Guest Service Supervisor

My Place Hotels•Dickinson, ND

About The Position

The Guest Service Supervisor is dedicated to ensuring a superior guest experience by overseeing all aspects of the guest's stay. This role includes managing booking processes, overseeing the training and development of Guest Service Representatives and working closely with the General Manager. The GSS is expected to be hands-on, visible and to lead by example ensuring all employees follow established policies and procedures.

Requirements

Basic Computer Skills: Proficiency in Microsoft Office and basic computer applications.
Strong Communication Skills: Excellent verbal and written communication skills to interact effectively with guests and colleagues.
Organizational & Multi-Tasking : Ability to juggle multiple tasks while maintaining high standards of accuracy and organization.
Dependability & Professionalism: Reliability, professionalism, and consistency in your work are essential.
Attention to Detail: A meticulous approach to ensure accuracy in financial transactions and guest records.
Education: High School degree or equivalent.
Physical Requirements: Prolonged standing from 90-100% at front desk and working on a computer.
Ability to reach 60" in height.
Move around the building including walking up and down stairs.
push/pull vacuums, shovels, cribs, and rollaways up to 50 lbs.
Lift up to 30 lbs. of supplies and linens

Responsibilities

Consistently deliver outstanding service, treating both guests and colleagues with respect and courtesy.
Assist in staff training, interview processes, and oversee Guest Service Representatives.
Support the General Manager by logging and reporting employee call offs during GM's off-site hours, ensuring they are documented for payroll.
Greet and manage guest arrivals and departures using the property management system (PMS), including processing charges for rooms, taxes, pet fees, and other hotel services.
Be familiar with room rates, amenities, and accessible features of all rooms.
Provide guests with information on hotel amenities and local attractions.
Address guest concerns or complaints promptly and professionally.
Operate the phone system, transfer calls, and schedule wake-up calls.
Accurately make reservations via phone, email, and in-person, documenting confirmations and cancellations as necessary.
Maintain and review the Front Desk Log each shift, noting any issues in guest relations, maintenance, or operations.
Complete the Night Audit Checklist, maintain cash logs, update call logs, and keep organized records of the day's business.
Adhere to all safety and security protocols.
Conduct hourly security checks throughout the hotel, including all floors, stairwells, and exterior doors. Record safety concerns.
Issue and log master keys and key cards for housekeeping and maintenance staff, performing daily inventory checks.
Assist with managing laundry, including washing, drying, folding, and storing linens.
Perform additional tasks as directed by the General Manager.