Job Summary

Guest Experience Supervisor is responsible for ensuring the successful operation of the Front Office, Valet, Concierge, Bell, Retail, Night Audit, Room Service, and PBX services in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue, occupancy, and efficient operations of staff. Primary duties must consist of administrative, executive, or professional tasks more than 50 percent of the time and job duties must also involve the use of discretion and independent judgement more than 50 percent of the time.

Education & Experience

• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.
• Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
• Must have a valid driver’s license from the applicable state.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.

Job Duties & Functions

• Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Guest Services personnel according to HCW Hospitality S.O.P.'s.
• Ensure compliance to brand and company training, using the steps to effective training according to HCW Hospitality standards.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report and maintain close observation of daily house count.
• Supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
• Participate in required M.O.D. program as scheduled.
• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain HCW Hospitality S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• 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 HCW Hospitality S.O.P.'s in its use.
• Monitor the process of taking reservations ensuring that HCW Hospitality courtesy and up selling techniques are maintained.
• Greet and welcome all guests approaching the Front Desk in accordance with HCW Hospitality S.O.P.'s.
• Ensure implementation of all HCW Hospitality policies and house rules.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Coordinate all aspects of the ongoing implementation of the HCW Hospitality philosophy of service.
• Ensure correct and accurate cash handling at the Front Desk.
• Attend monthly all-employee team meetings and any other functions required by management.
• Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to HCW Hospitality standards.
• Obtain all necessary information when taking room reservations.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all rates, packages and promotions currently underway.
• Follow and enforce all HCW Hospitality hotel credit policies.
• Process and handle guest laundry (property specific).
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Ensure participation within department for monthly HCW team meeting.
• Focus the Guest Services Department on their role in contributing to the guest service scores.
• Monitor all V.I.P.'s, special guests, and Caesars Rewards Diamond and 7 Star tiers and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office log book and Guest Request log on a daily basis.
• Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
• Be familiar with all corporate sponsored programs such as airline mileage, Caesars Reward programs, and the standards and procedures for each.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Conduct meetings according to HCW Hospitality standards as required by management.
• Communication and collaboration with Engineering, Housekeeping, Revenue Management, Sales teams.
• Successful management of Valet Parking Services