Guest Services Supervisor

The Glen House•Gorham, NH

6d•Onsite

About The Position

This position assists the Guest Service Manager with overseeing the safe and efficient operation of the front desk, maximizes profitability, and ensures high levels of guest satisfaction are achieved. This position may direct the work of others, i.e. delegate tasks, and provide training & support, and resources to the front desk staff.

Requirements

Leadership, problem-solving, and basic computer skills
Ability to share knowledge and teach others to perform tasks
High-level customer service
Effective communication with guests and team members
Able to follow instructions
Learn quickly
Pay attention to detail
Maintain composure when working under pressure
Minimum of 2 years prior customer service experience preferred
General knowledge of bookkeeping and audit procedures helpful
High school diploma or equivalent combination of education and work experience

Responsibilities

Approach all encounters with guests and employees in a friendly, service-oriented manner.
Always maintain a friendly and warm demeanor. Ensure that employees are always attentive, friendly, helpful and courteous to all guests, managers and fellow employees.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Be aware of all rates, packages, and promotions currently offered.
Have knowledge of and assist in all emergency procedures as required.
Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner.
Be able to perform all duties of Guest Services Agent. Run room status reports in a timely manner and relay necessary information to affected departments and individuals.
Monitor key control to maintain hotel security.
Answer all guest inquiries in a timely and professional nature.
Assist in training and cross training of new hires and current employees on a regular basis. Attend meetings/training as required by management.