Guest Services Supervisor

Longfellow Hotel•Portland, ME

2d•Onsite

About The Position

We are looking for an attentive, engaging, and service-oriented Guest Service Supervisor to join our team. The Guest Service Team Members are often the first in-person contact for our hotel guests. Your Team will support our guests' realized and unrealized needs throughout the hospitality experience at The Longfellow Hotel. The primary responsibility of a Guest Service Supervisor is to make sure our Guest Service Representatives are delivering and exceeding guest expectations, executing brand service standards, resolving guest challenges, and maintaining excellent communication with guests, peers, and supervisors.

Requirements

High School diploma or GED preferred
One year of hospitality experience required
Customer service experience required
Experience handling cash and credit card procedures
Attention to detail
The ability to provide accurate information to customers and co-workers and respond professionally to customer problems or complaints.
The ability to read, write, add, and subtract US currency and comprehend instructions, short emails, and memos.
The ability to follow written and verbal instructions and calmly adapt to changes, delays, and unexpected events while working.
The Ability and flexibility to work various shifts including evenings, weekends, and holidays

Responsibilities

Maintain, Train and work alongside the Guest Services Team for the following:
Greet guests and perform our custom Longfellow Hotel check-in/out procedures
Follow all cash and credit card procedures required by hotel and brand standard
Check expected departures and clear check out
Update housekeeping room status
Explain any of the hotel’s promotional items, and mention various hotel amenities, (i.e. free breakfast, spa, fitness center, voice mail, etc.) to guests during lags in phone or in-person conversations
Respond promptly to any guests’ inquiries or complaints and offer alternate solutions if guest demand cannot be met
Demonstrate commitment to servicing the guest by being hospitable and accommodating
Document any guest accidents by completing the accident report form

Benefits

Competitive salary & benefits
Excellent training and development opportunities
Discounted hotel stays at all our properties
First stay for free and 50% there out
Access to Employee Rate program at New England Inns and Resorts Association (NEIRA) member properties
Discounted meals at our food and beverage operations Twinflower Caf and Five of Clubs
50% Discounted services at our spa operations Astraea
Enrollment in our Flex Spending Accounts (FSA) and Dependent Care programs
Enrollment in Healthiest You, a medical services provider giving you virtual access to doctors and mental health specialists
Voluntary enrollment in individual health insurance at a discounted rate
Voluntary enrollment in dental and vision insurance at a discounted rate
Voluntary enrollment in Uncommon Hospitality IRA plan matching up to 3% contributions