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Guest Services Supervisor

2 months ago

Chicago, Illinois, United States Hampton Inn Midway Full time

Job Overview:

The Front Office Operations Manager is tasked with overseeing the Front Desk's daily functions, ensuring that all guests receive exceptional service throughout their stay. This role is pivotal in maximizing room revenue and occupancy while maintaining a welcoming atmosphere.

Qualifications:

  • A minimum of 5 years of progressive experience in hospitality or a related sector; alternatively, a 2-year college degree with 3 years of relevant experience, or a 4-year degree with at least 1 year of related experience.
  • Previous supervisory experience is essential.
  • Proficiency in Windows operating systems, including company-approved spreadsheets and word processing applications.
  • A valid driver's license from the applicable state is required.
  • Strong communication skills to convey information clearly and effectively.
  • Ability to assess and choose among various options quickly and accurately.
  • Capable of performing well in high-pressure situations.
  • Maintain composure and professionalism under stress.
  • Proficient in identifying, preventing, and resolving workplace issues.
  • Ability to assimilate complex information from various sources and adapt it to meet specific needs.
  • Effective listening skills to understand and clarify concerns raised by guests and team members.
  • Basic understanding of financial data and arithmetic functions.

Key Responsibilities:

  • Address all guest inquiries, concerns, and incidents at the Front Desk or through Reservations with attentiveness and professionalism, ensuring guest satisfaction.
  • Inspire, mentor, and manage Front Desk staff in accordance with company standards.
  • Ensure adherence to brand and company training protocols, implementing effective training methods.
  • Conduct interviews for Front Desk positions and follow established hiring procedures.
  • Perform 90-day and annual performance evaluations for Front Desk personnel.
  • Foster employee morale and ensure proper training for all Front Desk staff.
  • Maximize room revenue and occupancy by reviewing daily status reports, analyzing rate efficiency, and monitoring credit reports.
  • Participate in all required meetings, providing necessary reports and documentation.
  • Supervise the Night Audit process and ensure accuracy in financial reporting.
  • Assist in the development of management personnel as assigned by corporate leadership.
  • Ensure timely completion of end-of-month reports and payroll submissions.
  • Prepare employee schedules based on business forecasts and budget guidelines.
  • Oversee accurate billing to maximize no-show revenue.
  • Maintain compliance with company policies regarding purchase orders and financial documentation.
  • Promote open communication and professional relationships with team members and other departments.
  • Collaborate with Accounting on follow-up items such as discrepancies and returned payments.
  • Manage all aspects of the Front Office computer system, including software maintenance and report generation.
  • Ensure proper operation of communication systems and adherence to company standards.
  • Greet and welcome all guests at the Front Desk, ensuring a friendly and professional atmosphere.
  • Implement all company policies and house rules effectively.
  • Maintain an organized filing system for all operational documentation.
  • Conduct meetings as required by management to ensure team alignment.
  • Perform other duties as assigned.

Company Overview:

As a leader in third-party hotel management, our portfolio includes over 1,550 hotels across various regions, partnering with top international brands and luxury accommodations. Our team is dedicated to delivering outstanding service and achieving exceptional results in a culture that values excellence.

Benefits:

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.