Guest Services Supv

Courtyard Manchester • Manchester, NH

1d • Onsite

About The Position

The Guest Services Supervisor assists the Guest Services Manager and Assistant Guest Services Manager in providing attentive, courteous, and efficient service to guests before arrival and throughout their stay, while maximizing room revenue and occupancy. The supervisor supports front desk operations, guest requests, hotel security, employee training, and adherence to hotel standards.

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.
• Ability to communicate effectively, verbally and in writing, 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 maintain a warm, friendly, attentive, courteous, and service-oriented demeanor.
• Ability to work flexible and long hours sometimes.

Nice To Haves

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

Responsibilities

• Obtain necessary information for 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.
• Stay informed about current rates, packages, promotions, in-house groups, and closed-out or restricted dates.
• Follow and enforce hotel credit policies.
• Complete and ensure accurate filing of bucket checks, room rate verification reports, and housekeeping reports.
• Maintain proper operation of the P.B.X. console and ensure applicable standards are met.
• Maintain good communication and teamwork with employees and other hotel departments.
• Assist the Guest Services Manager in ensuring employees maintain service standards, including phone answering, guest callbacks, and use of the guest request log.
• Know and assist with emergency procedures as required.
• Oversee friendly, efficient, and courteous guest check-in and check-out.
• Complete all duties on the shift checklist in a timely and efficient manner.
• Be responsible for the issued house bank.
• Perform all duties of a Guest Services Agent.
• Run room status reports promptly and relay 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 regular training and cross-training of new and current employees.
• Maintain regular attendance, personal appearance, grooming, and required uniform and nametag.
• Attend required hotel meetings and trainings, comply with hotel standards and regulations, and support safe and efficient operations.
• Identify productivity problems 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 (EAP)
• Educational opportunities and 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