What are the responsibilities and job description for the Guest Reception Supervisor position at Washington Duke Inn & Golf Club?
Job Purpose:
The Guest Reception Supervisor is responsible for overseeing the daily operations of the reception area, ensuring a welcoming and efficient experience for all guests. This role involves managing a team of receptionists, coordinating front desk activities, and maintaining high standards of customer service to enhance guest satisfaction and uphold the company's reputation.
Key Responsibilities:
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Supervise and support the reception team, providing guidance and training to ensure exceptional service delivery.
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Coordinate front desk operations, including scheduling, task delegation, and performance evaluation.
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Greet and assist guests upon arrival, addressing inquiries and resolving any issues promptly and professionally.
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Ensure the reception area is well-maintained, organized, and equipped with necessary supplies.
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Collaborate with other departments to facilitate smooth communication and operations across the organization.
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Monitor guest feedback and implement improvements to enhance service quality and guest satisfaction.
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Handle escalated guest complaints and provide effective solutions to ensure positive outcomes.
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Maintain accurate records of guest interactions, appointments, and other relevant information.
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Develop and implement standard operating procedures to optimize reception processes.
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Assist in recruitment, onboarding, and training of new reception staff to build a competent and motivated team.
Required Education:
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High school diploma or equivalent; a degree in hospitality management or a related field is preferred.
Required Experience:
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Minimum of 3 years of experience in a customer service, guest services or front desk role within the hospitality industry.
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At least 1 year of experience in a supervisory or team lead position.
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Proven track record of managing guest relations and ensuring high levels of customer satisfaction.
Required Skills and Abilities:
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Strong leadership and team management skills, with the ability to motivate and guide staff effectively.
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Excellent communication and interpersonal skills, with a focus on customer service.
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Proficiency in using hotel management software and front desk systems.
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Ability to handle stressful situations calmly and efficiently.
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Strong problem-solving skills and attention to detail.
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Ability to work flexible hours, including evenings, weekends, and holidays, as needed.
Salary : $22