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Guest Services Supervisor

2 months ago

Lake Placid, New York, United States Bluebird Lake Placid Full time
Position Overview:

We are seeking a dedicated Front Office Manager to ensure our guests receive outstanding service, fostering loyalty and repeat visits. As the primary point of contact for guests, you will oversee front desk operations and staff, maintaining our commitment to excellence in customer satisfaction.

Key Responsibilities:
  • Prepare occupancy reports and financial summaries for management review.
  • Supervise front desk personnel, including hiring and training new team members to uphold service standards and hotel policies.
  • Manage the front desk budget and procure necessary office supplies.
  • Engage with guests in person and via phone, addressing inquiries and resolving complaints efficiently.
  • Lead front desk operations, ensuring guests enjoy a memorable stay.
  • Prioritize guest care and satisfaction, consistently exceeding expectations through daily interactions.
  • Oversee the Front Desk, Reservations, and Billing departments.
  • Directly manage departmental staff while collaborating with the General Manager and Housekeeping Supervisor to address employee-related issues.
  • Conduct hiring, training, performance reviews, and disciplinary actions for front desk personnel.
  • Provide timely departmental reports as required.
  • Maximize room revenue through effective selling strategies and maintain current rates and promotions.
  • Ensure accountability for all front desk revenue.
  • Facilitate communication between the Front Desk and other departments, keeping all relevant staff informed about events and group bookings.
  • Ensure front desk staff are knowledgeable about promotions, rates, and property details.
  • Plan and direct daily operations, addressing complaints and resolving issues promptly.
  • Encourage a positive work environment through motivation and constructive feedback.
  • Maintain departmental schedules while balancing guest needs and labor budgets.
  • Conduct monthly inventory assessments to ensure adequate supply levels.
  • Control departmental expenses through prudent management practices.
  • Ensure proper operation and training on all departmental systems.
  • Maintain regular communication with management regarding operations and guest feedback.
  • Perform additional duties as assigned by management.
Qualifications:
  • Strong bookkeeping skills with proficiency in Microsoft Word and Excel.
  • Minimum of 1 year of experience in the hospitality sector.
  • High school diploma or GED required.
  • Excellent management, communication, and multitasking abilities.
  • Over 2 years of experience in office management within the hospitality industry.
Minimum Requirements:
  • Eligibility to work in the United States.
  • Must be at least 18 years old.
  • Exceptional written and verbal communication skills.
  • Proficient in a Mac environment and familiar with Property Management Systems.
  • Ability to utilize social media for property promotion.
  • Strong analytical capabilities.
  • Ability to work collaboratively with diverse colleagues and guests.
  • Must be detail-oriented, courteous, and flexible.
  • Ability to remain calm and professional in high-pressure situations.
  • Proactive in job performance and able to anticipate needs.
  • Must be able to meet deadlines and adapt to varying schedules.
  • Team-oriented with a willingness to support hotel operations.
Physical Requirements:
  • Frequent walking, bending, and lifting up to 25 pounds.
  • Occasional stair climbing.
  • Ability to handle equipment issues and maintain safety standards.
  • Ability to work varied shifts, including mornings, evenings, weekends, and holidays.
About Bluebird Lake Placid:

Bluebird Lake Placid is a premier property within the Lark Hotel Group, known for its unique Scandinavian-Asian design. Our hotel is strategically positioned to attract a diverse clientele, offering a dynamic work environment with significant growth potential.