Guest Service Supervisor

TITLE: Guest Service Supervisor

DEPARTMENT: Front Office

REPORTS TO: Operations Manager

SUMMARY

Supervises front office staff ensuring an efficient operation producing excellent results for our customers. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. 

ESSENTIAL RESPONSIBILITIES

• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests. 
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation. 
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. 
• Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest. 
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records. 
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue. 
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone. 
• Operates the hotel equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests. 
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy. 
• Maintains a friendly, cheerful and courteous demeanor at all times. 

OTHER RESPONSIBILITIES

• All other duties as assigned, requested, or deemed necessary by leadership.

SUPERVISORY DUTIES 

5+ associates

BEHAVIORAL FOCUS

At G Lodging, our core values which provide a guide for our decisions are:  

• Do the Right Thing: demonstrate empathy, honor and integrity in all that we do.  
• Think We, not Me: Together as a team we reach new heights in our work and community.
• Be Your Best Self: We are engaged, move with purpose, and serve with enthusiasm.
• Think Like a Guest, Act Like an Owner: Anticipate the needs of our guests and value our properties.

CORE COMPETENCIES

Drawn from our core values, each competency is built upon a set of basic behaviors that are shared by all associate, regardless of role which include: 

Integrity and Respect

Communication

Innovation

Teamwork and Relationships

Hospitality

Job Excellence

Education/Formal Training

High School diploma or equivalent

Experience

1 or more full years employment experience in a related position with this company or other organization. 

Knowledge/Skills

• Requires supervision/management skills.
• Be able to deal with guest escalation issues while working independently.
• Requires understanding of all hotel front office procedures.
• Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
• Must have high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems. 
• Must have experience in dealing directly with the public and acquired general knowledge of basic customer service skills. 
• Ability to communicate information and hotel services to management and guests. 
• Must be able to read written communiques and monochrome computer screens. 
• Must be able to operate computer, calculator, and telephone keyboards, for cash handling and paperwork processing.
• Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations. 
• Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing.
• Mobility - must be able to reach all areas of the hotel to assist clients.
• Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.

Environment

Prolonged standing at indoor, thermostatically climate-controlled workstation under fluorescent lighting. Work inside 95% of the time.