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Guest Services Supervisor

2 months ago

Memphis, Tennessee, United States Crestline Hotels & Resorts Full time

Guest Services Supervisor

Overview

The Guest Services Supervisor will play a pivotal role in the planning, direction, coordination, and execution of all activities and personnel within the guest services departments, including the front desk, bell services, and concierge (if applicable). This position is accountable for ensuring that all guest service operations are conducted with professionalism, adhering to established standards, and delivering the highest level of service.

The Guest Services Supervisor will effectively lead, train, coach, motivate, engage, and provide constructive feedback to the guest services staff on a daily basis. In the absence of a Guest Services Manager, this role will assume those responsibilities.

Key Duties & Responsibilities

  • Provide leadership and mentorship to the hotel's guest services employees.
  • Maintain comprehensive knowledge of all guest services department policies and service procedures.
  • Possess complete knowledge of: a) all hotel features and services b) all room types, rates, special packages, and promotions c) daily arrivals, departures, and room availability d) scheduled in-house group activities.
  • Conduct daily inspections of guest services areas, addressing any organizational deficiencies with designated personnel, including staffing levels, appearance, and operational cleanliness.
  • Review and respond to daily operational demands related to the hotel.
  • Prepare financial and payroll forecasts on a weekly, monthly, quarterly, and yearly basis.
  • Monitor and address guest feedback and comments.
  • Ensure the security of public areas within the hotel.
  • Establish par levels for supplies and equipment.
  • Evaluate the effectiveness of departmental staffing guides.
  • Provide training, development, and positive support for all department employees to ensure qualitative standards and growth.
  • Oversee the interviewing and selection process for all departmental positions to maintain consistency and quality.
  • Create and uphold a professional and quality work environment.
  • Administer performance evaluations for all departmental employees.
  • Anticipate and respond promptly to the needs of guests and employees.
  • Promote positive guest relations at all times.
  • Conduct pre-shift meetings to review pertinent information for the day's business.
  • Facilitate departmental strategic planning meetings.

Education and Experience

A High School Diploma or General Education Degree (GED) is required, along with two years of experience in Rooms Division management. Proficiency in computer skills is necessary, with familiarity in Microsoft Office preferred. Experience with hotel information systems is essential.

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, or disability status.

Service Commitment

Service to others is a fundamental principle in the hotel and lodging industry. Employees have the unique opportunity to assist, advise, and provide services to guests, addressing public needs and supporting community members in ways that many other careers do not offer. The hotel and lodging industry is dedicated to attracting, retaining, and educating individuals for lifelong careers, partnering with community organizations to recruit local talent, providing professional development workshops and apprenticeships, and awarding academic scholarships annually.