Guest Services Supervisor

2 weeks ago


Lincoln, Nebraska, United States Marcus Corporation Full time

Position Overview: The Front Desk Supervisor plays a pivotal role in ensuring exceptional guest experiences and maintaining high operational standards within the front desk area.

Key Responsibilities:

  1. Assist the front desk manager in training and developing front desk, bell, and concierge personnel on hotel policies and procedures.
  2. Administer disciplinary actions as necessary, ensuring adherence to established protocols.
  3. Maintain exemplary levels of service and quality at the front desk.
  4. Oversee front desk operations, including greeting guests, processing transactions, managing the front office system, answering calls, and ordering supplies.
  5. Support the front desk manager with reservations, guest registration, and special arrangements for group bookings.
  6. Review daily shift reports and conduct necessary follow-ups.
  7. Effectively manage interactions with both internal and external customers, employing patience and diplomacy to resolve conflicts and gather accurate information.
  8. Represent the hotel with professionalism and decorum at all times.
  9. Adhere to all company policies, industry standards, and information protection procedures.
  10. Participate in all mandatory meetings and training sessions within the Guest Services Department.
  11. Perform additional duties and special projects as assigned.

Qualifications:

A high school diploma is required, with a preference for candidates holding an advanced degree in a hospitality-related field. A minimum of one year of front desk experience is essential, with prior supervisory experience being advantageous.

Candidates must be available to work a flexible schedule, including days, evenings, weekends, and holidays, and should possess the ability to thrive under pressure.

Basic mathematical skills and proficiency in operating a 10-key by touch are necessary. The ability to address guest and employee concerns in a friendly and constructive manner is crucial, demonstrating empathy and providing proactive solutions.

Excellent interpersonal, listening, and communication skills are required, including the ability to read, write, speak, and understand English fluently. Strong telephone etiquette is essential.

Professional appearance and demeanor are expected, along with strong supervisory and organizational skills, enabling effective multitasking.



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