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Guest Services Supervisor

2 months ago

Atlantic City, New Jersey, United States Showboat Hotel & Island Waterpark Full time
Job Overview

Position Summary: The Front Office Manager is tasked with managing the daily functions of the front desk. This position guarantees that all visitors receive exceptional service and that their requirements are addressed swiftly and effectively. The Front Office Manager will guide, train, and inspire the guest services team to uphold a superior level of hospitality, fostering a warm and unforgettable atmosphere for our patrons.

Core Responsibilities:

Guest Service Excellence:

  • Maintain exemplary standards of guest service at all times.
  • Address guest complaints, inquiries, and requests in a timely and professional manner.
  • Supervise guest check-in and check-out procedures, ensuring a seamless experience.
  • Evaluate guest feedback and implement strategies for ongoing enhancement.

Team Development:

  • Recruit, train, and oversee guest services personnel, including front desk staff.
  • Conduct regular performance assessments and provide constructive feedback.
  • Encourage a positive and cooperative team atmosphere.
  • Design and execute training initiatives to improve team skills and knowledge.

Operational Management:

  • Oversee daily operations of the front desk and guest services departments.
  • Ensure adherence to hotel policies, procedures, and standards.
  • Manage scheduling, payroll, and budgetary considerations for the guest services division.
  • Collaborate with other departments to guarantee smooth service delivery.

Guest Engagement:

  • Establish strong connections with guests, understanding their needs and preferences.
  • Proactively anticipate and address guest needs and potential challenges.
  • Maintain a visible presence in the lobby and public areas to engage with guests.
  • Organize and take part in special guest events and activities.

Administrative Responsibilities:

  • Prepare and review reports related to guest services performance and satisfaction.
  • Oversee inventory and procurement of supplies for the front desk.
  • Ensure accurate and timely record-keeping and billing processes.
  • Assist in the formulation and execution of marketing and promotional initiatives.

Qualifications:

  • Bachelor's degree in Hospitality Management, Business Administration, or a related discipline preferred.
  • 3-5 years of experience in a guest services or front desk supervisory capacity within a hotel or resort environment.
  • Strong leadership and team management capabilities.
  • Excellent communication and interpersonal skills.
  • Outstanding problem-solving and conflict resolution abilities.
  • Proficiency in hotel management software and Microsoft Office Suite.
  • Willingness to work flexible hours, including evenings, weekends, and holidays.