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Guest Services Supervisor

2 months ago

New York, New York, United States Dream Full time

At Dream, we recognize that our guests choose us for our dedicated and attentive team members who are committed to delivering genuine hospitality and memorable experiences to every visitor. Dream is a place where expectations are not just met, but surpassed. It offers exceptional rewards, where talent paves the way for thrilling opportunities in the hospitality sector.

The Guest Services Supervisor is tasked with overseeing the operations of Front Service, Guest Services, and Concierge in a welcoming, efficient, and courteous manner, ensuring that all guests receive top-notch service throughout their stay while optimizing room revenue and occupancy.

Key Responsibilities

  • Address all guest inquiries, issues, complaints, and incidents presented at the Front Desk or through various communication channels, ensuring a prompt, courteous, and effective resolution. Follow up to guarantee guest satisfaction.
  • Inspire, mentor, guide, and manage all Guest Services staff in accordance with Dream's Standard Operating Procedures (S.O.P.).
  • Conduct interviews for Guest Services positions and adhere to hiring protocols as outlined by Dream's S.O.P.
  • Foster employee morale and ensure comprehensive training for Guest Services personnel.
  • Enhance room revenue and occupancy by analyzing daily status reports, monitoring rate variances, and maintaining close oversight of daily house counts.
  • Review Guest Service staff hours for payroll processing and submit to Human Resources promptly.
  • Create employee schedules based on business forecasts, payroll budgets, and productivity needs.
  • Ensure maximization of no-show revenue through precise and consistent billing practices.
  • Uphold Dream's S.O.P. regarding Purchase Orders, invoice processing, and financial record-keeping.
  • Maintain a professional rapport and promote open communication with managers, staff, and other departments.
  • Collaborate closely with the Accounting department on follow-up matters, such as returned checks and discrepancies.
  • Manage all aspects of the Front Office computer system, including software maintenance, report generation, and basic programming.
  • Ensure staff warmly greet and welcome all guests approaching the Front Desk in line with Dream's S.O.P.
  • Guarantee adherence to all Dream policies and house rules, demonstrating a clear understanding of hospitality terminology.
  • Confirm completion of all Service Standards by Position for Guest Services personnel.
  • Assist in the preparation of revenue and occupancy forecasts.
  • Ensure timely and professional logging and delivery of all messages, packages, and mail.
  • Maintain constant communication with Housekeeping, Reservations, Engineering, Revenue, and Accounting departments.
  • Coordinate the ongoing implementation of Dream's service philosophy.
  • Ensure accurate cash handling procedures at the Front Desk.
  • Enforce all Dream credit policies diligently.
  • Ensure that employees consistently exhibit attentiveness, friendliness, helpfulness, and courtesy towards all guests, managers, and fellow employees.
  • Oversee and monitor 'Lost and Found' procedures and policies in accordance with Dream standards.
  • Establish and maintain a key control system.
  • Ensure departmental participation in monthly Dream team meetings.
  • Focus the Guest Services Department on their contribution to Guest Service and audit scores.
  • Monitor all VIPs, special guests, and specific requests.
  • Maintain required inventory levels of all front office and stationary supplies.
  • Review daily Front Office work and activity reports generated by Night Audit.
  • Review the Front Office log book and Guest Request log daily.
Salary:

$60,000 - $70,000