Job Description

GUEST SERVICES SUPERVISOR

DEPARTMENT: Guest Services
REPORTS TO: Guest Services Manager
STATUS: Non-Exempt

JOB SUMMARY ___________________________________________________________________

The Guest Services Supervisor is responsible for assisting the Guest Services Manager while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

QUALIFICATION STANDARDS ___________________________________________

Education & Experience:

• High School Diploma or equivalent required.
• At lease 2 to 3 years of progressive experience in a hotel or related field required.
• College course work in related field helpful.
• Previous supervisory responsibility preferred.
• Must have a valid driver’s license from the applicable state.

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Physical Requirements:

• Flexible and long hours sometimes required.
• Light work – Exerting up to 20 pounds of force occasionally, and/or 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

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Mental Requirements:

• 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 be able to work well in stressful, high pressure situations, including ability to handle guest objections and disputes to satisfactory results.

Job Description

• Must be able to show initiative job performance, including anticipating what needs to he done before it becomes a necessity.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including, 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 co- workers and guests.
• Must be able to work and understand financial information and data, and basic arithmetic functions.

DUTIES & FUNCTIONS ___________________________________________

Essential:

• Approach all encounters with guests and employees in an attentive, friendly, courteous and service- oriented manner.
• Maintain regular attendance in compliance with Expotel Hospitality Service standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.
• Comply at all times with Expotel Hospitality Service standards and regulations to encourage safe and efficient hotel operations.
• Maintain a warm and friendly demeanor at all times.
• Ensure that employees are at all times attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Monitor all VIP and special guest requests.
• Review Front Office log and Trace File daily.
• Fully comprehend and operate all relevant aspects of the Front Desk computer system.
• 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 as listed in the Red Book.
• Be familiar with all in-house groups.
• Follow and enforce all Expotel Hospitality Service hotel credit policies.
• Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
• Maintain proper operation of the P.B.X. console and ensure that all standards are met, if applicable.
• Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
• Assist the G.S.M. in ensuring that employees are following and maintaining standards (i.e., answering phones, callbacks to guests, guest request log).
• Have knowledge of and assist in all emergency procedures as required.
• Oversee and ensure that all guests are check in/out in a friendly, efficient and courteous manner.
• Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.

Job Description

• Responsible for issued house bank.
• Be able to perform all duties of Guest Services Agent.
• Run room status reports in a timely manner and relay necessary information to affected departments and individuals.
• Monitor Key control to maintain hotel security.

Marginal:

• Ensure the maximization of room revenue through Rooms Merchandising.
• Answer all guest inquiries in a timely and professional nature.
• Be involved in departmental meeting, planning, and execution.
• Help maintain productivity levels at or above budgeted standards.
• Assist in training and cross training of new hires and current employees on a regular basis.
• Attend meetings/training as required by management.
• Perform other duties as required by management.

EOE/AA/M/F/D/V

*E-Verify Participant

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Work setting:

• In-person

Application Question(s):

• Were you referred by a current (employee) ambassador?

Education:

• High school or equivalent (Preferred)

Experience:

• Supervisory: 1 year (Preferred)
• Hotel experience: 1 year (Required)

Work Location: In person