Overnight Guest Relations Supervisor

Four Seasons Hotels and Resorts•Fort Lauderdale, FL

4d•Onsite

About The Position

The Guest Relations Supervisor supervises the Front Desk and Guest Relations Agents, directing staff that perform Front Desk duties while also performing these duties on own: welcome and register hotel guests, check guests out of the hotel, and respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

Requirements

At least 2 years of hotel front desk/reception experience, preferably in a luxury hotel or resort.
Excellent personal presentation and interpersonal skills.
Strong time management skills: ability to multi-task, set priorities, and adjust to changing conditions.
Willing to work in a fast-paced environment.
Ability to operate all computer equipment necessary to perform the job.
Excellent communication and interpersonal skills; ability to work closely with other departments and communicate clearly and effectively with colleagues and guests.
US work authorization is required.

Nice To Haves

Prior supervisory experience is preferred.
knowledge of Microsoft Office Suite, Opera, and HotSOS preferred/is a plus.

Responsibilities

Supervise and direct work of Guest Relations Agents. Lead by example through exemplary performance of all following job duties.
Train and onboard new Guest Relations Agents. Leads daily performance management through coaching.
Check in guests in an efficient and friendly manner, assuring that guest is assigned type of room requested and the correct rate is charged.
Check out guest at end of stay, ascertaining guest satisfaction, collecting keys, posting late charges and settling bill accurately.
Assist with pre-arrival emails, monitor all Chat messages for Concierge, Guest Relations and FD, write special occasion card/notes, and assist with special occasion set up.
Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolve customer complaints; assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
Utilize a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.
Accept reservations, changes and cancellations in the absence of Reservations Department Staff. Assist with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Guest Relations, Guest Services, and lobby coverage.