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Guest Services Supervisor

2 months ago

Pismo Beach, California, United States The Cliffs Hotel and Spa Full time
Guest Services Supervisor - The Cliffs Hotel & Spa

The Cliffs Hotel & Spa stands as the premier oceanfront destination on the Central Coast, offering breathtaking views of Pismo Beach. Join a dedicated team renowned for exceptional customer service, creating unforgettable experiences for our valued guests.

As a locally owned establishment, we take pride in supporting our Central Coast community through various donations and community-oriented programs throughout the year, including philanthropic events. We value our employees, hosting appreciation events, providing daily discounted meals from our restaurant, and offering exclusive hotel benefits.

We are in search of a courteous, dependable, and enthusiastic part-time Guest Services Supervisor who can foster an atmosphere of luxury while ensuring that all staff members engage warmly with guests. We eagerly anticipate connecting with you.

Position Overview:

The Guest Services Supervisor is responsible for overseeing the Front Desk, Valet, Pool, and Guest Services operations. This role collaborates with Housekeeping, Sales, and Food and Beverage management to coordinate daily tasks, meetings, and group activities, ensuring the highest levels of guest satisfaction through effective management and appropriate staffing.

Key Responsibilities:
  • Availability to work 40 hours per week.
  • Willingness to work weekends, evenings, and holidays.
  • Maintain high standards through daily assignments and assist desk agents in achieving the same.
  • Act as a representative of the hotel and executive management to employees, guests, visitors, and vendors.
  • Maintain a visible presence in the lobby and front area, accessible to guests and employees at all times.
  • Lead by example, upholding The Cliffs' Mission and Values with a commitment to superior service.
  • Set standards for staff, adhering to the requirements of FORBES and AAA, as well as directives from executive management.
  • Utilize and ensure adherence to scripting standards and guidelines for guest interactions.
  • Monitor the scheduling of the reception desk and bell services, covering shifts as needed.
  • Contribute to required meetings, including weekly operations discussions.
  • Supervise the use of supplies and equipment, minimizing waste and misuse.
  • Communicate effectively in situations requiring management intervention, addressing both employee and guest issues.
  • Coordinate VIP recognition and room assignments.
  • Solicit guest feedback with genuine interest to understand their needs, demonstrating anticipatory service and taking immediate corrective action when necessary.
  • Address guest complaints promptly and professionally, offering suitable alternatives to challenging requests.
  • Observe, correct, and coach staff fairly to ensure a quality guest experience, including adherence to guest name usage, employee attendance, and uniform policies.
  • Demonstrate knowledge of safety and fire procedures.
  • Assist in emergency and security procedures as outlined in the employee manual and established emergency plan.
  • Coordinate the training of new front office personnel and assist with the implementation of new procedures.
  • Act as Hotel Manager when required.
  • Perform additional tasks as assigned by management.
Physical Requirements:
  • Ability to stand for extended periods (up to eight hours).
  • Ability to lift light packages (under 40 pounds).
  • Ability to work effectively in high-pressure situations.
Education, Experience, Skills:
  • High school diploma; college degree preferred.
  • Experience in guest services within a luxury hotel environment.
  • Excellent command of the English language.
  • Ability to manage and work effectively with people.
  • Strong multitasking abilities in demanding situations.
  • RBS certification preferred.
This job description is not an exhaustive list of activities, duties, or responsibilities required of the employee. Responsibilities may change or new ones may be assigned at any time.