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Guest Services Supervisor
2 months ago
Position: Front Desk Supervisor
Reporting To: Guest Service Manager, Director of Rooms, or as designated by the General Manager
FLSA Status: Non-Exempt
Role Summary:
The Front Desk Supervisor plays a crucial role in managing the front office operations, ensuring optimal room occupancy, maximizing revenue, and enhancing guest satisfaction. This position assists the Guest Services Manager in maintaining high standards of guest service and operational accuracy.
Key Responsibilities:
- Proactively anticipate guest needs and respond promptly, ensuring positive interactions and maintaining excellent guest relations.
- Thoroughly understand the roles and responsibilities of hourly Front Office staff and be prepared to perform their duties as necessary.
- Address and resolve guest complaints effectively, ensuring satisfaction with each encounter.
- Master the front office systems and accurately manage daily transactions.
- Collaborate with Housekeeping and Engineering Departments regarding room status and maintenance requests.
- Support the Guest Service Manager with special requests and group bookings.
- Implement programs aimed at enhancing guest service.
- Guide occupancy strategies to optimize hotel yield management.
- Adhere to cash handling standards, ensuring accurate processing of payments.
- Foster a cooperative and friendly work environment among team members.
- Promote a culture of exceptional guest service in all interactions.
- Monitor guest feedback and ensure satisfaction.
- Lead by example in creating a positive workplace culture focused on integrity and collaboration.
- Follow safety and security protocols as required.
- Perform additional tasks as assigned.
Required Skills and Qualifications:
- Strong work ethic and independent judgment.
- Demonstrated customer service and problem-solving skills.
- Regular attendance in accordance with established guidelines.
- Flexibility to work varying schedules, including weekends and holidays.
- Ability to maintain focus and complete tasks on time despite interruptions.
- Proficient in Microsoft Office Suite or similar software.
- Familiarity with hotel operating systems is preferred.
- Ability to effectively use computers, tablets, and mobile devices.
- Strong interpersonal skills to maintain positive relationships with staff and guests.
- Calm demeanor in high-pressure situations.
- Participation in departmental meetings and team collaborations.
Physical Requirements:
- Ability to sit, stand, and walk for extended periods.
- Capable of bending, stooping, and lifting up to fifty (50) pounds.
- Good communication skills, both verbal and written.
- Ability to manage multiple tasks and meet deadlines under pressure.
- Knowledge of first aid and emergency procedures.
Minimum Qualifications:
- High school diploma; hospitality or related degree preferred.
- Four years of customer service experience, with at least one year in a supervisory role.
- Hospitality experience is strongly preferred.
- Excellent communication skills.
- Proficiency in Microsoft Office Suite or related software.
- Knowledge of hotel systems is advantageous.
- Additional language skills are a plus.
This job description is intended to provide a general overview of the position and is not an exhaustive list of all responsibilities. Additional duties may be assigned as necessary.
International House Hotel is an equal opportunity employer committed to diversity and inclusion in the workplace. We celebrate the unique contributions of every individual and strive to create an environment where all employees feel valued and respected.
