Front Desk Supervisor

First Hospitality Group Inc•Columbus, OH

65d

About The Position

The Guest Service Supervisor is a leader for the hotel's front desk and guest services team. Guest Service Supervisors must be strong problem-solvers with an unwavering focus on guest satisfaction throughout the hospitality experience. The Supervisor will assist in adequate staffing, promote hotel brand standards, train and coach team members, and model expected behavior. The primary responsibilities of a Guest Service Supervisor include resolving guest challenges, modeling and executing hotel brand service standards, exceeding guest expectations, and maintaining excellent communication with guests, team members, managers, and other hotel department teams. MUST HAVE OPEN AVAILABILITY

Requirements

2+ years of customer service experience, Hospitality experience strongly preferred
High School diploma or equivalency education certificate required
Excellent verbal and written communication skills
Must be able to speak, read, and write in primary language used in the workplace
8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday
Lift, lower, and maneuver up to 30 pounds occasionally
MUST HAVE OPEN AVAILABILITY

Responsibilities

Welcome arriving guests and complete the hotel's arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.
Always maintain professionalism consistent with hotel brand and company expectations.
Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
Coaching and counseling front office associates; holding them accountable to hotel standards
If applicable, maintain balance and security of house bank and accurately log all transactions.
Other duties as assigned by management