You are the "Ringleader" and the right hand of the Guest Services Manager. You are responsible for assisting the manager in the three main guest contact areas in the hotel to ensure effective operation of the Front Office, Concierge and Uniformed Services, in an attentive, friendly, efficient and courteous manner. You make sure team members provide all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

As Guest Services Supervisor, you will:

Respond to all guest requests, problems, complaints, and/or accidents presented through reservations, comment cards, letters, and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.

Motivate, coach, counsel and discipline personnel according to service S.O.P.’s.

Prepare and conduct all Guest Services interviews and follow hiring procedures according to S.O.P.’s.

Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.

Ensure that no-show revenue is maximized through consistent and accurate billing.

Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.

Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.

Monitor proper operation of the P.B.X. console and ensure that employees maintain service S.O.P.’s in its use.

Maintain constant communication with Housekeeping, Reservations, and Accounting.

Manage and organize large turn days (including group check-in or check-outs).

Monitor and support brand Guest Recognition Program.

Maintain safety deposit boxes according to S.O.P.

Monitor out-of-order, out-of-service, discrepant and show rooms.

Manage sell-out opportunities; review arrivals report check on rooms inventory, control guest relocation according to S.O.P.

Block special requests as needed: VIPs, special needs rooms, connecting, etc.

Ensure that an accurate bucket check is completed nightly.

Perform other duties as requested by management.

Fundamental Requirements

One year prior experience as a Guest Services Agent is required and other experience in guest service area is helpful. To be successful, you will need basic English communication skills and a high school diploma or the equivalent. This job requires standing and walking the majority of the time, regularly bending, pushing, pulling, carrying, and the ability to perform repetitive motions for the entire shift. This job requires you to be able to push, pull, or lift a minimum of 20lbs.

The Guest Services Supervisor is responsible for assisting the Guest Services Manager while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.