Guest Services/Front Desk Supervisor

Job Type

Full-time, Part-time

Description

SUMMARY :

Assist Management in all departments in the effort to generate profit, meet

or exceed budget expectations and maintain operational / guest standards.

Directly supervise Rooms Departments, including Front Office, Breakfast,

Housekeeping as assigned to ensure standards are being met and

operational efficiencies are being completed.

ESSENTIAL FUNCTIONS :

1. Train and motivate department personnel teams

2. Participate in the MOD Program (working regular weekends will be

required)

3. Check all daily reports and respond / advise accordingly your findings

4. Ensure guest special requests are fulfilled

5. Communicate with other property leaders in ensuring all guests

complaints and compliments are responded to in a timely manner

6. Monitor posting of guest charges to minimize a loss of revenue

7. Train within the rooms department and be able to serve and assist

guests within other jobs of the department including but not limited

too, Front Desk Agent, Breakfast Attendant, Housekeeping, and

Server.

11. Monitor room availability and utilize FOSSE & MARSHA to ensure

hotel is maximizing room revenue and availability

12. Update FOSSE & MARSHA availability from cancellations and arrival /

departure date changes

13. Ensure that an effective cash control system is in place and that all

credit card, check cashing policies are adhered to

14. Oversee GSS scores for the entire hotel and prepare action plans with

other Leaders for improvement when / if needed

15. Focus on team member morale and attitude

16. Develop a culture where guest service is the main focus

17. Ensure team member attitude is consistently welcoming & positive,

with a "we're always on-stage mentality

18. Ensure all team members are aware of anticipating guests needs

19. Ensure all department are compliant with all required trainings,

including but not limited to : Shaping Service / Commitment to

Clean / Loyalty Training, TIPS (or current tip training), Safety (PETRA),

DLZ (Digital Learning Platform), Marriott Trainings, etc.

20. Be present and actively oversee breakfast

21. Conduct frequent Housekeeping, Breakfast, Maintenance & Front

Desk inspection for : Cleanliness / Sanitation / Safety / Brand

Standards / Etc.

22. Educate all departments on Emergency Procedures (binder location,

etc.)

23. Establish effective departmental communication through current

systems, Meetings, and ongoing training (coaching and counseling)

24. Ensure daily stand-up is being held with positive energy & useful

information

27. Assist GM in compiling and completing EOM (End of Month)

packet

28. Carry our any reasonable request by Management

29. Ensure you are always leading by example

Please note this job description is not designed to cover or contain a

comprehensive listing of activities, duties, or responsibilities that are

required of the employee for this job. Duties, responsibilities, and activities

may change at any time with or without notice.

These duties may require you to frequently bend, lift, carry, twist, push, pull,

reach, kneel, and may require prolonged periods of standing and / or walking.

Must be able to lift, push, and pull a minimum of 50 pounds. You will be

trained to perform all of these functions within the required safety guidelines

and expectations.

Requirements

Preferred) Operational knowledge of Fosse PMS preferred

Preferred) Two years previous experience as a guest service / front desk agent for select service hotel with 100 rooms or more

Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests

Demonstrate the ability to multi-task be detail-oriented and be able to problem solve in order to effectively deal with internal and external customers

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 work well in stressful high pressure situations

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 the issues raised by co-workers and guests

Must be able to work with and understand financial information and data and basic arithmetic functions

Ability to perform numerical operations using basic counting adding subtracting multiplying and dividing

Ability to read comprehend and write simple instructions and / or short correspondence and memos

An operational knowledge of Microsoft Office suite

Must be willing and have the ability to work a varied schedule that may include evenings nights weekends and holidays

Holds an understanding of hotel products and guest services (i.e. lifestyle full service resort etc)

Ability to participate in the creation of an enjoyable work environment

Salary Description

20 - $25 per Hour

Salary : $20 - $25