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Guest Services Supervisor

2 months ago

Newport News, Virginia, United States Hammetts Hotel Full time
Job Overview

POSITION SUMMARY:

The Guest Services Supervisor plays a crucial role in managing the Front Desk and Night Audit operations, ensuring that all guests receive exceptional service throughout their stay. This position is dedicated to enhancing guest satisfaction while optimizing room revenue and occupancy rates.

KEY RESPONSIBILITIES:

  • Engage with guests and team members in a warm, service-oriented manner.
  • Adhere to attendance policies in line with Hammetts standards, adjusting to the hotel’s scheduling needs.
  • Uphold high standards of personal grooming and appearance, including appropriate attire and nametag.
  • Consistently follow Hammetts standards and regulations to promote safe and efficient hotel operations.
  • Exhibit attentiveness, friendliness, and helpfulness towards all guests, management, and colleagues.
  • Coordinate schedules for guest service agents and night audit staff as necessary.
  • Support the Assistant General Manager in the training and development of staff to meet hotel service quality benchmarks.
  • Oversee guest registration and check-out processes.
  • Inspire team members and foster a productive work environment.
  • Achieve financial targets related to the rooms department by managing revenues and expenses effectively.
  • Assist management in executing strategies to meet hotel occupancy and Average Daily Rate goals.
  • Analyze data and generate reports to communicate vital information to team members and relevant departments.
  • Maintain comprehensive knowledge of hotel facilities, local attractions, and transportation options.
  • Ensure adherence to proper accounting procedures, credit control, and financial transaction handling.
  • Implement security measures for guest safety and financial transactions.
  • Possess thorough knowledge of emergency protocols.
  • Enhance guest satisfaction by analyzing service feedback and setting improvement goals with management.
  • Respond promptly to guest inquiries or complaints, ensuring appropriate follow-up for satisfaction.
  • Conduct training sessions on safety, security, departmental procedures, and service standards.
  • Fulfill Manager on Duty responsibilities as required.
  • Motivate, guide, and, when necessary, discipline team members in accordance with Hammetts standards.
  • Promote team morale and ensure comprehensive training for all staff members.
  • Maximize room revenue and occupancy by reviewing daily status reports and monitoring inventory.
  • Review timekeeping records for Guest Service staff and submit to accounting promptly.
  • Prepare staff schedules based on business forecasts and payroll budget guidelines.
  • Assist in Front Desk, Reservations, and Night Audit functions as needed.
  • Collaborate with accounting on follow-up issues, such as returned checks and credit card discrepancies.
  • Ensure timely and professional handling of messages, packages, and mail.
  • Maintain effective communication with Housekeeping, Reservations, Sales, and Accounting departments.
  • Utilize communication devices efficiently and maintain proper etiquette.
  • Ensure a visible presence in the lobby and at the front desk.
  • Manage safety deposit box operations according to hotel standards.
  • Identify and capitalize on sell-out opportunities by reviewing arrival reports and room inventory.
  • Ensure accurate cash handling procedures at the Front Desk.
  • Participate in mandatory safety and training meetings as required.
  • Perform any additional duties as assigned.

QUALIFICATIONS:

Education & Experience:

  • High School diploma or equivalent; customer service experience is preferred.
  • Previous supervisory experience in a hospitality setting is advantageous.
  • Strong financial acumen and proficient computer skills are essential.

PHYSICAL REQUIREMENTS:

  • Ability to work long hours, including nights and weekends, as needed.
  • Light physical work; may require lifting up to 50 pounds occasionally.
  • Capability to stand for extended periods during shifts.
  • As Manager on Duty, ability to move swiftly between departments.

ESSENTIAL SKILLS:

  • Excellent verbal and written communication skills.
  • Ability to perform well under pressure in a fast-paced environment.
  • Quick and accurate decision-making skills.
  • Proficient in problem-solving and conflict resolution.
  • Effective listening and understanding of team and guest concerns.
  • Ability to synthesize complex information from various sources.
  • Strong organizational skills to prioritize tasks and meet deadlines.
  • Competence in financial data management and basic arithmetic.
  • Proficient in computer systems, including Microsoft Office and industry-related software.

DIRECT REPORTS:

  • Lead Front Desk Agent
  • Front Desk Agent
  • Night Audit Staff