Scope of Position:
The Guest Services Supervisor is responsible for ensuring the operation of the Front Office, Concierge, and Bell Services, PBX and night audit in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. Maintains an active supervisory role in respects to all front office departments

Position Responsibilities and Qualifications:
Education & Experience:

• High School Diploma or GED certification and equivalent work experience required.
• Certification preferred: Certification as required by franchise.
• Alcohol certification required.
• Minimum 2 years of hotel front desk experience required. 
  Previous Supervisory experience in a hotel desired
• Proven financial knowledge and solid computer skills required.
• Valid driver’s license from the applicable state and MVR in good standing.

Physical Demands: 

• Long hours sometimes required, including nights and weekends.
• Light work-Exerting up to 50 pounds of force occasionally, and /or 20 pounds of force frequently
• or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand for long hours at a time, sometimes for entire shift.
• As MOD, ability to move quickly to various departments on property.

Required Competencies

• Must be able to convey information and ideas clearly, both oral and written.
• Must work well in stressful, high-pressure situations, particular with upset guests or staff members.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.
• Must have the ability to assimilate complex information, data, etc. from disparate sources and consider adjust or modify to meet the constraints of a particular need.
• Must be able to prioritize departmental functions to meet due dates and deadlines.
• Must be able to work with and understand financial information and data, and basic arithmetic function.

Responsibilities may include any and all of the following: 

• Approach all encounters with guests and team members in a friendly, service-oriented manner.
• Regular attendance is required in compliance with Prism standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes proper dress and correct nametag when working.
• Comply at all times with Prism standards and regulations to encourage safe and efficient hotel operations.
• Must, at all times, be attentive, friendly, helpful and courteous to all guests, managers, and other team members.
• Schedule guest service agents, bell staff and telephone services, as applicable. Assist Front of the House Operations Manager with performance reviews, training and development of staff to achieve hotel service quality standards.
• Supervise and participate in guest registration and check out procedures.
• Motivate staff and establish a productive working environment for hotel. 
• Achieve budgeted revenues and expenses and maximize profitability related to the rooms department.
• Assist Revenue and Sales management with the implementation and execution of programs to ensure that the hotel’s room occupancy and Average Daily Rate objectives are met.
• Analyze and generate reports and communicate information to team members and appropriate departments.
• Assemble, track and interpret financial and operational plans for the rooms department, to include the annual hotel budget.
• Have full knowledgeable of hotel property, amenities, area attractions and transportation options.
• Maintain correct procedures for hotel accounting, credit control and handling of financial transactions.
• Maintain procedures for security of monies, guest security.
• Knowledge of all emergency procedures.
• Strive to increase the level of guest satisfaction by sharing all guest service data provided by the brand on a consistent basis. Set goals for improvement of low scoring items.
• Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follow up to ensure guest satisfaction.
• Assist in the recruitment of staff using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).
• Conduct training classes regarding safety, security, department procedures and service guidelines.
• Comply with wage and hour laws. .
• Motivate, coach, counsel and discipline all team members according to Prism standards.
• Develop team member morale and ensure all team members are fully trained.
• Maximize room revenue and occupancy by reviewing status daily. Analyze variances, monitor credit report and maintain close observation of daily house count.
• Review Guest Service staff’s time punches and submit to accounting in a timely basis.
• Prepare team member schedules according to business forecast, payroll budget guidelines and productivity requirements.
• Perform all jobs within the Front Desk, Bell Staff, and PBX Departments, when needed.
• Work closely with accounting on follow-up items, i.e. returned checks, rejected credit cards, team member discrepancies, etc.
• Operate all aspects of the front office system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that team members maintain Prism SOP’s for its use.
• Assist in preparation of revenue and occupancy forecasts.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Maintain constant and effective communication with Housekeeping, Reservations, Sales and Credit Manager.
• Operate cell phones and radios efficiently and professionally in communicating with hotel staff. Ensure proper use of radio/phone etiquette within the department.
• Maintain lobby and front desk presence during peak hours and as needed.
• Manage and organize large turn days (including guest check-ins and check-outs).
• Maintain safety deposit boxes per hotel standards.
• Monitor out-to-order, out-of-service, and discrepant and show rooms. Work closely with maintenance to ensure timely return for out-of-service rooms.
• Manage sell out opportunities; review arrivals report, and check on rooms inventory.
• Ensure correct and accurate cash handling at the Front Desk.
• Maintain and monitor “lost and found” policy and procedure.
• Maintain all required supplies for the front office.
• Be familiar with all brand specific programs and the procedures for each. Ensure that team members are knowledgeable in understanding and implementing the programs.
• Establish and maintain key control system.
• Be knowledgeable about the accident prevention program, including safety committee, education/enforcement, and communication of safety issues through department meetings.
• Be able to effectively investigate, report and follow-up on employee and guest accidents.
• Effectively manage emergency situations i.e. fire, bomb threat, inclement weather, robbery, guest illness and /or accident.
• Have a working knowledge of night audit responsibilities and procedures.
• Perform all duties as requested by management.
• Attend/conduct all training/meetings as required by management.

Relationships:
Internal: 
All hotel departments: For effective communication
External: 
Hotel guests: To provide customer service
Valet Service: To provide customer service
Transportation Companies: For guest transportation, Lost Bags, Distressed Passengers
Local Businesses: To provide information for guest and develop relationships

Organizational Structure:
Reports to: Operations Manager, Front of the House
Subordinates: Assistant Guest Services Managers, Guest Services Representatives, Night Audit, Telephone operators, Bell Captain, Bell Staff, Van Drivers
Job title also known as: Front Desk Supervisor