What are the responsibilities and job description for the Guest Services Supervisor position at The Henderson Beach Resort?
Job Summary
The Guest Services Supervisor plays a pivotal role in ensuring an exceptional guest experience in accordance with Forbes Travel Guide standards. This position assists the manager with supervising front desk agents, bell attendants, concierge staff, doormen, drivers, and PBX to provide personalized, anticipatory service. The role requires exceptional leadership, problem-solving skills, and a commitment to creating memorable moments for guests.
Responsibilities
QUALIFICATIONS:
- High school diploma or equivalent required; hospitality degree preferred.
- Minimum two years of experience in a luxury hotel setting, with at least one year in a supervisory role.
- Proficiency in Forbes Travel Guide standards and luxury hospitality etiquette preferred.
- Strong leadership, communication, and organizational skills.
- Experience with property management systems (PMS) such as Springer Miller Systems is preferred.
- Ability to handle guest concerns with discretion, professionalism, and empathy.
- Must be able to work in a fast-paced environment while maintaining poise and attention to detail.
- Proficiency in a second language is an advantage.
- Must possess a valid driver's license for the applicable state, with a clean driving record and the ability to operate company vehicles as needed.
- Understand and comply with all company and departmental rules and regulations, policies and procedures
- Ability and willingness to work outdoors in various weather conditions, including strong winds, heavy rain, extreme heat, and cold temperatures, while maintaining a professional demeanor.
Job Duties & Responsibilities
- Assist your managers with supervising and coaching the front desk, concierge, bell, doorman, valet, PBX, and driver teams to ensure seamless guest experiences.
- Provide hands-on support during peak check-in and check-out periods as needed in the lobby or the front drive.
- Maintain the highest level of service excellence in alignment with Forbes Travel Guide standards.
- Handle guest complaints and concerns with a focus on guest recovery and satisfaction, and make sure they are logged for our records.
- Monitor front desk transactions to ensure accuracy in billing, payments, and guest reservations. Monitor and audit valet billing and postings.
- Train and hold team members accountable for luxury service expectations, professionalism, and operational standards.
- Coordinate with other departments to ensure room readiness and special guest requests are fulfilled.
- Oversee VIP guest arrivals, ensuring personalized experiences and special requests are executed flawlessly.
- Implement and monitor guest service programs, such as pre-arrival planning, departure follow-ups, and personalized touchpoints.
- Ensure the lobby, front drive, and bell area are impeccably maintained and presentable at all times.
- Assist your management team in scheduling and performance evaluations for the Guest Services team.
- Stay up-to-date with hotel offerings, local attractions, and seasonal events to provide expert recommendations.
- Adhere to safety, security, and emergency procedures, ensuring all team members are well-trained.
- Participate in departmental meetings, contributing ideas for continuous service improvement.
- Add any guest requests or tasks that need to be completed by supporting departments into our task management software (Nuvola), and follow up on the request or with the guest upon completion if needed.
- Perform additional duties as assigned to support the seamless operation and exceptional guest experience of the hotel.
- Demonstrate consistent and reliable attendance in alignment with Aimbridge Hospitality standards, adhering to a flexible schedule that adjusts to the dynamic needs of the hotel.
- Demonstrate expertise in utilizing the Flash Valet software system and SMS, our PMS system, to efficiently manage valet operations, guest check-ins, and enhance overall guest service experiences.
Working Conditions & Physical Requirements
- Must be able to stand, walk, and run for extended periods as needed to fulfill job responsibilities efficiently.
- Ability to work flexible hours, including evenings, weekends, and holidays, based on hotel demand.
- Must be able to lift, push, or pull up to 50 lbs when assisting with luggage or other guest needs.
- Comfortable working in a fast-paced, high-pressure environment while maintaining composure and professionalism.
Company Overview
As the global leader in third-party hotel management, our growing portfolio represents over 1,550 hotels in 49 states and 22 countries, from top international lodging brands to luxury hotels, destination resorts and lifestyle hotels. Our associates around the globe are passionate about serving our guests and driving exceptional results, and thrive in a culture where everyone is inspired to be the best. Join a world of possibility with Aimbridge Hospitality.
Benefits
After an initial waiting period, those hired into full time positions are eligible for a competitive benefits package that includes the following:
- Now offering Daily Pay! Ask your Recruiter for more details
- Medical, Dental, and Vision Coverage
- Short-Term and Long-Term Disability Income
- Term Life and AD&D Insurance
- Paid Time Off
- Employee Assistance Program
- 401k Retirement Plan