Guest Services Supervisor - Sheraton Columbia, South Carolina

Hotel Equities•Columbia, SC

7d•Onsite

About The Position

Hotel Equities is seeking a Guest Services Supervisor for the Sheraton Columbia Downtown Hotel in South Carolina. The primary purpose of this role is to enhance customer satisfaction by ensuring efficient and courteous Front Desk service in line with company standards. This involves professionally and courteously assisting guests with inquiries and services, responding to telephone and in-person requests regarding reservations, hotel information, and guest concerns.

Requirements

1-2 years hotel front desk experience required
Must be able to speak, read, write and understand the primary language(s) used in the workplace.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Must possess basic computational ability.
Must possess basic computer skills.
Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.
Must be able to stand and exert well-paced mobility for up to 4 hours in length.
Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
Must be able to lift up to 15 lbs occasionally.
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, hearing ability and visual acuity.
Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
Ability to spend extended lengths of time viewing a computer screen.
Requires manual dexterity to use and operate all necessary equipment.
Must have finger dexterity to be able to operate office equipment
Being passionate about people and service.
Strong communication skills are essential when interacting with guests and employees.
Reading and writing abilities are used often to completing paperwork, logging issues/complaints/requests/ information updates, etc.
Basic math skills are used frequently when handling cash or credit.
Problem-solving, reasoning, motivating, and training abilities are often used.
Have the ability to work a flexible schedule including nights, weekends and/or holidays

Nice To Haves

Supervisory experience strongly preferred.

Responsibilities

Supervise and lead front desk operations to ensure optimal guest service and hospitality.
Train, direct, resolve issues, lead, coach, and counsel front desk team members.
Ensure Front Desk Associates understand and anticipate guest expectations.
Empower associates to satisfy guests and make decisions.
Resolve customer issues, complaints, and problems quickly and efficiently.
Ensure proper handling of phones/switchboard, check-ins/check-outs, and reservations.
Oversee and assist with amenity, gift shop, and pantry needs.
Ensure messages, wake-up calls, mail, and faxes are handled properly.
Assist Front Desk Associates during peak times, breaks, tardiness, and absences.
Review incoming reservations, pre-block rooms with special requests, and coordinate special requests.
Ensure VIP program execution.
Be available to assist other departments in emergency situations.
Maintain effective communication with all departments through meetings, log books, bulletins, and emails.
Communicate all pertinent information.
Relay safety guidelines to customers.
Model desired behavior.
Increase revenues by offering upgraded rooms and promoting hotel amenities.
Complete shift closing accurately.
Have complete knowledge of hotel rooms, function space, restaurant, other outlets, and services.
Follow all company standard operating procedures (SOP).
Adhere to all work rules, procedures, and policies.
Perform other duties as assigned by managers.