Guest Services Supervisor

The Study at University of Chicago is currently seeking a Guest Service Supervisor, to provide genuine hospitality and the highest quality of service to our guests. This position organizes, confirms, processes, and conducts all guest check-ins/outs, room reservations, requests and inquiries. Under the direction of the Guest Service Manager, the Guest Service Supervisor is responsible for the daily operation of the Front Desk and Living Room.

Our caring and attentive associates reinforce our principal belief that guest service is our highest priority. We have opportunities for energetic, service-oriented individuals who are experienced in providing efficient service and memorable experiences.

Salary Range: $23.50/hr.

Responsibilities

• Have full understanding of job duties within all front desk roles - i.e. Guest Service Agent, Night Audit, Valet and Reservationists.

• Ensure adherence to hotel policies, procedures, and standards.

• Ensure efficient and accurate check-in/check-out procedures.

• Ensure exceptional guest experiences by addressing guest inquiries, concerns, and requests in a timely and professional manner.

• Have full understanding of software systems, procedures and daily tasks.

• Assist with handling reservations and managing overbookings or special requests.

• Regularly calculates and/or posts charges, receipts, cash payments and other forms of credit using accurate, proper cash handling methods.

• Manage guest check-ins/outs, handle inquiries, complaints, and special requests, ensuring positive interactions.

• Perform weekly script audit and provide feedback.

• Provides a safe work environment by following all safety and security procedures and rules.

• Prepare and submit daily reports on guest arrivals, departures, and special requests. Ensure all necessary documentation is completed and filed according to hotel procedures.

• Answer inquiries and accept reservations, both in person and by telephone, by accurately communicating hotel rates.

• Coordinate with all departments of the hotel to manage guest requests, as well as answer general guest inquiries about the hotel and the surrounding area.

• Provide training to new front desk staff and assist with ongoing staff development.

• Ability to make reasonable and professional decisions.

• Accurately manage cash drawer and credit card system.

• Communicate pertinent shift information to the next shift and direct supervisor.

• Assist and guide the front office staff through their daily duties and responsibilities.

• Use proper telephone and reservation etiquette including describing the hotel, proper rate quotation and capturing reservations. Operate phone system in, at times, a fast-paced environment.

Fundamentals

• Ability to maintain a friendly, cheerful and courteous demeanor at all times.

• Education: High school diploma or general education degree (GED).

• Experience: 1 year within a customer-facing role.

• Must possess a valid driver’s license and a clear motor vehicle record.

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.

• Intermediate computer skills. Working knowledge of Microsoft Outlook, Word and Excel.

• Flexibility to work any shift including evenings, weekends, overnights and holidays.

• Excellent verbal and written interpersonal communication skills.

• Proficiency in English required. A second language is desirable.

• Strong organizational skills including follow-up, time management, ability to multi-task and manage multiple priorities in a fast-paced environment.

• Ability to positively communicate and interact with all hotel departments.

• Ability to grasp, lift and or carry, or otherwise, move goods weighing a maximum of 50 lbs.

• Ability to stand for long periods of time indoors with a thematically climate-controlled workstation.

• EOE AA- Minorities/Females/Vet/Disability/Gender Identity/Sexual Orientation.

• Study Hotels is a drug-free workplace. Pre-employment drug test and background check required.

About Us

The Study at University of Chicago, the third property of the Study Hotels brand, is located on the Midway Plaisance of the University of Chicago in Chicago, Illinois.

The 167-room hotel features areas of discovery and connection placed throughout for purposeful guest interaction, including custom writing desks complete with postcards to encourage guests to connect with family and friends' postage free. Guest rooms and public spaces are designed around a bright, uplifting palette, reflective of contemporary residential living.

Eligible full-time team members are offered a comprehensive benefits package including medical, dental, vision, life and disability insurances, paid time off, and paid holidays.

Study Hotels is an Equal Opportunity Employer and does not discriminate based on age, race, religion, disability, nationality, sex, sexual orientation, or any other category protected by federal, state, or local law.

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