Guest Services Supervisor

Stonebridge Hospitality Management•Walnut Creek, CA

6d•Onsite

About The Position

The Guest Services Supervisor is responsible for overseeing daily front office operations, including guest reception, reservations, and telephone services, ensuring a high level of guest satisfaction. This role supports the Front Office Manager and supervises the front office team to maintain established service standards and operational efficiency. The purpose of a Guest Services Supervisor is to assist the Guest Service Manager by overseeing the responsibilities of the Front Office staff ensuring that the guests are being serviced in a professional and competent manner.

Requirements

Must have flexibility to work nights and weekends.
Must be able to read and write fluent English.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to interpret and perform basic computer and POS system functions.
Knowledge of Outlook, Word and Excel.

Nice To Haves

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Responsibilities

Work with Guest Services Manager to train and monitor front office staff.
Monitors Guest Service Scores daily and takes action to improve guest satisfaction through training, coaching and problem resolution.
Communicates with the Engineering Department regarding any maintenance requests from the guests.
Communicates with the Housekeeping Department regarding guest rooms and requests.
Has complete working knowledge of software system, including all daily transactions and those which are not performed often.
Has full understanding of software system and assists with reservations, and checking guests in and out of the hotel.
Knows how and where to post all charges.
Handles checks and credit cards received from the guests for payment of hotel charges.
Knows all room rates.
Assists the Guest Service Manager by handling special requests, group blocking and unusual circumstances.
Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
Performs any other duties as requested by supervisor.
Position will supervise front desk staff, in conjunction with the Guest Service Manager.