Guest Services Supervisor

POSITION PURPOSE

The Guest Services Supervisor is responsible for ensuring that all aspects of the guest’s services are delivered to the Windermere House highest standards. Guest Service Supervisors are responsible for supervising a team of Guest Service Agents and ensuring their needs are met within the Windermere House standards.

ESSENTIAL JOB FUNCTIONS:

- Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observes performance and encourages improvement.
- Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to, and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions.
- Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Provide information regarding in house amenities i.e., Restaurant & Hospitality Rooms. Promote any in house specials or marketing programs. Make appropriate selection of rooms based on guest needs. Non-verbally confirm the room number and rate. Provide room keys & coupons or tickets when applicable.
- Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
- Verify and swipe credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, and other forms of payment. Post charges to guest rooms if applicable i.e., cot fee, restaurant, & amenities.
- Check in-house guest balances on a daily basis and ensure we have enough pre-authorization to cover the stay
- Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
- Respond to hotel reviews in a timely manner.
- Assist in the interviewing, hiring, training, and coaching of Guest Service Agents.
- Perform various administrative duties in absence of Guest Services Manager.
- Comply with attendance rules and be available to work on a regular basis.
- Perform any other job-related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

- Must be a self-starter and have a passion for Service
- Initiative is a must as this role may look different each shift
- Must be able to deal with problem solving situations, and make judgment decisions
- Must be able to deal with issues arising from guest complaints (internal and external) in a timely manner using problem solving and de-escalating techniques
- Ability to work flexible hours, including days, evenings, nights, weekends, and holidays

PERFORMANCE STANDARDS:
Customer Satisfaction:
Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every associate is a guest relations ambassador, every working minute of every day.

Work Habits:
In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security:
The safety and security of our guests and associates is of utmost importance to Windermere House. Every associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

HEALTH & SAFETY

Work in compliance with the Occupational Health & Safety and its regulations by:

- Performing workplace inspections
- Conducting information sessions (safety talks, staff meetings, etc.)
- Conducting incident investigations
- Conducting employee training
- Correcting substandard acts or conditions
- Commending employee and supervisor health and safety performance
- Performing employee safety observations.
- Reviews Health and Safety Trends
- Responds to health and safety committee or worker representative recommendations
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