Guest Services / Front Desk Supervisor assists the Front Office Manager/Operations Manager in overseeing the Front Office Team, which is the main connection between the Guest, the hotel, and the various hotel departments. A Front Office Supervisor is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards. The person in this position must be able to roll their sleeves up and assist our teams when needed, living our “ONE TEAM. ONE VISION.” philosophy. This person must also provide innovative ways that align with our mission to be the best, most respected hotel company in America.
The job is simple:
- Focus on ways to promote and engage in internal growth programs.
- Continuously exemplify and live by our Culture.
- Meet/exceed our company goals and three metrics.
- Complete all required training Have proven advanced knowledge and skills related to guest services, PMS systems and basic supervisory skills.
- Adhere to all standard operating procedures and property specific brand standards.
- Perform any other duties as requested by management to aid in better operation of the hotel and service to the guests.
- Provide personalized, friendly service to every guest and associate.
- Assist in overseeing the Front Office and maintains a high standard.
- Monitor and evaluate guest satisfaction.
- Recognize regular and VIP Guests promoting Brand loyalty program.
- Maximize room occupancy at best rates.
- Promote other services and facilities of the hotel through up-selling techniques.
- Assist with other departments when necessary.
- Comply with hotel security, fire regulations, and all health/safety regulation and legislation.
- Have knowledge of all hotel systems including phone PBX system, key system, PMS systems, and company programs.
- Have knowledge of surrounding area.