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Guest Services Supervisor

2 months ago

Prescott, Arizona, United States Residence Inn by Marriott, Prescott Full time
Job Overview

As the Guest Services Supervisor, you will leverage your outstanding customer service abilities to guarantee that our visitors enjoy a remarkable and pleasant stay at our establishment. Your adept problem-solving and decision-making capabilities will be crucial in addressing guest concerns and resolving issues promptly and professionally. Furthermore, your capacity to exercise sound judgment and identify solutions in a dynamic environment will be vital in ensuring a flawless guest experience. Your exceptional communication and interpersonal skills will also play a significant role in overseeing and mentoring front desk personnel to deliver top-notch guest service.

Key Responsibilities

PRIMARY DUTIES:

  • Oversee daily operations at the front desk and collaborate with Sales, Reservations, Accounting, and other departments to ensure seamless service delivery and high-quality hospitality.
  • Manage front office staff, providing empowerment, coaching, and guidance, while addressing issues, facilitating open communication, and recommending disciplinary actions when necessary.
  • Address customer grievances, proactively identifying potential issues by monitoring complaints, operational challenges, business flow, and team performance to maintain high levels of guest satisfaction.
  • Keep precise records of guest details and room availability, balancing inventory to optimize occupancy and profitability.
  • Inspire the front office team to uphold a high standard of service for all guests.
  • Ensure compliance with pricing policies and internal auditing procedures on a daily basis.
  • Guarantee that all front office team members present themselves well (uniforms, personal hygiene, etc.) and are punctual.
  • Possess a comprehensive understanding of all systems and operational procedures.
  • Drive financial performance through upselling, room revenue management, operational audits, training, sales lead optimization, and budget oversight.

SECONDARY DUTIES:

  • Maintain a clean and organized workplace.
  • Ensure team members complete all required onboarding and ongoing training.
  • Review guest satisfaction metrics, feedback, and online reviews.
  • Engage in special projects and additional responsibilities as assigned.
Qualifications

MINIMUM REQUIREMENTS:

  • High School diploma or equivalent; Associate's or Bachelor's degree preferred.
  • 2+ years of experience in front desk or guest services.
  • Previous supervisory experience is highly desirable.
  • Exceptional communication and customer service skills.
  • Proficiency in basic computer applications, including MS Office.
  • Strong analytical and decision-making abilities.
Physical Requirements

PHYSICAL DEMANDS:

  • Ability to stand for extended periods.
  • Occasional lifting of up to 15 lbs.
  • Frequent viewing of computer screens for guest registration.