Guest Services Supervisor

Position Summary :

Primarily supervises front desk agents to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.

Essential Duties & Responsibilities:

Maintain a friendly and warm demeanor at all times. Set the standard for guest relations at the Front Desk. Obtain all necessary information when taking room reservations. Monitor all V.I.P. and special guest requests. Fully comprehend and execute all relevant phases of the front desk computer system. Ensure logging and delivery of all messages, packages and mail in a timely and professional manner. Be aware of all rate packages and promotions currently in effect. Be familiar with all in-house groups. Be aware of all black out and restricted dates. Be able to perform all duties of Front Desk Agent. Have knowledge of and assist in all emergency procedures as required. Oversee and ensure that all guests are checked in/out in a friendly efficient and courteous manner. Be able to perform complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner. Answer all guest inquiries in a timely and professional nature. Be involved in departmental meeting planning and execution. Help maintain productivity levels at or above budgeted standards. Assist in training of new hires and current associates on a regular basis. Supervise daily shift process ensuring all team members adhere to standard operating procedures. Resolve guest issues, complaints, problems in a quick, efficient manner to maintain a high level of satisfaction and quality service. Adhere to Brand standards and company policies. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Performs other duties as assigned.

Knowledge and Skills Required:

High School Education and relevant hotel experience Must be able to work well in stressful high pressure situations including ability to handle guest objections and disputes to satisfactory results. Must be able to show initiative in job performance including anticipating what needs to be done before it becomes a necessity.