Guest Services Supervisor

2 weeks ago


Chicago, Illinois, United States Aimbridge Hospitality Full time

Position Overview

The Guest Services Supervisor is tasked with overseeing the daily operations of the Front Office, ensuring that all guests receive attentive, friendly, and efficient service throughout their stay. This role is crucial in maximizing room revenue and occupancy while maintaining high standards of hospitality.

Key Responsibilities

Qualifications:

  • Minimum of 5 years of progressive experience in hospitality or a related field; alternatively, a 2-year college degree with 3 years of relevant experience, or a 4-year degree with at least 1 year of related experience.
  • Previous supervisory experience is essential.
  • Proficiency in Windows operating systems, including company-approved spreadsheets and word processing software.
  • A valid driver's license from the applicable state is required.
  • Ability to communicate information and ideas clearly and effectively.
  • Quick and accurate evaluation of alternative courses of action is necessary.
  • Ability to maintain composure in high-pressure situations.
  • Proficient in problem-solving and anticipating issues before they arise.
  • Strong listening skills to understand and clarify concerns from guests and team members.
  • Ability to work with financial data and perform basic arithmetic functions.

Responsibilities:

  • Address all guest inquiries, concerns, and complaints at the Front Desk or through Reservations with courtesy and efficiency, ensuring guest satisfaction.
  • Inspire, coach, and manage Front Desk staff in accordance with company standards.
  • Ensure adherence to brand and company training protocols.
  • Conduct interviews and follow the hiring process for Front Desk personnel.
  • Perform regular performance evaluations for Front Desk employees.
  • Enhance employee morale and facilitate training for Front Desk staff.
  • Optimize room revenue and occupancy by reviewing daily status and analyzing rate efficiency.
  • Participate in required meetings and provide necessary documentation for decision-making.
  • Supervise the Night Audit process and ensure accuracy in reporting.
  • Develop and maintain professional relationships with all departments to promote effective communication.
  • Manage cash handling procedures at the Front Desk, ensuring accuracy and compliance with company policies.
  • Monitor and maintain 'Lost and Found' procedures and ensure proper key control.
  • Conduct meetings and training sessions in line with company standards.

Company Overview

Aimbridge Hospitality is a leading global hotel management company, with a diverse portfolio of over 1,550 hotels across 50 states and 22 countries. Our team is dedicated to delivering exceptional service and achieving outstanding results, fostering a culture of excellence.

Benefits

Full-time employees are eligible for a comprehensive benefits package, including:

  • 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


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