Guest Service Supervisor

Fairfield Inn - Sioux Falls Airport • Sioux Falls, SD

438d • $37,440 - $41,600

About The Position

As a Guest Service Supervisor at Fairfield Inn, you will oversee the guest service team, ensuring high-quality service and adherence to hotel policies. This role involves a mix of management and hands-on front desk duties, focusing on team training and guest satisfaction during mid-day or evening shifts.

Requirements

• Previous guest service experience required.
• Previous supervisory experience preferred.
• Strong customer service skills and the ability to manage difficult guest and team member situations.
• Strong ability to develop, monitor, and train all revenue opportunities.
• Strong ability to manage, train, and motivate a diverse team.
• Above average ability to initiate and facilitate renovations and repairs.
• Strong oral and written communication skills.
• Knowledge of Opera, Microsoft Office, Word, and Excel is a plus.
• Strong critical thinking ability; ability to make decisions with only general policies and procedures available for guidance.

Nice To Haves

• Experience with hotel management software like Opera.
• Advanced skills in Microsoft Excel.

Responsibilities

• Assign duties to front office staff and observe performance to ensure adherence to hotel policies and established operating procedures.
• Answer questions as they arise and assist with guest service team member training, including safety training.
• Maintain accurate records including cash flow sheets, registration cards, direct bills, credit cards, and all other sensitive documents.
• Complete daily managers' report summarizing arrivals, departures, guest issues, guest satisfaction scores, and standards of the week.
• Take on projects assigned by the Front Office Manager and complete them by the due date.
• Receive, assist, and help resolve guest complaints and team member issues.
• Provide input to the Front Office Manager on staff meeting topics and assist with leading the meetings.
• Engage and motivate team members, focusing on development and retention within the guest service department.
• Observe guest service team members and provide mentoring, coaching, and regular feedback to manage conflict and improve performance.
• Assist with onboarding, culture training, and ongoing development of each department team member, focusing on satisfaction and productivity.

Benefits

• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• PTO with immediate accrual
• Access to 50% of wages prior to payday
• Discount program for car rentals, travel, entertainment, etc.
• Hotel Discounts Worldwide
• Health Insurance
• Vision Insurance
• Basic Life/AD&D and Supplemental Life Insurance
• Voluntary Options - Critical Illness/Accident/Hospital Indemnity/Short Term Disability/Legal
• Employer Sponsored Long-Term Disability Coverage
• Double Time for Holidays Worked
• Health Savings Account
• Dependent Care FSA

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed