Guest Service Supervisor

Stonebridge Hospitality Associates•Anchorage, AK

12d•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, monitoring Guest Service Scores daily, and taking action to improve guest satisfaction through training, coaching, and problem resolution. The supervisor will also communicate with other departments regarding guest needs and handle various software system functions, including reservations, check-ins/check-outs, and charge posting. Additionally, they will manage guest payments, understand room rates, assist with special requests and unusual circumstances, and maintain professional appearance and attendance standards.

Requirements

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.
Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
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.

Nice To Haves

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

Responsibilities

Assist the Guest Service Manager by overseeing the responsibilities of the Front Office staff.
Train and monitor 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 any maintenance requests from the guests.
Communicate with the Housekeeping Department regarding guest rooms and requests.
Have complete working knowledge of the software system, including all daily transactions and those which are not performed often.
Assist with reservations, and checking guests in and out of the hotel.
Post all charges.
Handle checks and credit cards received from the 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, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
Maintain high standards of personal appearance and grooming, which include compliance with the dress code.
Perform any other duties as requested by supervisor.
Supervise front desk staff, in conjunction with the Guest Service Manager.