Guest Services Supervisor

The Guest Services Supervisor is responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.  To ensure a positively memorable experience is had by guests through exceptional quality and service.

Position Responsibilities: 

•    Supervise and monitor activities of all employees in the Guest Service department making sure they adhere to the rules of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
•    Maintain a professional and high quality service oriented environment at all times.
•    Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
•    Keep daily records of room availability and rates. Set the house (balance and assigns rooms) daily.
•    Block rooms for VIPs and IMG frequency guests.
•    Inform all Guest Service staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check guest request log, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.
•    Take full responsibility for Scheduling and Payroll of the department.
•    Take full responsibility for managing operating expenses and purchasing for the department
•    Supervise Upsell program at the Front Office and work as part of the Revenue Management team to maximize revenue for the hotel.
•    Work closely with the Housekeeping Department to ensure guest rooms are ready in a timely manner and set up the house for the day’s reservations.
•    Hold monthly department meetings keeping staff informed of all activities in the hotel, reinforcing rules of excellence and promoting a strong team atmosphere and culture.
•    Be aware and able to enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training. Ensure staff is fully trained in emergency procedures. This position is a member of the hotel’s safety committee. Approach all encounters with guests and employees in a friendly, service oriented manner.
•    Must be attentive, friendly, helpful and courteous to all guests, managers and other employees.
•    Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system including check-in, check-out and reservation process.
•    Greet, register and assign rooms to guests. Be sure to issue room keys to guest or bell staff without announcing room numbers verbally.
•    Answer guest inquires about hotel service, facilities, hours of operation, restaurants, transportation and entertainment.
•    Knowledge of all rates, packages and special promotions.
•    Be familiar with all in house groups. Be aware of closed out and restricted dates.
•    Maintain confidentiality of guest and proprietary information, protecting company assets.
•    Handles guest challenges in a friendly and courteous manner
•    Answers all phone calls in a friendly and courteous manner.
•    Comply with all Legacy Hotel and IMG credit policies.
•    Handle requests for information, mail and messages in an efficient and courteous manner.
•    Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
•    Maintain regular attendance in compliance with Legacy Hotel and IMG standards, as required by scheduling which will vary according to the needs of the hotel.
•    Establish and maintain good communications and team work with fellow employees and other departments within the hotel.
•    Have knowledge of and assist in emergency procedures as required.
•    Ensure logging and delivery of packages, mail and messages as needed to guests and meeting rooms.
•    Use proper two-way radio etiquette at all times when communicating with other employees.
•    Assist other departments when needed to ensure world class service to guests.
•    Adhering to all company policies, procedures and business ethic codes
•    Attend meetings as required by management.
•    Perform any other duties as requested by management.

Knowledge, Skills, & Abilities

•    Experience with hotel front office systems and Opera a plus.
•    High School diploma or equivalent required.
•    Flexible and long hours sometimes required.
•    Ability to lift and move objects weighing 20 lbs. or more
•    Ability to stand for entire shift.
•    Must be able to convey information and ideas clearly.
•    Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
•    Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
•    Must be able to work with and understand financial information and data, and basic arithmetic functions.
•    Must have a positive attitude and have a team mindset.
•    Ability to work all shifts, including weekends, evenings, and holidays.