Guest Service Supervisor - Hampton Inn Holland

Suburban Inns•Holland, MI

6d•Onsite

About The Position

As a Guest Service Supervisor, you would be responsible for providing strong sales techniques and excellent guest service, according to Suburban Inns Core Values and brand standards, as well as going above and beyond to ensure that guests are 100% satisfied. The Guest Service Supervisor helps ensure the highest quality service is provided by Guest Service Representatives to maximize rate and occupancy, as well as assists in the sales efforts of the property.

Requirements

Requires ability to interpret / extract information and / or perform arithmetic functions.
Typing, computer skills, including internet browser usage, various computer applications and programs, record keeping, and word processing skills.
Good communication skills.
Minimum formal education of a high school diploma or equivalent related experience
One year Guest Service Representative experience.
First Aid / CPR Certification and TIPS training (may be completed upon hire)

Nice To Haves

Brand experience preferred.

Responsibilities

Reference the Guest Service Representative job description and assume all their essential functions
Assist in interviewing, hiring, and evaluating GSR’s
Assist in the property training, concierge training, and brand training of newly-hired GSR’s
Ensure all GSRs are selling the property according to the Suburban Inns standards
Assist with prospecting new hotel business and communicating information to sales department
Hold team members accountable to the standards of employment and job performance set by the core values of Suburban Inns and brand
Maintain a neat and clean workspace in the front desk areas
Rotate Manager on Duty shifts over the weekends for the hotel when needed
Monitor inventory in the Property Management System on a daily basis and correct any out of balance issues
Perform property walk-arounds as needed throughout the shift, and address all issues encountered. All trash, used towels, room service trays, etc. must be picked up. Keep eyes open for any and all safety and security issues. Report any problems to the appropriate department and Guest Service Manager
Complete any required emergency training needed according to brand standards, with documentation of training being completed. Stay knowledgeable of all emergency procedures and aware of how to handle each situation, and ensure safety and security polices and procedures are followed by staff
Follow proper Accounting procedures, including posting of guest charges, proper method of payment established at check in (before keys are given), checking high balances, cash payments and refunds, balanced cash drawers
Provide excellent guest service and enforce the service philosophy among all team members
Supply information to guests regarding hotel policies, services, and amenities
Respond to guest requests for assistance and information on the surrounding areas, such as directions, dining, and entertainment
Handle all guest concerns and be able to problem solve in a tactful, professional manner
Review all guest surveys and assist in responding to feedback and service recoveries.
Ensure brand standards are exceeded and member enrollments are promoted
Maintain open lines of communication between all departments within the hotel
Follow all Suburban Inns Processes
Exhibit regular and recurrent attendance records
Other duties as requested by management

Benefits

Employee and Friends & Family hotel and restaurant discounts
Earned Paid Time Off for ALL Team Members
Insurance (health, vision, dental, life) for full time Team Members
Flexible schedules
Holiday Pay
8 hours of paid volunteer time per year
Floating holiday
Advancement and professional growth opportunities
Monetary recognition program
Monetary referral program
100% paid maternity/paternity or adoption leave for those who qualify for FMLA
Employee Assistance Program (EAP) through Pine Rest (3 free counseling visits, online library, and access to legal, financial and elder care consultations)