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Guest Services Supervisor
2 months ago
JOB OVERVIEW
Oversee all functions of the front office operations, which may encompass guest check-in, bell services, business center management, telecommunication services, concierge duties, and guest bookings to ensure optimal guest satisfaction and enhance hotel profitability. Comply with all brand standards and merchandising guidelines.
DUTIES AND RESPONSIBILITIES
- Direct daily operations and responsibilities of front office personnel; organize, plan, and delegate tasks. Develop and communicate departmental strategies and objectives. Enforce policies and procedures effectively.
- Recommend and/or initiate salary adjustments, disciplinary actions, or other staffing-related decisions in accordance with company policies. Notify management of any serious concerns.
- Ensure all team members are adequately trained on systems, security protocols, cash handling procedures, and service standards, providing them with the necessary tools and resources to perform their roles effectively.
- Supervise front office staff to guarantee guests receive prompt, professional service and personal recognition. Ensure guests are welcomed upon arrival and address guest complaints appropriately. Implement service recovery protocols to achieve complete guest satisfaction.
- Inspire staff and cultivate a productive work environment within the hotel.
- Schedule and conduct regular inspections of the front office and public areas to ensure their appearance reflects positively on the hotel, brand, and company. Develop action plans to rectify any identified deficiencies.
- Analyze guest satisfaction metrics and formulate plans to meet established brand-related goals.
- Achieve targeted revenues, manage labor costs and expenses, and maximize profitability across all front office operations.
- Contribute to the preparation of the annual departmental operating budget and financial strategies that align with the hotel’s overall objectives.
- Assist revenue management in executing programs that ensure the hotel meets its room occupancy and Average Daily Rate targets.
- Maintain security protocols for financial transactions, guest security, and compliance with hotel credit policies.
- Develop and uphold procedures for monitoring calls to ensure all communications are handled according to established protocols. Coordinate the dispatch of amenities, services, and work orders to the appropriate departments and staff, ensuring all tracking methods are effectively monitored.
- Establish, implement, and maintain training and procedures for front desk operations to serve as a central communication point during emergencies.
- Possess comprehensive knowledge of hotel amenities, local attractions, and transportation options.
- Foster teamwork and quality service through daily communication and collaboration with other departments, including Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
- Engage with external contacts: Guests – to ensure their complete satisfaction; Regulatory agencies – regarding safety and emergency protocols; Other contacts as necessary (professional organizations, community groups).
- Perform additional duties as assigned. May also serve as the manager on duty.
ACCOUNTABILITY:
This position represents the highest level of front office management at a full-service hotel or at a regional extended-stay hotel, reporting to a General Manager at a full-service or focused hotel. Typically supervises front desk agents, bell services, reservations, PBX, etc., and may oversee subordinate supervisors.
QUALIFICATIONS AND REQUIREMENTS
A Bachelor's degree in Hotel Management or Business Administration, along with 3 years of Front Office or Guest Service experience, including management experience, or an equivalent combination of education and experience. Fluency in English is required; proficiency in additional languages is preferred.
This role requires the ability to:
- Stand for extended periods behind the front desk and in front office areas.
- Lift or carry items weighing up to 50 pounds.
- Handle various objects efficiently.
- Utilize a keyboard to operate various property management and reservation systems.
Other Skills:
- Strong communication skills are essential for interacting with guests, employees, and third parties, reflecting positively on the hotel, brand, and company.
- Demonstrated leadership abilities.
- Proficient reading and writing skills for completing paperwork, management reports, interpreting results, and training.
- Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances.
- Problem-solving, reasoning, motivational, organizational, and training skills are frequently utilized.
- Willingness to travel for workshops, specialized training, and certifications.
- Availability to work nights, weekends, and/or holidays as required.
