Guest Service Supervisor

Directs Guest Service Agents in exceptionally friendly, professional and seamless reception, registration, rooming and account settlement for all hotel guests

Supervises all Guest Service Agents, Valets and Communication personnel

Oversees the satisfaction of all guest requests and the resolution of all complaints received by the Guest Services Team

Interacts frequently with guests to ensure total satisfaction with hotel services and any problem resolution follow-up as needed

Maintains all guest experience tools and communication including oversight of guest comment cards, on-line reviews and responses.

Works with Guest Services Manager to determine daily rooms rates based on occupancy and revenue goals

Follows up on all no-shows and walked guests

Coordinates and ensures completion of all scheduled room changes

Communicates all pre-blocked rooms and special requests to Housekeeping

Prints Credit Check Report, taking necessary action to obtain additional credit approvals and/or payments on guest accounts

Prints nightly Room Revenue Report for all in-house guests to ensure accuracy of rates prior to system posting of room and tax and to check statistical (market segment) coding

Prints all required back-up reports on a timely basis Monitors status of all due-out rooms

Ensures efficient processing of all Mini bar and overnight parking postings

Reconciles all room status discrepancies with Housekeeping department on a timely basis

Coordinates Front Desk preparation for all sold-out nights

Assists in investigating all cashier overages or shortages as reported by the Controller

Evaluates department operations and recommends changes to improve department efficiency, effectiveness and guest satisfaction

Maintains accurate department attendance records

Monitors daily time edits to insure accuracy and monitor overtime

Assists the Guest Services Manager in setting goals for the department

Assists with Scheduling and Monthly Front Office meetings

Provides ongoing training for all Front Desk, Reservations, and Communications personnel

Ensures adherence to all cashier and credit policies

Ensures timely delivery of all faxes and packages to hotel guests

Oversees the hotel in absence of senior management.

Communicates all pertinent information to senior management in a timely manner

Inspects guest rooms when needed.

Maintains excellent condition of lobby and Front Desk area.

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Develop your talent through learning programs by Academy Accor.

Opportunity to grow within your property and across the world!

Ability to contribute to local community and make a difference through our Corporate Social Responsibility activities, like Planet 21.

Work with integrity, confidentiality and discretion

Work in a safe, prudent and highly organized manor

Superior oral, written and computer skills

Guide and monitor business ethics and good business practice

Conduct self in a most professional manner at all times to reflect the hotel standards

Highly organized and has the ability to plan multiple activities and meet deadlines with the ability to maintain a positive and professional demeanor at all times

Available to cross train as directed

TEAMWORK

Maintain a good working relationship with other associates by promoting teamwork and fostering a harmonious working climate

Partake in a positive work ethic and surrounding environment

STANDARDS

Able to work alone without direct supervision

Demonstrate high degree of drive and determination

Constantly recommend service and product improvement to better the operation

Keep the work area clean and tidy at all times

Attend all required meetings

Follow proper payroll and uniform procedures

Properly handle and report associate and guest accidents

Maintain complete knowledge of and comply with all departmental policies/service procedures/standards

Assist with responsibilities and duties in other departments and as assigned by management

Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel

EDUCATIONAL REQUIREMENTS

4 year college degree preferred

A minimum of 2 years Hotel Supervisor experience

Must be proficient in Word, Excel and other applicable computer systems

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