Guest Services Supervisor - Crowne Plaza Kansas City Downtown

Hotel Equities Group, LLC•Kansas City, MO

10d•Onsite

About The Position

Hotel Equities is seeking a Guest Service Supervisor for the Crowne Plaza Kansas City Downtown. The supervisor provides professional, courteous service to arriving, departing, and in-house guests; responds to reservation and hotel-information inquiries; and resolves guest concerns. The role supervises front desk operations to maintain a high level of service and hospitality, and trains, directs, coaches, and counsels front desk team members. The position handles guest registration, reservations, check-ins and check-outs, payments, cash banks, deposits, guest accounts, and related records. It also supports guest needs such as luggage, transportation when applicable, messages, wake-up calls, mail, faxes, laundry and dry cleaning, and local and hotel information. The supervisor promotes guest loyalty programs, room upgrades, hotel amenities, and outlets, while maintaining knowledge of hotel services, rooms, function spaces, and pantry items. The supervisor follows company and hotel procedures, including safety, security, credit, cash-handling, and shift-closing practices. The role requires clear communication with guests, coworkers, other departments, and successive shifts, as well as a professional, positive, helpful, and self-motivated approach. The work is primarily indoors in a temperature-controlled environment and may require a flexible schedule that includes nights, weekends, and holidays.

Requirements

High school diploma, secondary qualification, or equivalent.
Experience with Marriott, Hilton, IHG, Wyndham, or Hyatt processes and standards.
Ability to speak, read, write, and understand the primary language(s) used in the workplace.
Good verbal and written communication skills.
Basic computational ability and basic computer skills.
Extensive knowledge of the hotel, its services, and facilities; general knowledge of the city and its attractions.
Ability to work a flexible schedule, including nights, weekends, and/or holidays.
Ability to stand and maintain well-paced mobility for up to four hours at a time, and to reach other hotel departments promptly.
Ability to lift up to 15 pounds occasionally.
Ability to perform tasks involving grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, hearing, and visual acuity.
Ability to spend extended periods viewing a computer screen and use necessary equipment and office equipment with manual and finger dexterity.
Problem-solving, reasoning, motivating, and training abilities.
Basic math skills for handling cash or credit, and reading and writing abilities for paperwork and recording issues, complaints, requests, and updates.
Passion for people and service; strong communication skills when interacting with guests and employees.

Responsibilities

Supervise front desk operations to ensure an optimal level of guest service and hospitality.
Train, direct, coach, and counsel front desk team members; resolve operational issues and problems.
Greet and welcome guests; register guests and verify reservation, address, and credit information.
Promote the preferred guest program and recognize current members and their benefits.
Accept guest payments at registration and checkout; maintain a house bank, make deposits, and accurately report receipts.
Cash checks, exchange currency, issue safety deposit box keys, and post miscellaneous charges as requested.
Respond promptly and professionally to guest questions, telephone calls, complaints, and other concerns; resolve issues efficiently.
Take reservations and perform check-ins and check-outs accurately and efficiently.
Assist guests with luggage and, if applicable, operate or assist with shuttle or transportation service.
Use guests’ names and provide helpful information about the hotel, its services, and the local area.
Handle messages, wake-up calls, mail, and faxes properly; assist with laundry and dry-cleaning needs; be aware of incoming VIPs.
Follow applicable company standard operating procedures and other established company policies, work rules, and procedures.
Maintain positive and professional relationships with coworkers; communicate pertinent information across departments and shifts using meetings, log books, and bulletins.
Help other departments during emergency situations and perform other assignments as directed by the General Manager.
Properly handle and account for keys and follow policies for emergency procedures and security concerns, including protecting guests’ room numbers.
Seek opportunities to sell rooms, including re-rents and last rooms available; promote upgraded rooms, amenities, and outlets to increase revenue.
Maintain thorough knowledge of hotel rooms, function space, restaurants and other outlets, services, pantry items, and the franchise honors program; restock and sell pantry items.
Ensure customers establish credit at check-in and follow credit and inventory control procedures.
Verify reservation and check-in information; obtain name and address verification and payment approval codes; record special billing instructions and notify accounting.
Complete shift closing accurately, obtain required approval signatures and authorization codes, and adhere to hotel cash-bank policies.
Review the communication log book each shift and update it for the next shift.
Report potential sales contacts to the sales department.
Maintain a positive, helpful, responsible, and mature approach; use time wisely, respond positively to new ideas, and accept developmental feedback.