Summary The primary function of the Guest Services Supervisor is to ensure the smooth operation of the Front Desk, carrying out the directions of the Front Office Manager.

Qualifications

To perform the job successfully, an individual must be able to adhere to each of the essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill and ability necessary to do so. Reasonable accommodations may be made to ensure individuals with disabilities are able to perform the essential functions.

Essential Duties and Responsibilities

• Supervise and ensure completion of all duties of Front Desk Agents.
• Maintain key control and Front Desk logbook.
• Review PMS inventory and House Count for availability and rates.

• Knowledgeable in OnQ PMS System.
• Ensure departures are done and stay overs are communicated to HK timely.
• Serve as Manager On Duty.
• Sign the closing shift report of all the agents on the shift and leave it for the NA packet.
• Ensure all transactions done by the agents are correct. Fix any discrepancies or report to the FOM and NA supervisor.
• Ensure PBX is answering and transferring calls in accordance with hotel standards.
• Attend mandatory meetings and hotel functions.
• Comply with all company standards and policies, as established in the employee handbook.
• Ensure the shift recap report is sent out to all the executive team before leaving the desk.
• Other duties as required.

• Maintain and market special guest programs.
• Balance bank daily.
• Coordinate emergency procedures.

• Complete daily shift checklist.
• Complete and print all required daily reports, records and logs as necessary.
• Ensure to sell and identify potential future business upon check in.
• Relocate guests to nearby hotels as necessary.
• Verify daily rate and availability.
• Handle all administrative tasks as directed by Management.
• Assist in scheduling Associates' shifts and lunch breaks.
• Brief Management at the end of all shifts.
• Supervise and ensure the completion of all duties of all Guest Service Agents.
• Ensure to follow through on all issues and discrepancies as pertaining to Guest Services.

POSITION REQUIREMENTS

Must have a minimum of 1-2 years Guest Services experience, hotel setting strongly preferred. Strong proficiency in solicitation and prospecting. Thorough knowledge of service flow and capabilities in all front office areas.

Job Qualifications:

Education

Bachelor's Degree in Business, Management, Marketing or related field

Experience

Minimum 1-2 years Front Office Experience, OR, an equivalent combination of education and experience.