Guest Services Supervisor

2 months ago

Deerfield Beach, Florida, United States Blue Sky Hospitality Solutions Full time



POSITION OVERVIEW:


The Guest Services Supervisor plays a pivotal role in supporting the Front Office Manager in overseeing the Front Office functions to ensure exceptional guest experiences, high-quality service, and adherence to corporate and franchise guidelines while achieving financial objectives.

It is essential to guarantee that the check-in, check-out, and all guest interactions are handled efficiently and with a warm demeanor.

CANDIDATE QUALIFICATIONS:

Experience:

  • A high school diploma or equivalent is required; a college degree is preferred.
  • A minimum of 2 years of prior experience in hotel Front Desk operations is required, with supervisory experience being an advantage.
  • Experience with Hilton brands is preferred, and familiarity with Hilton OnQ is a plus.

KEY RESPONSIBILITIES:

  • Oversee Front Desk operations during assigned shifts to maintain a consistently high standard and ensure memorable experiences for guests.
  • Welcome guests promptly with a friendly and genuine greeting. Utilize a positive and clear speaking voice, actively listen to requests, respond appropriately, and provide accurate information regarding service hours and local attractions.
  • Support staff in all front desk duties, including the PBX Operator responsibilities.
  • Conduct daily briefings, communicate effectively with all team members, and share any necessary information to deliver guest service in line with Brand standards.
  • Maintain comprehensive knowledge of all hotel features/services, operational hours, room types, layouts, decor, amenities, pricing, special packages, and promotions.
  • Manage workflow, room status, and group activities, effectively communicating updates with other departments to enhance the guest experience.
  • Address discrepancies in the room status report with the Housekeeping department.
  • Handle guest requests, inquiries, and complaints promptly and thoroughly. Ensure timely follow-up with guests to uphold high levels of satisfaction and service quality. In cases of dissatisfaction, negotiate resolutions according to established guidelines.
  • Anticipate sold-out scenarios and arrange satisfactory alternative accommodations when necessary.
  • Assist management in training and motivating team members to enhance efficiency and overall productivity; serve as a role model for the Front Office team and others.
  • Help maintain a safe working environment within Front Office operations. Report accidents, injuries, and unsafe conditions according to hotel procedures; complete safety training and certifications.
  • Uphold confidentiality of all guest and hotel information.
  • Adhere to hotel safety policies and procedures, utilizing safety equipment as needed to ensure the safety of all team members during each shift. Report all accidents and injuries promptly.
  • Ensure a safe work environment by following all safety and security protocols. Keep work areas clean and free of hazards that could impede job performance.
  • Perform any other job-related duties as assigned.

Additional Requirements:

  • Proficient in accessing and accurately inputting information using a moderately complex computer system.
  • Capable of handling cash and credit transactions.
  • General knowledge of local attractions and transportation options.
  • Ensure efficient guest registration, check-out, service, and telephone operations while adhering to all brand standards.
  • Monitor and maintain front office systems and equipment for optimal performance.
  • Effectively manage interactions with internal and external customers with tact and diplomacy to resolve conflicts and gather accurate information.
  • Assist the Front Office Manager/Assistant Front Office Manager in ensuring compliance with all Front Office Quality Standards.
  • Ability to recognize and respond to emergency situations.
  • Establish and maintain effective working relationships with associates, customers, and patrons.
  • Proficient command of the English language, both written and verbal.
  • Strong multitasking abilities, prioritization skills, and a commitment to customer service excellence.
  • Regular attendance in accordance with standards is essential for successful performance in this role.
  • Comply with attendance policies and be available to work regularly, including flexible schedules, varied shifts, weekends, and holidays.
  • Maintain high standards of personal appearance and grooming, including wearing the appropriate uniform and nametag.


Physical Requirements:

  • Some lifting may be necessary. This position may require spending 75% or more of the time on one's feet.


Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to meet the business needs of the hotel. Attendance at all scheduled training sessions and meetings is mandatory.


This job description is not an exhaustive list of all job functions that an employee in this position may be asked to perform periodically.


Blue Sky Hospitality Solutions is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.


I have read the above and understand and accept the job responsibilities and requirements associated with this position.

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