Guest Services Supervisor

Hotel Equities Group, LLC•Frontenac, MO

4d•Onsite

About The Position

Hotel Equities is seeking a Guest Services Supervisor to oversee front desk operations and ensure guests receive a high level of service and hospitality. The role responds to guests’ questions and concerns in person and by telephone, provides accurate information about reservations and hotel services, and helps guests feel welcome throughout their stay. The supervisor trains, directs, coaches, and supports front desk team members; resolves guest complaints; and handles front desk operations such as reservations, check-ins, check-outs, payments, cash controls, and shift reporting. The position also supports guest needs including luggage, messages, wake-up calls, mail, laundry and dry cleaning, local guidance, and—if applicable—shuttle or transportation service. It promotes room upgrades, hotel amenities, and loyalty programs, and coordinates with other departments. The position requires a flexible schedule that may include nights, weekends, and holidays. Most work is performed indoors in a temperature-controlled hotel environment.

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 maintain well-paced mobility for up to four hours at a time and to reach other hotel departments promptly.
Ability to occasionally lift up to 15 pounds.
Ability to perform tasks involving grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing.
Ability to listen, hear, and communicate continuously with guests, supervisors, and subordinates; visual acuity for near vision and depth perception.
Ability to spend extended periods viewing a computer screen and to use necessary office equipment with manual and finger dexterity.
Problem-solving, reasoning, motivating, and training abilities.

Responsibilities

Supervise front desk operations to maintain an optimal level of guest service and hospitality.
Train, direct, coach, and counsel front desk team members and resolve operational issues.
Greet and register guests; verify reservation, address, and payment information; and recognize members of preferred guest programs.
Handle reservations, check-ins, check-outs, guest payments, cash banks, deposits, and accurate daily receipt and shift-closing reports.
Resolve guest complaints and concerns promptly and efficiently.
Answer telephone and in-person inquiries courteously and provide information about the hotel, its services, and the local area.
Handle guest messages, wake-up calls, mail, and faxes.
Assist guests with luggage and laundry or dry-cleaning needs; operate or assist with shuttle or transportation service when applicable.
Manage safety deposit box keys and access, post miscellaneous charges, and protect guest room numbers.
Promote room upgrades, available rooms, hotel amenities, outlets, pantry items, and guest loyalty programs.
Ensure customers establish credit at check-in and follow credit, cash, and inventory control procedures.
Verify reservation details, payment methods, approval codes, special billing instructions, and required authorizations; notify accounting when appropriate.
Review and update the communication log book each shift and communicate pertinent information to other departments.
Report potential sales contacts to the sales department and remain knowledgeable about hotel rooms, function space, restaurants, outlets, and services.
Follow company and hotel procedures, policies, safety and security practices, and directions from the General Manager.
Maintain professional, positive, and cooperative working relationships and assist other departments during emergencies.