Guest Services Supervisor - Sheraton Columbia, South Carolina

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Supervisor for the Sheraton Columbia Downtown Hotel located in South Carolina

Job Purpose:

To increase customer satisfaction by providing and overseeing efficient and courteous Front Desk service in accordance with the standards of the Company.

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to the telephone and in-person inquires regarding reservations, hotel information and guest concerns.

Key Responsibilities:

• Supervise and lead the operations of the front desk to ensure the optimal level of service and hospitality is provided to guests.


• Train, direct the work of, resolve issues/problems, lead, and coach and counsel the front desk team members to ensure a quality operation,


• Ensure that Front Desk Associates understand and anticipate guests’ expectations


• Empower associates to satisfy guests and to make decisions


• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality of service.


• Ensure that the following Font Desk areas of responsibility are handled properly, with thoroughness, accuracy, and efficiency, in a friendly environment:
  
  
  
  • Phones/Switchboard
  
  
  • Check-ins/Check-outs
  
  
  • Reservations
  
  
  • Oversee and assist with amenity, gift shop, pantry needs
  
  

• Ensure messages, wake-up calls, mail, and faxes are handled properly


• Personally assist Front Desk Associates during peak times, breaks, tardiness and absences


• Review all in-coming reservations, pre-block rooms with special requests, and coordinate special requests with appropriate staff members


• Ensure VIP program is executed properly


• Be available to help other departments in emergency situations.


• Maintain effective communication with each department including through meetings, log books, bulletins and emails.


• Communicate all pertinent information.


• Relays safety guidelines to customers (in room safes, safety deposit box, etc.)


• Model desired behavior


• Increase revenues by offering customers upgraded rooms and promoting hotel amenities and outlets.


• Complete shift closing accurately.


• Have complete knowledge of hotels rooms, function space, restaurant, other outlet, and services at the hotel.


• Follow all company standard operating procedures (SOP)


• Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook.


• Other duties as assigned by managers

Qualifications:

• 1-2 years hotel front desk experience required

Preferred Qualifications:

• Supervisory experience strongly preferred.

This job requires the ability to perform the following:

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.


• Must be able to read and write to facilitate the communication process.


• Requires good communication skills, both verbal and written.


• Must possess basic computational ability.


• Must possess basic computer skills.


• Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.


• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.


• Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.


• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.


• Must be able to lift up to 15 lbs occasionally.


• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, hearing ability and visual acuity.


• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates


• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.


• Ability to spend extended lengths of time viewing a computer screen.


• Requires manual dexterity to use and operate all necessary equipment.


• Must have finger dexterity to be able to operate office equipment

Other:

• Being passionate about people and service.


• Strong communication skills are essential when interacting with guests and employees.


• Reading and writing abilities are used often to completing paperwork, logging issues/complaints/requests/ information updates, etc.


• Basic math skills are used frequently when handling cash or credit.


• Problem-solving, reasoning, motivating, and training abilities are often used.


• Have the ability to work a flexible schedule including nights, weekends and/or holidays

What we offer:

• Salary range $16.00 to $17.00 per hour


• Team Driven and Values Based Culture


• Medical/Dental/Vision


• Vacation & Holiday Pay


• Employee Assistance Program


• Career Growth Opportunities/ Manager Training Program


• Reduced Room Rates throughout the Marriott portfolio


• Employee Food & Beverage discount


• Flexible schedule


• Life insurance


• Parental leave


• Referral program