What are the responsibilities and job description for the Guest Services Supervisor position at PCH Hotels & Resorts Inc.?
Step into an exciting career at the legendary Grand Hotel Golf Resort & Spa, Autograph Collection, on Alabama’s Gulf Coast. Set on 550 acres of breathtaking beauty, the Grand offers the perfect blend of rich Southern tradition and modern luxury. Named Marriott's Hotel of the Year for the Distinctive Premium Brand, we pride ourselves on delivering guest service excellence. Be a part of a historic destination known for its exceptional hospitality and unforgettable guest experiences—The Grand Life is calling, come share it with us!
Job Overview:
As a Guest Services Supervisor, you will oversee daily operations, ensuring exceptional hospitality and service. Acting as a representative of hotel management, you will lead the Guest Services team, resolve guest concerns, and maintain a welcoming atmosphere. Your role includes supporting the bell staff, gate, and transportation areas while upholding cleanliness and a positive guest experience. Additionally, you will assist management with department activities and ensure superior service in alignment with hotel policies and procedures. A strong focus on vehicle maintenance and safety is also key to this position.
Key Responsibilities:
- Leadership & Supervision: Guide and support the Guest Services team, ensuring efficient and seamless service delivery.
- Conflict Resolution: Demonstrate effective conflict management skills to maintain a harmonious work environment.
- Guest Engagement: Interact with guests in a warm and welcoming manner, ensuring exceptional experiences.
- Service Excellence: Empower associates to meet high service standards, providing training and support as needed.
- Guest Feedback Management: Review guest comment cards and satisfaction scores, implementing improvements to enhance service quality.
- Team Development: Conduct training for new hires, ensuring seamless onboarding and operational success.
- Transportation Oversight: Manage vehicle maintenance records, schedule services, and oversee transportation bookings to ensure efficiency and safety.
- Safety & Compliance: Administer and document random road tests to assess drivers' skills and ensure guest safety.
- Communication & Collaboration: Foster a positive and supportive work environment through ongoing team communication and coordination with other hotel departments.
- Problem-Solving: Proactively anticipate and address guest needs, ensuring their satisfaction throughout their stay.
- Administrative Duties: Maintain accurate records, manage incoming phone calls, and provide timely updates to management.
Perks & Benefits:
As part of the PCH Hotels & Resorts portfolio, associates enjoy an array of perks and benefits, including:
- Health, Dental, and Vision Coverage – Comprehensive plans, including FSA and HSA options.
- 401(k) with Company Match – Secure your future with our retirement savings plan.
- Exclusive Discounts – Enjoy savings on hotel stays, dining, golf, and retail at PCH properties and worldwide through Marriott.
- Career Growth Opportunities – Access to ongoing training and development for career advancement.
Join us at the Grand Hotel Golf Resort & Spa, where we believe in delivering hospitality with heart & soul. Become part of a team dedicated to crafting unforgettable guest experiences while growing your career in a stunning and inspiring environment.