Guest Services Supervisor

Job Description

Job Description

Seeking a confident and responsible individual to fill the role of the Front Office Supervisor! The Front Office Supervisor is accountable for promoting an atmosphere that ensures pro-active, friendly, and efficient services for our guests, ensures guest’s needs are met and expectations are exceeded. Energetic with a sense of urgency, honest, ethical, extroverted, friendly, problem-Solving, and able to “think on your feet”. The Front Office Supervisor will champion and follow all company policies and rules and act as an extension of upper management.

Essential Duties and Responsibilities (include but are not limited to):
Exceed Guest Expectations by:

• Providing a warm welcome and a can-do attitude at all times!
• Complete all checklist items and/or ensure all checklist items are completed before the end of the shift as requested by management.
• create open lines of communication between Guest Service Agents, Front Office Management, and Upper Management by clearly and strongly, relaying all pertinent information.
• Respond in a timely manner to emails from peers.
• Assist the Front Office, including attending daily stand-ups, and weekly staff meetings in their absence.
• Meet monthly goals i.e. meeting your personal Hilton Honors enrollment target on a daily basis, offering enrollment to all non-members.
• Complete monthly inventory of the Made Market and track revenue
• Champion the CRM updating profile option, updating guest profiles with new information.
• Owning guest complaints,and attempting to resolve complaints immediately.
• Required Skills, Knowledge, and Abilities:
• Excellent interpersonal skills: ability to engage guests and other employees.
• Strong computer skills, able to input reservations.
• Well Groomed, professional appearance.
• Excellent verbal communication skills.
• Experience and/or Education:
• Any combination of education and experience equivalent to graduation from high school or any other combination of education, training, or experience that provides the required knowledge skills, and abilities. High school diploma required.
• 1-year experience in a similar size operation required.
• Hotel experience preferred.

Physical Requirements:

• Ability to work on a computer for extended periods of time (maximum 5 hours at a time, 8 hours in total/day).
• Ability to stand for long periods of time (maximum of 5 hours at a time, 8 hours total a day).
• Ability to speak and hear on a phone within a shared workspace.
• Must be able to handle stress, from Guests and Employees.
• Ability to lift or carry up to 50 pounds. (i.e., PC or various equipment).
• Able to work a flexible schedule including weekends, days, and evenings as the business dictates.