Guest Services Supervisor

HRI Hospitality•Salt Lake City, UT

3d•Onsite

About The Position

Responsible for the supervision of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements, and maintains a service and management philosophy that serves as a guide to respective staff.

Requirements

High school graduate or equivalent, some college
Previous experience as a Guest Service Agent
Must be able to satisfactorily communicate in English with guests, management and co-workers
Must be able to provide legible communication
Ability to enforce hotel's standards, policies, and procedures with Front Desk staff.
Ability to prioritize and organize work assignments; delegate work
Ability to direct the performance of staff and follow up with corrections where needed
Must be able to think clearly, analyze and resolve problems exercise good judgment
Ability to focus attention on details
Ability to remain calm and courteous when consulting with demanding, difficult guests and/or situations
Must be able to perform job functions to standards under pressure of multiple arrivals and departures.

Responsibilities

Maintain complete knowledge at all times of all hotel features/services, and hours of operation, all room types, numbers, layout, decor, appointments, and location, all room rates, special packages, and promotions, daily house count and expected arrivals/departures, room availability status for any given day, scheduled in-house group activities, locations, and times, and all hotel and departmental policies and procedures.
Meet with the departing Front Desk Supervisor or Night Auditor to review business status and follow up items.
Access all functions of the computer system according to established procedures and standards.
Answer the department telephone within three rings, using the correct greeting and telephone etiquette.
Check the Front Desk and storage areas for proper supplies, organization, and cleanliness. Instruct designated personnel to rectify any cleanliness/organization deficiencies.
Review the previous day's occupancy and room revenues. Monitor revenues derived from telephone, garage, and sundries. Monitor expenses (telephone, cost of sales, supplies, commissions, and labor). Resolve discrepancies with Accounting. Track actual numbers against the budget.
Ensure that staff report to work as scheduled. Document any late or absent employees.
Coordinate breaks for staff.
Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift.
Identify situations that could compromise the department's standards and delegate these tasks.
Conduct pre-shift meetings with staff and review all information pertinent to the day's business.
Inspect grooming and attire of staff; rectify any deficiencies.
Inspect, plan, and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel including Front Desk staff, PBX Staff, and Reservations Staff.
Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations, and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
Monitor communication logs and ensure that guest requests are followed up within 20 minutes. Check for repetitive problems and follow through on any unresolved requests.
Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. Handle guest reports on theft from safe deposit boxes according to hotel procedures.
Monitor guest mail and ensure that it is processed according to procedures.
Monitor and ensure that express check-outs are processed through the system correctly in accordance with hotel check-out standards.
Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
Assist guests with reports of lost or stolen articles, following hotel policy.
Adhere to hotel requirements for guest and employee accidents or injuries and in emergency situations.
Contact newly registered guests ten minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.
Ensure the security of guest room access.
Monitor and ensure that all cashiering procedures comply with Accounting policies and standards: Contracted banks, Shortages and Overages, Late charges, Petty cash and paid outs, Adjustments, Posting charges, Making change for guests, Cashing personal or travelers checks, Payment methods or processing, Settling accounts, Closing reports, Cashier reports, Balancing receipts, Dropping receipts, Securing banks.
Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
Anticipate sold-out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and "walk" guests, following hotel policies and procedures.
Audit surrounding area hotels daily for the status of rooms, rates, discount rates, and packages. Maintain a current list of available locations for walk situations.
Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximize labor costs, deep cleaning, and maintenance of rooms.
Review the arrival report for accuracy and completeness. Check printed registration cards against information on arrival report; rectify any deficiencies with respective personnel.
Work closely with housekeeping management to ensure the accurate status of each room, the readiness of rooms for check-in and to report guest concerns.
Print special requests report and block according to specifications.
Balance room types daily according to departmental procedures.
Review resumes for arriving groups; organize and coordinate master accounts and check-in/check-out, pre-registration procedures.
Coordinate delivery time of amenities with room service, ensuring timely delivery.
Monitor V.I.P. arrivals; greet and escort them to their room.
Review requests for late check-outs and approve them according to occupancy. Communicate such to Housekeeping.
Review all out-of-order rooms daily with respective departments to determine the most current status and the estimated date for return-to-room inventory.
Print report on discrepant rooms, research discrepancies, and enter current status accordingly.
Complete bucket check nightly according to departmental procedures.
Maintain awareness of undesirable persons on hotel premises and escort off property; contact Security where necessary.
Ensure all closing duties for staff are completed before staff sign out.
Foster and promote a cooperative working climate, maximizing productivity and employee morale.
Prepare and submit daily/weekly payroll records.
Complete work orders for maintenance repairs and submit them to Engineering. Contact Engineering directly for urgent repairs.
Complete all paperwork and closing duties in accordance with departmental standards.
Review the status of assignments and any follow-up action with the on-coming supervisor.