Guest Services Lead

2 weeks ago


Santa Monica, California, United States Sand & Sea Full time
Job Overview

Starting compensation is $23.00 per hour

$23.50 per hour after successful completion of the initial training period.

Full-time employment benefits include:

  • Paid Time-Off (PTO)
  • Holiday Compensation
  • Medical, Dental, and Vision insurance options
  • Life Insurance (provided by employer)

Additional benefits for all employees:

  • Sick Leave (up to 72 hours per calendar year)
  • 401k plan option with employer matching up to 5% of eligible income
  • On-site parking availability
  • Reimbursement for public transportation costs
  • Incentives for alternative commuting methods such as walking, biking, or carpooling

POSITION SUMMARY

PROPERTY:

Sand & Sea

POSITION TITLE:

Guest Services Supervisor

DEPARTMENT:

Guest Services

EMPLOYMENT STATUS:

Non-Exempt, Full Time, Regular

REPORTS TO:

Front Office Manager and Assistant Front Office Manager

SUPERVISES:

Other Guest Services personnel, as assigned.

The Guest Services Supervisor plays a crucial role in overseeing front desk operations, ensuring that staff provide exceptional service to guests during their check-in and check-out processes. This position is essential in maintaining high standards of guest satisfaction and financial performance.

KEY RESPONSIBILITIES:

  • Welcome guests and facilitate the check-in process, which includes entering and retrieving information from the system, confirming guest details and rates, selecting rooms, coding electronic keys, promoting marketing initiatives, and ensuring guests are informed about their accommodations.
  • Assist guests during check-out, ensuring accurate billing for rooms and services, handling payments, processing credit and debit transactions, and providing change as necessary.
  • Exhibit comprehensive knowledge of hotel offerings, including room types, rates, packages, promotions, and local attractions, to effectively address guest inquiries.
  • Utilize upselling techniques to enhance hotel service offerings and optimize room occupancy.
  • Address guest requests and concerns promptly and courteously, ensuring issues are resolved efficiently.
  • Manage guest complaints by conducting thorough investigations and negotiating satisfactory solutions.
  • Support training initiatives as directed by the Front Office Manager and Assistant Front Office Manager.
  • Provide ongoing feedback regarding the performance of Guest Services staff and assist in onboarding new team members to established standards.
  • Collaborate with management on staff performance matters as necessary.
  • Offer formal and informal coaching to Guest Services staff in alignment with company policies and procedures.
  • May coordinate and oversee the work activities of Front Desk Agents when requested by management.

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