Guest Services Supervisor

2 weeks ago

Deerfield Beach, Florida, United States Crescent Services Full time

JOB SUMMARY: Oversee the daily functions of the Front Desk personnel to enhance revenue and profitability while ensuring exceptional guest satisfaction.
This role is a LEAD FRONT DESK AGENT position, requiring flexible AM and PM shift availability.

PRIMARY RESPONSIBILITIES:
Include, but are not limited to:

Minimum 6 months of prior experience with Marriott systems such as FSPMS, FOSSE, and/or MARSHA. Night Audit experience is a plus. Must be able to work a flexible schedule, including overnight shifts.

  • Conduct interviews, hire, train, evaluate performance, resolve issues, maintain open communication, and recommend disciplinary actions or terminations when necessary.
KEY FUNCTIONS:
1. Address guests' special requests, needs, concerns, and issues, accommodating groups to ensure high levels of guest satisfaction and repeat business.

  • Implement company initiatives and supervise daily Front Desk operations to adhere to SOPS and LSOPs, maximize revenue, and inspire team members to deliver superior service and hospitality to hotel guests.
  • Supervise Guest Service Agents.
  • Maintain composure and vigilance, particularly during emergencies or peak hotel activity, serving as a role model for clerks and other staff. Resolve customer issues and complaints through thorough investigation and effective solutions. Make informed decisions based on experience and sound judgment, adjusting approaches as necessary for unique situations.
Authorize revenue adjustments to resolve issues only after exploring alternative solutions.

  • Adhere to attendance policies and be consistently available for work.
  • Perform any other job-related tasks as assigned.

REQUIRED SKILLS AND QUALIFICATIONS:
Must possess the ability to communicate effectively in English.
Self-motivated with a calm demeanor.
Maintain a professional appearance and conduct at all times.
Ability to engage positively with guests.
Willingness to assist colleagues with their responsibilities and foster teamwork.

Capability to effectively manage interactions with both internal and external customers, some of whom may require high levels of patience, tact, and diplomacy to de-escalate situations and gather accurate information to resolve conflicts.

Basic math skills and proficiency in using a calculator for moderately complex calculations without error.

Ability to access and accurately input information using a moderately complex computer system.
Ability to stand, walk, and continuously perform duties behind the front desk. Ability to observe and identify signs of emergency situations.
Strong verbal and written communication skills, with the ability to prepare detailed reports on room availability and revenue generated.
Ability to establish and maintain effective working relationships with associates, customers, and patrons.

PERFORMANCE EXPECTATIONS:

Customer Satisfaction:
Our customers are our priority.
Positive interactions with Crescent staff are key to a rewarding guest experience.

It is crucial to maintain professionalism at all times, treating all guests and associates with courtesy and respect, regardless of the circumstances.

Every Crescent associate serves as a guest relations ambassador, every moment of every day.

WORK ETHIC:


To ensure a positive experience for both guests and associates, your work habits should consistently meet and strive to exceed hotel standards for procedures, attire, grooming, punctuality, and attendance.

Adaptability to changes in the work environment and hotel procedures is essential, along with a willingness to learn new skills or enhance existing ones. Ability to solve routine problems that arise on the job and seek assistance when uncertain about tasks is expected.


SAFETY & SECURITY:
The safety and security of our guests and associates is paramount at Crescent.

All associates must adhere to hotel security policies and procedures, particularly regarding key controls, lifting heavy items, handling chemicals, and effectively reporting safety hazards and concerns.


NOTE:


This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties.
Furthermore, the specific examples in each section are not intended to be all-inclusive.
Rather, they represent the typical elements and criteria considered necessary to perform the job successfully.
Other job-related duties may be assigned by the associate's supervisor.


This description is subject to change at the discretion of the Company and does not create an employment contract, implied or otherwise; each associate remains an 'at-will' employee.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities


The contractor will not discharge or discriminate against employees or applicants for inquiring about, discussing, or disclosing their own pay or the pay of another employee or applicant.

However, employees with access to compensation information as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals without access to that information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

41 CFR c)

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