessary information when processing room reservations.
  • Ensure timely logging and delivery of messages, packages, and mail.
  • Stay informed about current rates, packages, and promotions.
  • Enforce all hotel credit policies.
  • Process guest laundry as per property-specific procedures.
  • Ensure all employees are consistently attentive, friendly, and courteous to guests and colleagues.
  • Manage 'Lost and Found' procedures according to company standards.
  • Establish and maintain a key control system.
  • Encourage department participation in monthly team meetings.
  • Focus the Front Desk Department on enhancing guest service scores.
  • Monitor all VIP guests and special requests.
  • Maintain adequate supplies of front office and stationary materials.
  • Review daily Front Office work and activity reports generated by Night Audit.
  • Review the Front Office log book and Guest Request log daily.
  • Assist management and the Engineering Department in emergency procedure implementation.
  • Familiarize with corporate-sponsored programs and their standards.
  • Maintain an organized filing system for documentation related to purchases, schedules, reports, and logs.
  • Conduct meetings as required by management.
  • Perform other duties as assigned.

Property Overview:
Located conveniently near a major airport and close to the city center, this hotel offers a range of complimentary amenities, including shuttle services, along with comfortable accommodations.

Company Overview:
As a leader in third-party hotel management, our extensive portfolio encompasses over 1,550 hotels across various states and countries, representing top international brands and luxury accommodations. Our dedicated associates are committed to delivering exceptional guest experiences and achieving outstanding results in a culture that inspires excellence.

Benefits:
Following an initial waiting period, full-time employees are eligible for a competitive benefits package, which includes:

  • Daily Pay options available.
  • Comprehensive Medical, Dental, and Vision Coverage.
  • Short-Term and Long-Term Disability Income.
  • Life Insurance and AD&D coverage.
  • Paid Time Off.
  • Employee Assistance Program.
  • 401k Retirement Plan.