Guest Services Supervisor

HEI Hotels & Resorts•San Diego, CA

8d•$30 - $31•Onsite

About The Position

The Guest Services Supervisor assists the Front Office Manager in managing Front Office operations to achieve guest satisfaction, quality service, compliance with corporate and franchise policies and procedures, and financial goals. The role ensures guests’ arrival, departure, and other interactions are handled efficiently and in a friendly manner. The supervisor leads guest-service standards during the shift, guides Front Desk Agents, handles guest complaints, supports front-desk and PBX coverage, and helps coordinate room readiness and transportation. The position is at the Wyndham San Diego Bayside.

Requirements

One year of customer-service experience in hospitality or a similar industry.
Ability to work effectively with internal and external customers, including exercising patience, tact, and diplomacy to de-escalate concerns, gather accurate information, and resolve conflicts.
Basic mathematical skills and ability to use a calculator for moderately complex calculations accurately.
Ability to access and accurately enter information using a moderately complex computer system.
Ability to stand, walk, and continuously perform duties behind the front desk.
Ability to observe and detect signs of emergency situations, with or without reasonable accommodation.
Ability to communicate verbally and in writing and prepare complex reports concerning room availability and revenues generated.
Ability to establish and maintain effective working relationships with associates, customers, and patrons.
Effective verbal and written communication skills, including the ability to adapt communication style to different audiences.

Responsibilities

Communicate clear verbal and written direction to staff; assign and instruct Guest Service Agents, observe performance, and encourage improvement.
Welcome guests promptly, listen to requests, respond appropriately, and provide accurate information about hotel outlets and local attractions.
Complete guest registration and checkout processes, manage room assignments and electronic keys, and provide applicable welcome materials.
Promote HEI Hotels and Resorts and brand-specific marketing programs.
Verify and authorize credit cards; handle cash and other payment forms; balance an assigned house bank; post charges to guest rooms and house accounts; and perform mathematical calculations accurately.
Answer telephone calls, enter and relay messages, and retrieve mail, small packages, and facsimiles for guests as requested.
Remain calm and alert during emergencies and periods of heavy activity, and serve as a role model for associates.
Research and resolve guest complications and complaints, using sound judgment and authorizing revenue allowances only after offering other alternatives.
Comply with attendance rules and maintain regular availability for work.
Lead customer engagement and guest-service standards during the shift.
Follow up on, address, and communicate guest complaints during the shift.
Guide and assist Front Desk Agents as needed, and relieve Front Desk Agents and PBX staff for breaks.
Balance the house and manage inventory in conjunction with the Rooms Controller.
Review and confirm airline accuracy, room readiness, and shuttle transportation.
Cover call-offs and staffing shortages.
Perform other job-related duties as assigned.