The Laurel Hotel and Spa - Operations Supervisor

Job Summary:

The Rooms Operation Supervisor is responsible for daily room operations for The Laurel Hotel & Spa.

Supervisory Responsibilities:

• Direct supervision of the Guest Experience Experts and Room Attendants in the absence of the General Manager.
• Train and monitor the performance of Room Attendants, Laundry Attendants, Hall Attendants Lobby attendants. Provide organization, instruction, guidance, communication, and counseling, as well as exercise good judgment while reinforcing Ithaka's high standards of prepare work performance reports on all personnel assigned to the work area and submit to the housekeeping office.

Duties & Responsibilities:

• Adhere to AAA 5 Diamond and Forbes 5 Star standards.
• Maintains a calm and professional manner with dealing with guests and co-workers.
• Build and strengthen relationships with guests to extend their personal references to create new resort customers that enable future bookings.
• Performs all duties of the Guest Experience Expert and Room Attendant when needed.
• Proactively identifies operational challenges associated with owners and works with hotel staff to solve these challenges and/or develop alternative solutions.
• Input and access database information.
• Assist in other departments of the hotel as needed during "off" periods (holidays and summer months).
• Ensures that any guest incidents and internal defects are recorded properly.
• Service recovery to the guest's satisfaction before the guest departs the hotel.
• Coordinating the upsell program to increase room capacity.
• Visually inspect VIP rooms, guest rooms, and corridors for cleanliness.
• Ensure all jobs are completed within the shift. Prepare A.M. and P. M. room status reports.
• Take requested inventories of furniture, fixtures, equipment, and supplies.
• Ensure that both carts and linen/supply closets are kept clean, neat, and stocked according to departmental guidelines. Upon inspection of VIP rooms, make certain all VIP supplies are in place.
• Report all maintenance deficiencies in guest rooms and corridors via work orders. Telephone deficiencies are considered emergencies (i.e., overflowing toilets or broken pipes in bathrooms, lights out in bathrooms, closets, or corridors, broken mirrors, or windows) to the maintenance department.
• Expedite special guest requests, such as extra towels or blankets.
• Provide instruction and/or guidance for guest and employee safety in fire or other emergencies.
• Assist room attendants and house personnel in securing all supplies and tools necessary for the completion of their jobs as the need arises.
• Report all suspicious persons or actions, hazardous conditions, to the Security Department.
• Respond to guests, and provide guest assistance, directions, and other information as requested.
• Performs other related duties as assigned.

Required Skills & Abilities:

• Must be able to demonstrate all aspects of hospitality, professionalism, prompt and courteous service as well as keeping a positive demeanor in stressful situations.
• Must be detail oriented and be able to multi-task.
• Excellent written and verbal communication skills.
• Ability to be efficient and productive in a fast-paced environment.
• Must have enthusiasm and possess excellent customer service skills.
• Must possess basic math and money-handling skills.
• Enjoy working with people and possess a friendly and outgoing personality.

Education & Experience:

• Previous hospital, hotel, hospitality, or customer service experience preferred.
• Previous experience in a leadership role is preferred.

Physical Requirements:

• Prolonged periods of walking, standing, and sitting.
• Must be able to lift up to 50 pounds at times.

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.