Guest Service Supervisor

Job Description

Job Description

As Guest Service Supervisor , you will be responsible for supervising the guest service team, ensuring that quality standards are met and that optimum service is provided.  This position is that of a working manager, where time is split between team member training and supervision, as well as filling in for regular front desk shifts, as needed.  If you are service-oriented and have a talent for leading and motivating a team, this may be just the job for you!

RESPONSIBILITIES

• Assigns duties to front office staff and observes performance to ensure adherence to hotel policies and established operating procedures.  Answers questions as they arise.
• Assists with guest service team member training, including safety training.
• Maintains accurate records including cash flow sheets, registration cards, direct bills, credit cards, and all other sensitive documents.
• Completes daily managers’ report which sums up the day – how many arrivals, departures, guest issues, guest satisfaction scores, standard of the week, etc.
• Takes on projects as assigned by the Front Office Manager and completes them by due date.
• Receives, assists and helps resolve guest complaints and team member issues.
• Provides input to the Front Office Manager on staff meeting topics; assists with leading the meetings.
• Assists with human resources functions of guest service department by engaging and motivating team members and focusing on team member development and retention.
• Observes guest service team members and provides mentoring, coaching and regular feedback to help manage conflict, improve team member performance and recognize exceptional performance.
• Assists with onboarding, culture training and ongoing development of each department team member, with a focus on team member satisfaction, productivity, and guest satisfaction.
• Performs functions of the Front Office Manager in their absence.

QUALIFICATIONS

BENEFITS