Guest Services Supervisor - Residence Inn Canyon Blvd., Boulder

Stonebridge Hospitality Management•Boulder, CO

4d•Onsite

About The Position

The purpose of a Guest Services Supervisor is to assist the Guest Service Manager by overseeing the responsibilities of the Front Office staff, ensuring that the guests are being serviced in a professional and competent manner. This role involves training and monitoring front office staff, managing guest service scores, and acting as a liaison with other departments for guest requests and maintenance issues. The supervisor must have a complete working knowledge of the hotel's software system, handle guest check-ins and check-outs, post charges, process payments, and manage room rates. They also assist with special requests, group blocking, and unusual circumstances, while maintaining regular attendance, punctuality, and professional appearance.

Requirements

Must have flexibility to work nights and weekends.
Must be able to read and write fluent English.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to interpret and perform basic computer and POS system functions.
Knowledge of Outlook, Word and Excel.
Position will supervise front desk staff, in conjunction with the Guest Service Manager.

Nice To Haves

Associate demonstrates a high QUALITY of work: Demonstrates accuracy and thoroughness. Monitors own work to ensure quality. Provides the best possible service to clients and customers.
Associate demonstrates acceptable PRODUCTIVITY standards: Meets or exceeds productivity standards. Produces adequate volume of work efficiently in a specific time.
Associate demonstrates excellent CUSTOMER SERVICE SKILLS: Responds to requests for service and assistance. Demonstrates the desire and ability to provide high quality service to both internal and external customers. Solicits customer feedback to improve service.
Associate demonstrates INITIATIVE: Asks for and offers help when needed. Includes appropriate people in decision-making.
Associate demonstrates ACCOUNTABILITY for their job performance: Takes responsibility for own actions. Performs work with little or no supervision; works independently. Can be relied upon regarding task completion and follow up.

Responsibilities

Assist the Guest Service Manager in training and monitoring front office staff.
Monitor Guest Service Scores daily and take action to improve guest satisfaction through training, coaching, and problem resolution.
Communicate with the Engineering Department regarding guest maintenance requests.
Communicate with the Housekeeping Department regarding guest rooms and requests.
Maintain a complete working knowledge of the software system, including all daily transactions and less frequent ones.
Assist with reservations, and checking guests in and out of the hotel.
Post all charges correctly.
Handle checks and credit cards received from guests for payment of hotel charges.
Know all room rates.
Assist the Guest Service Manager by handling special requests, group blocking, and unusual circumstances.
Maintain regular attendance, punctuality, and observe prescribed work, break, and meal periods.
Maintain high standards of personal appearance and grooming, including compliance with the dress code.
Perform any other duties as requested by supervisor.