Guest Services Supervisor

Hotel Equities Group, LLC•Seattle, WA

11d

About The Position

Hotel Equities is seeking a Guest Services Supervisor to oversee front desk operations and ensure guests receive an optimal level of service and hospitality. The role provides accurate, timely information and services to arriving, departing, and in-house guests, and responds to reservation, hotel-information, and guest-concern inquiries in person and by telephone. The supervisor trains, directs, coaches, and counsels front desk team members; resolves operational issues and guest complaints; and supports guest satisfaction and service quality. The position also handles guest registration and checkout, reservations, payments, cash and credit procedures, guest requests, hotel information, and opportunities to promote rooms, amenities, and services. The role follows company and hotel procedures and works collaboratively with other departments. Work is primarily indoors in a temperature-controlled hotel environment. The position requires regular guest and coworker interaction, use of a computer and office equipment, and the ability to stand and move around the hotel. A flexible schedule that may include nights, weekends, and holidays is required.

Requirements

High school diploma, secondary qualification, or equivalent.
Experience with Marriott, Hilton, IHG, Wyndham, or Hyatt processes and standards.
Ability to speak, read, write, and understand the primary language(s) used in the workplace.
Good verbal and written communication skills.
Basic computational and computer skills.
Extensive knowledge of the hotel, its services, and facilities, and general knowledge of the city and its attractions.
Ability to work a flexible schedule, including nights, weekends, and/or holidays.
Ability to stand and exert well-paced mobility for up to four hours at a time and to reach other hotel departments in a timely manner.
Ability to lift up to 15 pounds occasionally.
Ability to grasp, write, stand, sit, walk, perform repetitive motions, bend, climb, and use listening, hearing, and visual abilities.
Ability to spend extended periods viewing a computer screen and manual dexterity to operate necessary equipment and office equipment.
Passion for people and service; strong communication skills when interacting with guests and employees.
Reading and writing abilities for paperwork and logging issues, complaints, requests, and information updates.
Basic math skills for handling cash or credit.
Problem-solving, reasoning, motivating, and training abilities.

Responsibilities

Supervise front desk operations to ensure an optimal level of guest service and hospitality.
Train, direct, coach, and counsel front desk team members, and resolve team issues and problems.
Resolve guest issues and complaints promptly and efficiently.
Greet arriving guests, register them in the computer, and verify reservation, address, and credit information.
Promote the preferred guest program and recognize current members and their benefits.
Accept guest payments at registration and checkout; maintain a house bank, make deposits, and accurately report receipts daily.
Cash checks, exchange currency, issue keys to safety deposit boxes, control access to them, and post miscellaneous charges as requested.
Answer telephone inquiries promptly and courteously; take reservations and complete check-ins and checkouts accurately and efficiently.
Assist guests with luggage and, if applicable, operate or assist with shuttle or transportation service.
Provide information about the hotel, its services, and the local area; use guests’ names and be aware of incoming VIPs.
Handle messages, wake-up calls, mail, and faxes; assist with laundry and dry-cleaning needs.
Follow company standard operating procedures and other established work rules, procedures, and policies.
Communicate pertinent information across departments and shifts using meetings, log books, and bulletins; update and review the communication log each shift.
Help other departments in emergency situations and perform other assignments as directed by the General Manager.
Handle and account for keys, follow emergency and security policies, and protect guests’ room numbers.
Seek opportunities to sell rooms, including re-rents and last rooms available, offer room upgrades, and promote hotel amenities and outlets.
Maintain knowledge of hotel rooms, function space, restaurants and other outlets, services, pantry items, and the franchise honors program; restock and sell pantry items.
Ensure customers establish credit at check-in and follow credit and inventory control procedures, including verifying reservation details, securing payment approvals, recording special billing instructions, notifying accounting, and obtaining required shift-closing approvals.
Report potential sales contacts to the sales department.
Maintain professional, positive, responsible, and mature conduct; use time wisely, accept feedback and new ideas, and support coworkers.

Benefits

Medical, dental, and vision insurance available for full-time employees and their families.
Short-term and long-term disability insurance.
Supplemental life insurance and flexible spending account.
401(k) eligibility after six months of employment, with up to a 5% company match.
Vacation time: 80 hours during the first three years of service.
Sick time accrued at one hour per 30 hours worked.
Paid holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas Day.
Same-day pay available.
Employee Assistance Program.
Career growth opportunities and Manager Training Program.
Reduced room rates throughout the portfolio.
Third-party perks, including movie tickets and attractions.
Cell phone allowance.
Access to the Talent team to help employees reach career goals.
Employee discount.
Flexible schedule.
Parental leave.
Referral program.