Guest Services Supv

Le Meridien Columbus, The Joseph • Columbus, OH

20h • Onsite

About The Position

The Guest Services Supervisor assists the Guest Services Manager and provides attentive, courteous, and efficient service to guests before arrival and throughout their stay, while maximizing room revenue and occupancy. The role oversees front desk and guest services activities, supports employees in maintaining service standards, and helps ensure efficient hotel operations.

Requirements

• High school diploma or equivalent.
• At least 2 to 3 years of progressive experience in a hotel or related field.
• Valid driver's license for the applicable state.
• Maintain a warm and friendly demeanor.
• Effective verbal and written communication with employees and guests at all levels.
• Ability to listen to, understand, and clarify concerns raised by employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Ability to handle problems effectively, including anticipating, preventing, identifying, and solving them.
• Ability to exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to move objects.

Nice To Haves

• College coursework in a related field.
• Previous supervisory responsibility.

Responsibilities

• Obtain necessary information when taking room reservations and follow rate-quoting procedures.
• Monitor VIP and special guest requests.
• Review the Front Office log and Trace File daily.
• Operate relevant aspects of the Front Desk computer system.
• Ensure messages, packages, and mail are logged and delivered promptly and professionally.
• Maintain familiarity with in-house groups and closed-out or restricted dates.
• Follow and enforce hotel credit policies.
• Complete and verify bucket checks, room rate verification reports, and housekeeping reports.
• Maintain operation of the service express and ensure applicable standards are met.
• Maintain communication and teamwork with hotel employees and departments.
• Assist the Guest Services Manager in ensuring employees meet standards for phone answering, guest callbacks, and guest request logs.
• Know and assist with emergency procedures.
• Oversee friendly, efficient, and courteous guest check-in and check-out.
• Complete all shift-checklist tasks promptly and efficiently.
• Perform all duties of a Guest Services Agent.
• Run room-status reports and communicate relevant information to affected departments and individuals.
• Monitor key control to maintain hotel security.
• Maximize room revenue through Rooms Merchandising.
• Respond to guest inquiries promptly and professionally.
• Participate in departmental meetings, planning, and execution.
• Help maintain productivity at or above budgeted standards.
• Assist with training and cross-training new and current employees.
• Attend required hotel meetings and training.
• Maintain regular attendance, professional appearance, proper uniform, and nametag, and comply with hotel standards and regulations.
• Identify problem areas and assist in implementing solutions; anticipate, prevent, identify, and resolve problems.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program
• Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED