Guest Services Supervisor-Hampton by Hilton St. Thomas, VI

Hotel Equities•Charlotte Amalie, VI

7h•$23 - $24•Onsite

About The Position

Hotel Equities is seeking a Guest Services Supervisor for the Hampton by Hilton St. Thomas, VI. This role involves responding professionally and courteously to guests, providing accurate information and services, and handling inquiries regarding reservations, hotel information, and guest concerns. The goal is to offer warm, knowledgeable service and helpful guidance to ensure guests feel they have made the right choice. Key responsibilities include greeting and welcoming guests, registering them into the computer system, promoting the preferred guest program, and handling payments. The supervisor will also manage a house bank, cash checks, exchange currency, issue safety deposit box keys, and post miscellaneous charges. Promptly responding to and resolving guest complaints is crucial. The role requires answering the telephone politely and efficiently, taking reservations accurately, and performing check-ins and check-outs with a focus on using guest names and being knowledgeable about the hotel and local area. Handling messages, wake-up calls, mail, and faxes, assisting with laundry/dry cleaning, and being aware of incoming VIPs are also part of the duties. Following Company Standard Operating Procedures and performing other assignments as directed by the General Manager are expected. The position requires being an enthusiastic, helpful, and positive team member, acting professionally and maturely, being understanding and friendly with co-workers, and using time wisely. Maintaining open communication with other departments, communicating pertinent information, responding positively to new ideas, and accepting feedback are essential. Effective communication through meetings, log books, and bulletins, and being available to assist other departments in emergencies are also required. Adherence to all work rules, procedures, and policies is mandatory. Safety and Security Skills include properly handling and accounting for keys, being knowledgeable of emergency procedures and security concerns, and actively seeking opportunities to sell rooms, including re-rents and last rooms available. A complete understanding of hotel rooms, function space, restaurant (if applicable), other outlets, and services is necessary, along with regularly stocking and selling pantry items. Increasing revenues by offering upgraded rooms and promoting hotel amenities and outlets is expected. A full understanding of the franchise honors program is required. Ensuring all customers establish credit upon check-in and improving cash flow by adhering to credit and inventory control procedures are vital. This includes verifying reservation and check-in information, obtaining proper name and address verification and approval codes for cash and credit card customers, identifying and recording special billing instructions, and completing shift closing accurately. Adherence to hotel policies regarding cash banks and staying current with hotel developments by reviewing the communication log book are also key responsibilities. Reporting potential sales contacts to the sales department and protecting guests' room numbers are also part of the role.

Requirements

High School diploma /Secondary qualification or equivalent.
Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.
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 and 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 when 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.

Responsibilities

Greet and welcome guests upon arrival.
Register guests into the computer, verifying reservation, address, and credit information.
Promote “preferred” guest program and provide recognition and benefits to all current members.
Accept payment for guests’ accounts both at the time of registration and at checkout.
Maintain a house bank and make a deposit and accurate report of receipts daily.
Cash checks and exchange currency for guests.
Issue key to and control entrance of safety deposit boxes.
Post miscellaneous charges as requested.
Promptly respond to and resolve guest complaints.
Answer telephone promptly and properly being polite, courteous, and friendly.
Be friendly, thorough, accurate and efficient in taking reservations.
Be friendly, thorough, accurate and efficient in performing Check-ins.
Be friendly, thorough, accurate and efficient in performing Check-outs.
Use the guests’ names.
Be knowledgeable and helpful about the local area, the hotel and hotel services.
Handle messages, wake-up calls, mail, and faxes properly.
Assist guests’ with laundry/dry cleaning needs.
Know of incoming VIPs.
Follow all applicable Company Standard Operating Procedures.
Perform other assignments as directed by the General Manager.
Be an enthusiastic, helpful and positive member of the team.
Be professional, responsible and mature in conduct and behavior.
Be understanding of, encouraging to and friendly with all co-workers.
Be self-motivated and use time wisely.
Maintain open line of communication with each department.
Communicate pertinent information.
Respond positively to new ideas.
Openly accept critical/developmental feedback.
Maintain effective communication through the use of meetings, log books and bulletins.
Be available to help other departments in emergency situations.
Adhere to all work rules, procedures and policies established by the company.
Properly handle and account for keys.
Be knowledgeable of policies regarding emergency procedures and security concerns.
Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available.
Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items.
Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets.
Have full understanding of franchise honors program.
Ensure all customers establish credit upon check-in.
Improves timeliness of cash flow by adhering to all established credit and inventory control procedures.
Verifies all information on reservations check-in; name, address, method of payment, etc.
Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers.
Identifies and records special billing instructions and notifies accounting.
Completes shift closing accurately by getting appropriate approval signatures and authorization codes.
Adheres to hotel policies regarding the use of cash banks.
Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift.
Report potential sales contacts to the sales department.
Protection of guests’ room numbers.