Operations Supervisor

Stonebridge Hospitality Associates•New York City, NY

2d•Onsite

About The Position

The Operations Supervisor assists the General Manager by overseeing the responsibilities of the Hotel's Operations staff, ensuring professional and competent guest service. Key duties include training and monitoring front office staff, daily monitoring of Guest Service Scores to improve satisfaction through training, coaching, and problem resolution. The supervisor communicates with the Engineering and Housekeeping Departments regarding guest requests and room status. This role requires a complete working knowledge of the hotel's software system for all daily transactions, reservations, check-ins, and check-outs, including posting charges and handling payments. The supervisor must also be familiar with all room rates and assist the Guest Service Manager with special requests, group blocking, and unusual circumstances. Maintaining regular attendance, punctuality, adherence to work schedules, and high standards of personal appearance and grooming are also essential.

Requirements

Demonstrates accuracy and thoroughness.
Monitors own work to ensure quality.
Provides the best possible service to clients and customers.
Meets or exceeds productivity standards.
Produces adequate volume of work efficiently in a specific time.
Responds to requests for service and assistance.
Demonstrates the desire and ability to provide high quality service to both internal and external customers.
Solicits customer feedback to improve service.
Asks for and offers help when needed.
Includes appropriate people in decision-making.
Takes responsibility for own actions.
Performs work with little or no supervision; works independently.
Can be relied upon regarding task completion and follow up.
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.
Must have flexibility to work nights, holidays 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.

Responsibilities

Work with General 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.