Guest Services Supervisor

Woodmark Hotel•Kirkland, WA

3d•$28•Onsite

About The Position

This position will provide exceptional service to both internal and external guests at all times. They will be responsible to assist in providing leadership, guidance and support to the front desk team in the areas of guest service, training, scheduling and performance management for the overall successful day-to-day operations. They often provides the first point of contact for guests and is responsible for creating an excellent, memorable first impression. The Guest Services Supervisor is fully committed to ensuring that all procedures are performed to the department and property standards and serve as an ambassador for the property.

Requirements

High school diploma or equivalent required
Must be a United States citizen or possess a valid work permit
Possess a valid WA driver’s license and have a clean driving record
Must have excellent phone etiquette
Must be able to read, write and speak English
Must have strong computer skills and working knowledge of Microsoft Office programs
Must be detailed-orientated and able to work well under pressure in a fast-paced environment
Must be able to accurately follow verbal and written instructions
Must possesses excellent verbal and written communication skills
Must be professional in appearance and demeanor
Ability to work weekends and holidays as needed
Ability to work various shift times that may include mornings, mid-days, and evenings
Must have the ability to effectively interact with guests and associates and resolve problems/conflicts in a diplomatic and tactful manner
Must have a passion for creating an exceptional experience for all guests
Must be able to stand on feet throughout the shift, with intermittent periods of walking;
Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance;
Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.
Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis;
While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat);
Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, snow, heat).

Nice To Haves

Prior hospitality front desk experience preferred
At least one year customer service experience preferred
Experience with property management systems is helpful

Responsibilities

Enthusiastically welcome our guests, anticipate their needs, assist them with check in and check out, and respond promptly with your personal spirit, however busy and whatever time of day
Create memorable experiences with a warm, welcoming personality that can relate to guests and associates
Utilize the freedom to go beyond to take initiative to resolve guest complaints and create loyalty
Share your personal passions and knowledge of the services and amenities available to guests to help them feel at home
Collaborate with team members to communicate what you see and hear to staff and management to ensure the guests’ needs are being met
Enjoy multi-tasking at a fast pace while having an impeccable eye for detail to ensure accuracy and efficiency
Demonstrate the ability to effectively interact, coordinate and communicate through daily pre-shift meetings with all team members of high guest impact areas (i.e. reservations, guest services, housekeeping, etc.) to ensure a smooth arrival through departure experience for all guests
Be an expert and demonstrate knowledge of: all hotel features/services, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately
Champion, promote and successfully track departmental and organizational initiatives, such as department incentive program
Ensure Guest Services Team properly complete required checklist items at the end of each shift
Instills a calm, organized approach when interacting in stressful situations
Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction
Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent hotel data
Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction
Assist management to recruit, hire, train and successfully support and manage the talent of all new and existing team members
Assist with the onboarding and training of new team members
As needed, take the lead on conflict resolution throughout the shift and be a support to the agents and bell team
Additional supervisory reservations management duties, including but not limited to: overseeing Group Block, Control inventory & rates, Monitor Call Stats production and ensure house is balanced consistently.

Benefits

Easy access to work - centrally located in Kirkland, Washington.
Free on-property parking for all Team Members.
Daily Meal Credit - $6.00/day automatically added to your paycheck for each shift worked on-site for 5+ hours for all Team Members.
Public Transportation Reimbursement - $40.00/month reimbursement for use of public transportation if eligible.
Team Member appreciation events and recognition celebrations.
Coffee & Tea – Team Members enjoy daily complimentary drip coffee & tea.
Restaurant discounts – Team Members enjoy a 30% discount at The Woodmark Hotel & Still Spa’s restaurant, Carillon Kitchen.
Spa discounts – Team members enjoy a 30% discount at The Woodmark Hotel & Still Spa on all spa services and retail products at Still Spa.
Holiday Bonus Pay
Hotel Room night discounts for Team Members and their Friends & Family.
Carillon Point property discounts at restaurants and businesses.
LifeMart discount program through ADP.
401(k) Plan after 1-year of employment with employer contribution.
Team Member Assistance Program – Free & confidential counseling program
Paid Time Off (PTO) – 17+ days per year for Full-Time Team Members.
Complimentary Life Insurance for Full-Time Team Members.
Voluntary Medical Insurance Full-Time Team Members.
Voluntary Dental Insurance Full-Time Team Members.
Voluntary Vision Insurance Full-Time Team Members.
Voluntary Accident & Critical Illness Insurance Full-Time Team Members.
Voluntary Pet Insurance Full-Time Team Members.