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Guest Services Supervisor

2 months ago

New York, New York, United States NoMo SoHo Full time

Compensation Type:
Yearly

Company Overview:
NoMo SoHo is a distinguished hospitality establishment that seamlessly merges nostalgia with contemporary elegance, offering guests a unique experience enriched by a curated collection of art and seasonal cuisine.

Position Overview:
The Guest Services Supervisor plays a pivotal role in overseeing the operations of the Guest Services, Concierge, and Uniformed Services/Transportation departments. This position is dedicated to delivering exceptional service to all guests, ensuring their needs are met with attentiveness and professionalism while optimizing room revenue and occupancy rates.

Key Responsibilities:

  • Address all guest inquiries, concerns, and feedback with a courteous and efficient approach, ensuring follow-up for guest satisfaction.
  • Inspire and guide Guest Services personnel through coaching, counseling, and adherence to company standards.
  • Maintain constant communication with team members and other departments to ensure seamless operations.
  • Conduct interviews and oversee the hiring process for Guest Services staff, ensuring alignment with company protocols.
  • Analyze daily occupancy and revenue reports to maximize room sales and monitor market trends.
  • Participate in daily operational meetings to strategize on service enhancements and departmental performance.
  • Prepare employee schedules based on business forecasts and budgetary guidelines.
  • Ensure accurate billing processes to maximize revenue from no-show reservations.
  • Maintain compliance with company policies regarding financial transactions and operational procedures.
  • Foster a collaborative environment among staff, promoting open communication and teamwork.
  • Oversee the functionality of the Front Office computer systems and ensure adherence to operational standards.
  • Monitor guest interactions at the Front Desk, ensuring a warm and welcoming atmosphere.
  • Assist in the preparation of revenue forecasts and occupancy projections.
  • Ensure timely delivery of messages, packages, and correspondence to guests.
  • Implement and uphold all company policies and service standards.
  • Maintain the integrity of the key control system and oversee lost and found procedures.

Qualifications:

  • A minimum of 5 years of progressive experience in hospitality or a related field; or a 2-year college degree with 3 years of relevant experience; or a 4-year college degree with at least 1 year of related experience.
  • Demonstrated supervisory experience is essential.
  • Exceptional customer service skills are required.
  • Proficiency in Microsoft Office and familiarity with hotel management software.
  • Ability to work extended hours as necessary.
  • Strong communication skills, both verbal and written, with the ability to engage effectively with guests and staff.
  • Capacity to multitask and prioritize responsibilities to meet deadlines.
  • Commitment to maintaining high standards of personal appearance and grooming.
  • Ability to handle sensitive information with confidentiality.

Salary Range: $60,000 - $70,000 annually