Guest Services Supervisor

Guest Services Supervisor

The Guest Services Supervisor is responsible for overseeing daily front office and food and beverage operations, including guest reception, reservations, and telephone services, ensuring a high level of guest satisfaction. This role supports the Front Office Manager and supervises the front office team to maintain established service standards and operational efficiency.

The purpose of a Guest Services Supervisor is to assist the Guest Service Manager by overseeing the responsibilities of the Front Office staff ensuring that the guests are being serviced in a professional and competent manner.

Essential Duties and Responsibilities :

• Work with Guest Services Manager to train and monitor front office staff.
• Monitors Guest Service Scores daily and takes action to improve guest satisfaction through training, coaching and problem resolution.
• Communicates with the Engineering Department regarding any maintenance requests from the guests.
• Communicates with the Housekeeping Department regarding guest rooms and requests. Has complete working knowledge of software system, including all daily transactions and those which are not performed often.
• Has full understanding of software system and assists with reservations, and checking guests in and out of the hotel.
• Knows how and where to post all charges.
• Handles checks and credit cards received from the guests for payment of hotel charges.
• Knows all room rates.
• Assists the Guest Service Manager by handling special requests, group blocking and unusual circumstances.
• Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
• Performs any other duties as requested by supervisor.

Desired Competencies, Work Skills, and Knowledge :

High Quality of Work :

Acceptable Productivity Standards :

Excellent Customer Service Skills :

Initiative :

Accountability for their Job Performance :

Education and Experience Requirements :

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and / or training; or equivalent combination of education and experience.

Qualifications :

Supervisor Responsibilities :

Position will supervise front desk staff, in conjunction with the Guest Service Manager.

Work Environment :

The work environment normally entails the following :

Physical Demands :

The physical activity normally entails the following attributes.

Position is expected to :

Equal Employment Opportunity : Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.