Guest Services Supervisor

1 week ago


El Paso, Texas, United States Plazahotelelpaso Full time

Position: Guest Services Supervisor

Company: Plaza Hotel Pioneer Park

Overview

The Guest Services Supervisor plays a crucial role in overseeing front desk operations, ensuring adherence to established standards of guest service, quality, and sustainability.

Career Advancement Opportunities

This position may lead to roles such as Assistant Front Office Manager, Front Office Manager, or Assistant General Manager.

Key Responsibilities

  • Conduct interviews, select, train, schedule, coach, and support team members to ensure compliance with brand standards and core values.
  • Address guest complaints and concerns through thorough investigation and effective resolution strategies.
  • Monitor guest satisfaction scores and implement strategies to enhance overall guest experience.
  • Engage with guests through lobby ambassador activities, fostering relationships that encourage repeat visits.
  • Oversee front office operations in the absence of senior management.
  • Manage bookkeeping tasks, including account balancing and audits.
  • Handle reservations and confirmations efficiently.
  • Promote brand-specific marketing initiatives.
  • Welcome guests upon arrival, registering and assigning them to their accommodations.
  • Provide guests with welcome packets that include room keys and relevant information.
  • Process billing, collect payments, and manage cash transactions.
  • Facilitate guest check-out procedures, addressing any dissatisfaction with effective negotiation.
  • Develop actionable plans to address service deficiencies.
  • Ensure cleanliness and maintenance of the hotel entrance, reception, and public areas.
  • Adhere to sustainability practices in line with company guidelines.
  • Follow safety protocols and standards as required.
  • Perform additional duties as assigned by management.

Qualifications

Preferred qualifications include an Associate's or Bachelor's degree and 1 to 3 years of relevant experience.

Work Environment

This role may require flexibility in work schedules, including shifts during holidays and weekends. Physical demands include standing for extended periods, lifting up to 25 pounds, and various movements such as bending and reaching.

Company Values

We believe in the power of our people, delivering excellence, and maintaining agility in our operations.

The Plaza Hotel Pioneer Park is an equal opportunity employer, committed to diversity and inclusion in the workplace.



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