Guest Service Supervisor

Supervises front office staff ensuring an efficient operation producing excellent results for our customers.

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.

Responds to telephone and in-person inquiries regarding reservations, hotel information, local attractions/events and guest concerns.

Responsibilities


* Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.


* Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.


* Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.


* Assist in answering all guest reviews in a timely manner.


* Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.


* Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.


* Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.

Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.


* Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.


* Keeps a monthly log of all discounts and refunds with detailed explanations for ownership.


* Has experience in assisting in managing social media accounts (posting valuable information, diligently multiple times a week to Facebook and Instagram)


* Maintains a friendly, cheerful and courteous demeanor at all times.


* Performs other duties as assigned, requested or deemed necessary by management.


* Works full time at the front desk.


* Responsible for managing call ins and finding all coverage needed for the front desk.


* Assists in building and maintaining an appropriate schedule based on occupancy and the hotels need.

Experience

2 or more full years employment experience in a related position with this company or other organization(s).

Knowledge/Skills


* Requires understanding of all hotel front office procedures.


* Requires high school graduate level mathematical aptitude and knowledge of standard computerized register systems.


* Must have past experience in dealing directly with the public and acquired extensive knowledge of outstanding customer service skills.


* Requires knowledge of company/hotel policies and procedures and the ability to determine course of action b...