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Senior Guest Relations Supervisor

2 months ago

Wilmington, North Carolina, United States Hotel Du Pont Full time

Senior Guest Relations Supervisor

Job Category: Front Desk Requisition Number: LEADG008616

Job Overview

The Senior Guest Relations Supervisor plays a pivotal role in leading the guest services team, ensuring that exceptional customer service standards are consistently met.

Key Responsibilities

  • Provide clear communication to staff, both verbally and in writing, to ensure effective guidance.
  • Delegate tasks and provide detailed instructions to guest service agents.
  • Monitor team performance and foster an environment of continuous improvement.
  • Welcome guests warmly, utilizing a friendly demeanor and attentive listening skills to address their needs.
  • Facilitate the registration process efficiently, ensuring accurate data entry and confirmation of guest details.
  • Promote brand-specific marketing initiatives and make informed room selections based on guest preferences.
  • Manage guest accounts during check-out, addressing any concerns with professionalism and tact.
  • Handle financial transactions, including credit card processing and cash management, with precision.
  • Answer incoming calls promptly, ensuring messages are recorded and communicated effectively.
  • Remain composed during busy periods or emergencies, serving as a role model for the team.
  • Resolve guest complaints through thorough investigation and effective problem-solving strategies.
  • Adhere to attendance policies and maintain a regular work schedule.
  • Perform additional job-related tasks as assigned.

Required Skills and Abilities

  • Proficient in English communication.
  • Possess a self-motivated attitude with a professional demeanor.
  • Ability to engage positively with guests and colleagues alike.
  • Strong interpersonal skills to manage customer relations effectively.
  • Basic mathematical proficiency and adeptness with calculators for financial tasks.
  • Capability to navigate and input data into a computer system accurately.
  • Physical stamina to perform duties behind the front desk.
  • Ability to recognize and respond to emergency situations appropriately.
  • Competence in preparing detailed reports on room availability and revenue.
  • Ability to build and maintain effective relationships with guests and team members.

Commitment to Customer Satisfaction

At Hotel Du Pont, our guests are our priority. Positive interactions with our staff are crucial to delivering an outstanding guest experience. All associates are expected to uphold professionalism and treat every guest and colleague with respect and courtesy.

Work Ethic

To ensure a positive environment for both guests and associates, employees should consistently meet and strive to exceed hotel standards in all aspects of their work, including procedures, appearance, and punctuality. Adaptability and a willingness to learn are essential qualities.

Safety and Security

The safety and security of our guests and staff are paramount. All associates must comply with hotel security protocols, particularly regarding key management and reporting safety concerns.

Note: This description is intended to provide a general overview of the position and is not exhaustive. Additional responsibilities may be assigned as necessary.