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Guest Services Supervisor

2 months ago

Anaheim, California, United States Aimbridge Hospitality Full time

Job 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 focused on optimizing room revenue and occupancy rates.

Key Responsibilities

Qualifications:

  • Minimum of 2 to 3 years of progressive experience in the hospitality industry or a related field is required. A High School diploma or equivalent is necessary.
  • Relevant college coursework 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.
  • Must be capable of evaluating and selecting among alternative courses of action quickly and accurately.
  • 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.
  • Maintain composure and objectivity under pressure.
  • Effectively handle workplace problems, including anticipating, preventing, identifying, and resolving issues as necessary.
  • Ability to assimilate complex information from various sources and adjust as needed.
  • Effective listening skills to understand and clarify concerns raised by guests and colleagues.
  • Basic understanding of financial information and data, along with fundamental arithmetic skills.

Core Duties:

  • Engage with guests and associates in a friendly, service-oriented manner.
  • Maintain regular attendance in line with company standards as required by scheduling.
  • Uphold high standards of personal appearance and grooming, including wearing the appropriate uniform and name tag.
  • Adhere to company standards and regulations to promote safe and efficient hotel operations.
  • Exhibit a warm and friendly demeanor at all times.
  • Set the benchmark for guest relations at the front desk.
  • Gather all necessary information when processing room reservations.
  • Monitor all VIP and special guest requests.
  • Review the Front Office log and Trace File daily.
  • 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 all rates, packages, and promotions currently available.
  • Be knowledgeable about all in-house groups.
  • Be aware of all closed-out and restricted dates.
  • Follow and enforce all hotel credit policies.
  • Be capable of performing all duties of a Front Desk Agent.
  • Complete and ensure that proper reports, including bucket checks and housekeeping reports, are accurately done and filed.
  • Maintain proper operation of the PBX console, ensuring compliance with company standards.
  • Foster good communication and teamwork with fellow associates and other departments within the hotel.
  • Assist the General Manager in ensuring associates adhere to company standards.
  • Be knowledgeable of and assist in all emergency procedures as required.
  • Oversee and ensure that all guests are checked in and out in a friendly, efficient, and courteous manner.
  • Ensure that all tasks on the shift checklist are completed promptly and efficiently.
  • Guarantee that associates are consistently attentive, friendly, helpful, and courteous to all guests and fellow associates.
  • Maximize room revenue through effective Rooms Merchandising.
  • Respond to all guest inquiries in a timely and professional manner.
  • Participate in departmental meeting planning and execution.
  • Help maintain productivity levels at or above budgeted standards.
  • Perform any other duties as required by management.
  • Assist in the training of new hires and current associates regularly.
  • Attend meetings as required by management.

Company Overview

Aimbridge Hospitality is a global leader in third-party hotel management, representing over 1,550 hotels across all 50 states and 22 countries. Our diverse portfolio includes top international lodging brands, luxury hotels, destination resorts, and lifestyle hotels. Our associates are dedicated to providing exceptional service to our guests and achieving outstanding results, thriving in a culture that inspires everyone to excel.

Benefits

Full-time positions are eligible for a competitive benefits package that includes:

  • Medical, Dental, and Vision Coverage
  • Short-Term and Long-Term Disability Income
  • Term Life and AD&D Insurance
  • Paid Time Off
  • Employee Assistance Program
  • 401k Retirement Plan