Guest Services Supervisor | Field & Stream Lodge Co. | Bozeman, MT

PM Hotel Group•Bozeman, MT

14h•Onsite

About The Position

Field & Stream located in Bozeman, Montana is seeking a full-time Guest Services Supervisor. This position is designed with growth in mind, providing opportunities to take on increased responsibilities and advance into an Assistant Front Office Manager role as skills and performance develop.

Requirements

Excellent interpersonal skills and the ability to work well with co-workers and the public.
Possess a courteous, friendly and professional manner.
Independent thinker and a ‘quick study’.
Good team player.
Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
Strong customer service focus.
High quality standards for production and service.
Ability to solve practical problems and deal with a variety of situations.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.
Ability to work well under pressure and handle multiple tasks at once.

Responsibilities

Develop in depth understanding of the property management system and POS functionality.
Provide gracious and sincere customer service to all arriving and departing hotel guests and visitors.
Follow all specified hotel procedures to properly conduct Front of the House business including but not limited to: Answering telephones in a prompt and professional manner and providing assistance to callers, Taking reservations in person and over the phone, Reading and responding to hotel email, Checking guests in and out, Completing group pre-registrations and key packets, Posting charges and processing payments, Communicating with Housekeeping and Maintenance, Handling mail and coordinating deliveries of messages and packages, Anticipating guests’ needs, acting promptly to acknowledge all guests, however busy and whatever time of day.
Communicate service and amenities of the hotel to guests and provide Concierge service as needed. Maintain a fluent knowledge of local restaurants, special events, city attractions, and outdoor activities.
Coordinate daily arrival/departure preparation, special requests, room assignments and guest amenity/recognition programs.
Work closely with other departments in order to facilitate increased levels of communication and guest satisfaction.
Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest satisfaction.
Conduct regular inventories of front office supplies to ensure stock is adequate and orders are placed as needed.
Coordinate relocation of guests when necessary.
To diplomatically and effectively handle all guest complaints, referring to the General Manager if necessary.
Complete shift checklists and special projects as assigned.
Ensure that all front desk staff follow all specified procedures to correctly handle all cash, credit and gift certificate transactions.
Monitor the front desk and lobby areas to ensure they are always clean and well organized.
Be completely familiar with hotel emergency procedures, and provide, calm, reassuring assistance to guests and fellow employees in the event of an emergency.
Promote and comply with all company policies and procedures.
To immediately report all suspicious occurrences and hazardous conditions.
To maintain the cleanliness and safety of work areas at all times.
Focus on safety and the following of safe work practices by yourself and those under your direction. Including compliance with company safety standards, and state and local regulations that pertain to your department.
To attend all mandatory meetings as directed.
To perform other tasks, including cross-training, as directed.