Guest Experience Supervisor

Elliot Park Hotel; Minneapolis (MN); On-site; USD 27,000 - 39,000; Full time

Benefits offered by this job

Complimentary Parking

Medical

Dental

Vision

Pet Insurance

Employer paid Life/LTD

Fully vested 401k

Employee Assistance Program

PTO

Holiday Pay (Hourly)

Recognition Program

Volunteer Initiatives

Marriott Hotel Travel Discounts

Job summary

The Guest Services Supervisor at Elliot Park Hotel in Minneapolis, MN provides leadership to the Guest Services team, ensuring the highest quality service in line with hotel standards. You will train colleagues, address issues, and use problem solving to ensure guests have a memorable stay.

Responsibilities include guiding the team during shifts, handling check-in/check-out, resolving complaints, coordinating with other departments, and maintaining guest history data.

Qualifications

• Minimum two years’ experience in a Guest Services position with a full-service hotel.
• Must have High School diploma or the equivalent.
• Attention to detail and speed and accuracy with the ability to remain calm and resolve problems using good judgement.
• Ability to work effectively with co-workers as part of a team and with minimal supervision.
• Strong computer skills, including Microsoft Office, Property Management Systems, and other communication platforms.
• Good reading, writing, and oral proficiency in the English language.
• Flexibility to work a varied schedule, which may include weekends and holidays.
• Ability to lift and carry up to 40 pounds on own and up to 100 pounds with assistance.
• Ability to stand for entire shift.

Responsibilities

• Provide guidance and leadership to the Guest Services team to ensure consistent quality of guest service is provided to all guests in accordance with hotel standards.
• Observe performance and encourage improvement.
• Resolve guest complaints by conducting thorough research of the situation and the most effective solution.
• Prepare and conduct daily pre-shift meetings, communicate effectively with all staff, and provide them with any information necessary to provide the highest level of service.
• Make recommendations for training related issues when inconsistencies develop.
• Authorize revenue allowances to remedy problems in the case alterative solutions have been offered but not accepted.
• Perform all Front Office assigned functions to prepare and execute the ideal experience to guests.
• Anticipate guests’ needs and respond promptly and acknowledge all guests, however busy and regardless of time of day.
• Responsible for the check-in/check-out of all guests.
• Maintain the highest quality database of guest history, preferences, and information.
• Provide quality and genuine service by responding to guests and team members promptly, efficiently, and courteously.
• Ensure the safety and well-being of guests and co-workers by maintaining a knowledge of crisis and emergency procedures.
• Ensure inter-departmental communication and cooperation in the interest of better guest satisfaction.
• Be knowledgeable of the Hotel and surrounding area.
• Stay current with hotel procedures by attending each pre-shift and departmental meeting set.
• Ensure standards are maintained at the highest level.
• Responsible to achieve and maintain a high guest retention ratio and high guest satisfaction scores.
• Maintain confidentiality of guest information and pertinent hotel data.
• Keep work area and public areas neat and tidy at all times.
• Maintain a professional and personable appearance at all times, according to hotel standards.
• Successfully achieve the hotel’s core values of ownership, innovation, craft, respect, and community.

Education

High School diploma or the equivalent

Job description

The Guest Services Supervisor at Elliot Park Hotel in Minneapolis, MN provides leadership to the Guest Services team, ensuring the highest quality service in line with hotel standards. You will train colleagues, address issues, and use problem solving to ensure guests have a memorable stay.

Responsibilities include guiding the team during shifts, handling check-in/check-out, resolving complaints, coordinating with other departments, and maintaining guest history data.