Guest Services Supervisor

2 weeks ago

Asheville, North Carolina, United States The Foundry Hotel Asheville, Curio Collection Full time
The Foundry Hotel Asheville, Curio Collection - Elevate Your Career

Position Overview: The Guest Services Supervisor plays a crucial role in guiding and supporting the front office team in their daily tasks and responsibilities.

We provide comprehensive Medical/Dental/Vision benefits, a generous Paid Time Off program, performance-based bonuses, daily pay options, an Employee Referral bonus program, and the chance to be part of a thriving culture that recognizes and rewards excellence with opportunities for career advancement within the organization.

Founded with a commitment to hospitality, we have developed into a premier establishment that operates and manages renowned hotel brands alongside unique boutique accommodations. Our company maintains a family-oriented ethos that emphasizes the importance of building strong relationships with our associates, partners, and the communities we serve.

Key Responsibilities:
  • Deliver exceptional customer service consistently.
  • Maintain a warm, professional, and approachable demeanor at all times.
  • Provide accurate information to potential guests and manage hotel reservations effectively.
  • Resolve guest issues and complaints promptly, demonstrating urgency and care.
  • Respond to inquiries via phone and in-person regarding reservations, hotel details, and guest concerns in a timely manner.
  • Oversee daily operations to ensure all team members follow standard procedures and remain attentive to guest needs.
  • Train and direct the workflow of the front desk team, addressing issues and providing coaching to ensure quality service.
  • Handle customer complaints efficiently to uphold high standards of satisfaction and service quality.
  • Assign rooms based on guest preferences and special requests.
  • Foster strong relationships and collaborate with other departments (housekeeping, maintenance, etc.).
  • Ensure all phone calls, wake-up calls, and messages for guests are managed promptly and professionally.
  • Manage group arrivals and ensure accurate billing and pre-registration for guests.
  • Oversee cash transactions at the front desk and maintain accountability for the front office bank.
  • Contribute to yield management strategies, marketing initiatives, and pricing structures.
  • Ensure the Alice log (system) is consistently updated and addressed.
  • Prioritize safety by adhering to guest check-in and security protocols, reporting any suspicious activities.
  • Assist all departments in serving guests, especially during peak periods.
  • Take on responsibilities in the absence of the Front Office Manager or Assistant Front Office Manager.
  • Participate in occupancy forecasting and marketplace analysis.
  • Ensure accurate reflection of time and attendance policies.
Qualifications:
  • Experience as a Front Desk Agent, customer service representative, or similar role with supervisory responsibilities.
  • Proficient in Microsoft Office Excel or comparable software applications.
  • Prior supervisory experience is preferred.
  • Familiarity with OnQ or property-specific PMS systems such as Efficenter, Quore, Alice, PBX, and other hotel-related technologies is advantageous.
  • Possession of a valid driver's license and reliable transportation for off-property tasks as needed.
  • Fluency in English is required.
  • Excellent written and verbal communication skills are essential.
  • Basic mathematical skills, including understanding percentages and variances.
  • Strong problem-solving, reasoning, supervisory, and motivational abilities.
  • Capability to multitask and engage with individuals under pressure.
The Foundry Hotel Asheville is proud to be an Equal Opportunity Employer

We are committed to fostering diversity and inclusion in the workplace. Discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws are strictly prohibited.

This description outlines primary responsibilities and qualifications. It is not intended to encompass all duties or qualifications that may be required now or in the future. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Pre-employment background checks are required.

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