Guest Services Supervisor

1 week ago


New York, New York, United States Dual Marriott Spring Hill Suites and Residence Inn Full time
Job Overview

Position: Front Desk Supervisor

Location: Dual Marriott Spring Hill Suites and Residence Inn

Compensation: $23 per hour

ROLE SUMMARY:

The Front Desk Supervisor plays a pivotal role in ensuring exceptional guest experiences by providing courteous and professional service. This position is responsible for overseeing front desk operations, maintaining high service standards, and managing the guest service team effectively.

KEY RESPONSIBILITIES:

  • Deliver outstanding service to guests consistently.
  • Efficiently manage the check-in and check-out processes.
  • Handle guest correspondence and messages according to established protocols.
  • Acquire comprehensive knowledge of hotel services, room configurations, pricing, and promotional strategies.
  • Process reservation requests promptly.
  • Answer incoming calls following proper telephone etiquette.
  • Coordinate room assignments and accommodate special requests.
  • Assist in monitoring room availability and collaborate with management on pricing strategies.
  • Manage guest safe deposit transactions according to hotel policies.
  • Maintain a clean and welcoming lobby and front desk area.
  • Be well-versed in emergency and safety procedures.
  • Facilitate wake-up call requests accurately.
  • Understand cleaning standards for guest rooms.
  • Keep the back office organized as per management requests.
  • Oversee shift openings and closings, including cash handling.
  • Ensure accurate balancing of cash, credit cards, and change funds during shifts.
  • Report any guest-related issues or system concerns to management.
  • Communicate effectively with incoming staff and document important information.
  • Notify maintenance of any repair needs.
  • Manage inquiries related to lost and found items.
  • Adhere to the uniform and appearance standards at all times.
  • Prepare daily financial deposits and reconcile discrepancies.
  • Develop weekly front desk schedules based on occupancy forecasts.
  • Provide guidance to Guest Service Representatives as needed.
  • Be prepared to cover shifts as required.
  • Comply with all policies outlined in the employee handbook.
  • Perform additional duties as assigned by management.


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