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Guest Services Supervisor

2 months ago

Green Bay, Wisconsin, United States StepStone Hospitality Inc. Full time
Job Overview

Position Summary:

The Front Office Manager is responsible for overseeing the daily operations of the guest services department, ensuring the highest standards of service quality and guest satisfaction.

Key Responsibilities:

1. Administrative Duties

  • Uphold exceptional standards of guest service.
  • Manage budgetary goals to optimize revenue and control expenses.
  • Formulate both short-term and long-term operational plans aligned with the hotel’s objectives.
  • Contribute to the annual budget preparation process.
  • Enhance guest satisfaction through exceptional service and employee training.
  • Monitor reservation processes to maximize room occupancy and average daily rates.
  • Ensure compliance with financial controls and secure handling of financial transactions.
  • Address and resolve guest inquiries and complaints promptly and courteously.
  • Utilize various office and accounting software effectively.

2. Support Functions

  • Possess a strong command of the English language for effective communication with guests and staff.
  • Assist in the creation of statistical reports and presentations as required.
  • Accurately report relevant information.
  • Support various tasks within the accounting department as needed.
  • Adhere strictly to company policies and procedures.
  • Participate in mandatory meetings.

3. Professional Conduct

  • Complete projects and assignments with diligence and professionalism.
  • Adapt to high-pressure situations and embrace change.
  • Take ownership of personal development and growth.
  • Maintain a professional demeanor and appearance at all times.

4. Communication Skills

  • Understand and convey the mission and core values of StepStone Hospitality.
  • Communicate ideas and information clearly and professionally.
  • Practice active listening with colleagues and guests.
  • Timely convey company decisions and issues to relevant parties.
  • Work collaboratively to resolve conflicts while respecting others.

5. Physical Requirements:

  • Ability to lift a minimum of 20 pounds.
  • Engage in pushing, bending, and manual dexterity tasks.
  • Perform hearing, writing, and typing tasks.
  • Minimum pulling of 20 pounds is required.
  • Additional duties may be assigned as necessary.

Additional Qualifications:

  • Comprehensive knowledge of hotel operations and departments.
  • Strong mathematical and computer skills are essential.
  • A high school diploma is required; relevant training and experience are preferred.
  • CPR and first aid certification is a plus.
  • Proficiency in additional languages is advantageous.

StepStone Hospitality, Inc. is an equal opportunity employer.