Guest Services Supervisor

2 weeks ago

San Diego, California, United States Homewood SD Sea World Full time

Position Overview:

The Guest Services Supervisor plays a crucial role in supporting the Front Desk Manager and/or General Manager by delivering attentive, courteous, and efficient service to all guests before their arrival and throughout their stay. This position is also tasked with optimizing room revenue and occupancy rates.

Qualifications:

  • Minimum of 2 to 3 years of progressive experience in hospitality or a related field is required. A High School diploma or equivalent is mandatory.
  • College coursework in a relevant field is advantageous.
  • Prior supervisory experience is preferred.
  • A valid driver's license for the applicable state is required.
  • Ability to communicate information and ideas clearly is essential.
  • Quick and accurate evaluation and selection among alternative courses of action is necessary.
  • Ability to perform well in high-pressure situations, including effectively managing guest objections and disputes.
  • Proactive approach to job performance, anticipating needs before they arise.
  • Maintaining composure and objectivity under pressure is crucial.
  • Effective problem-solving skills, including anticipating, preventing, identifying, and resolving issues as needed.
  • Ability to assimilate complex information from various sources and adjust to meet specific needs.
  • Strong listening skills to understand and clarify concerns raised by guests and co-workers.
  • Basic understanding of financial information and arithmetic functions is required.

Key Responsibilities:

  • Engage with guests and associates in a friendly, service-oriented manner.
  • Adhere to attendance standards in accordance with company policies.
  • Maintain high standards of personal appearance and grooming, including wearing the appropriate uniform and name tag.
  • Comply with company standards and regulations to promote safe and efficient hotel operations.
  • Exhibit a friendly and warm demeanor at all times.
  • Set the benchmark for guest relations at the front desk.
  • Gather all necessary information when processing room reservations.
  • Monitor V.I.P. and special guest requests diligently.
  • Review daily Front Office logs and Trace Files.
  • Fully understand and execute all relevant aspects of the front desk computer system.
  • Ensure timely and professional logging and delivery of messages, packages, and mail.
  • Stay informed about current rates, packages, and promotions.
  • Familiarize yourself with all in-house groups.
  • Be aware of all closed-out and restricted dates.
  • Follow and enforce all hotel credit policies.
  • Perform all duties of a Front Desk Agent as needed.
  • Complete and ensure accuracy in bucket checks, room rate verification reports, and housekeeping reports.
  • Oversee the proper operation of the P.B.X. console, ensuring compliance with company standards.
  • Foster good communication and teamwork with fellow associates and other departments.
  • Assist the General Manager in ensuring associates adhere to company standards.
  • Be knowledgeable of and assist in all emergency procedures as required.
  • Ensure all guests are checked in and out in a friendly, efficient, and courteous manner.
  • Complete all tasks and duties on the shift checklist in a timely manner.
  • Ensure associates maintain attentiveness, friendliness, and courtesy towards all guests and team members.
  • Maximize room revenue through effective Rooms Merchandising.
  • Respond to all guest inquiries in a professional and timely manner.
  • Participate in departmental meetings and contribute to planning and execution.
  • Help maintain productivity levels at or above budgeted standards.
  • Perform any other duties as assigned by management.
  • Assist in the training of new hires and current associates regularly.
  • Attend meetings as required by management.

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