Guest Service Supervisor

5 hours ago


Grand Prairie, Texas, United States Residence Inn Dallas Grand Prairie Full time
Job Title: Guest Service Supervisor

At Residence Inn Dallas Grand Prairie, we are seeking a highly motivated and experienced Guest Service Supervisor to join our team. As a Guest Service Supervisor, you will be responsible for supervising the guest service team, ensuring that quality standards are met and that optimum service is provided.

Responsibilities:
  • Assign duties to front office staff and observe performance to ensure adherence to hotel policies and established operating procedures.
  • Assist with guest service team member training, including safety training.
  • Maintain accurate records including cash flow sheets, registration cards, direct bills, credit cards, and all other sensitive documents.
  • Complete daily managers' report which sums up the day – how many arrivals, departures, guest issues, guest satisfaction scores, standard of the week, etc.
  • Take on projects as assigned by the Front Office Manager and complete them by due date.
  • Receive, assist and help resolve guest complaints and team member issues.
  • Provide input to the Front Office Manager on staff meeting topics; assist with leading the meetings.
  • Assist with human resources functions of guest service department by engaging and motivating team members and focusing on team member development and retention.
  • Observe guest service team members and provide mentoring, coaching and regular feedback to help manage conflict, improve team member performance and recognize exceptional performance.
  • Assist with onboarding, culture training and ongoing development of each department team member, with a focus on team member satisfaction, productivity, and guest satisfaction.
  • Perform functions of the Front Office Manager in their absence.
Qualifications:
  • Previous guest service experience required.
  • Previous supervisory experience preferred.
  • Strong customer service skills and the ability to manage difficult guest and team member situations.
  • Strong ability to develop, monitor, and train all revenue opportunities.
  • Strong ability to manage, train and motivate a diverse team.
  • Above average ability to initiate and facilitate renovations and repairs.
  • Strong oral and written communication skills. Knowledge of Opera, Microsoft Office, Word and Excel a plus.
  • Strong critical thinking ability; ability to make decisions with only general policies and procedures available for guidance.
Benefits:
  • PTO with immediate accrual
  • Access 50% of your wages prior to payday
  • Discount program for car rentals, travel, entertainment, etc.
  • Hotel Discounts Worldwide
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Basic Life/AD&D and Supplemental Life Insurance
  • Voluntary Options – Critical Illness/Accident/Hospital Indemnity/Short Term Disability/Legal
  • Employer Sponsored Long-Term Disability Coverage
  • 401(k) with immediate match
  • Double Time for Holidays Worked
  • Health Savings Account
  • Employee Assistance Program (EAP)
  • Dependent Care FSA


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