Guest Service Supervisor

Vision Hospitality Group, Inc.; Florida; On-site; USD 35,000 - 50,000; Full time

Job summary

A leading hospitality company is seeking a Guest Service Supervisor to oversee the Front Office Team, ensuring exceptional guest experiences. This role requires strong communication skills, teamwork, and a commitment to service excellence. The ideal candidate will promote internal growth and maintain high standards of guest service.

Qualifications

• Proven advanced knowledge and skills related to guest services.
• Able to communicate effectively in writing, by telephone, and in person.

Responsibilities

• Assist in overseeing the Front Office and maintain a high standard.
• Monitor and evaluate guest satisfaction.
• Provide personalized, friendly service to every guest.

Skills

Communication

Customer Service

Teamwork

Flexibility

Integrity

Tools

PMS systems

Job description

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Our Culture
We are a highly entrepreneurial company limited only by our imagination. Diversity and teamwork are major aspects of our culture. Our property associates are a highly team-focused group bringing out the uniqueness of each associate to provide great products and services. Success comes to those who continuously seek opportunities to learn and pass on new knowledge. We always strive to be better, never bored, and never complacent. Our teams thrive on hard work, inclusivity, and producing outstanding experiences. We endeavor to make our fellow associates feel comfortable and entrepreneurial so that they can engage unhindered. Finally, giving back to the community is also vital to our culture. Our properties live by the philosophy that they are an important part of their communities and look for ways to partner in the local community to make a difference.

Guest Services / Front Desk Supervisor

Job Description
Guest Services / Front Desk Supervisor assists the Front Office Manager/Operations Manager in overseeing the Front Office Team, which is the main connection between the Guest, the hotel, and the various hotel departments. A Front Office Supervisor is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards. The person in this position must be able to roll their sleeves up and assist our teams when needed, living our “ONE TEAM. ONE VISION.” philosophy. This person must also provide innovative ways that align with our mission to be the best, most respected hotel company in America.

The Job Is Simple

• Focus on ways to promote and engage in internal growth programs.
• Continuously exemplify and live by our Culture.
• Meet/exceed our company goals and three metrics.

Responsibilities

• Complete all required training
• Have proven advanced knowledge and skills related to guest services, PMS systems and basic supervisory skills
• Adhere to all standard operating procedures and property specific brand standards
• Perform any other duties as requested by management to aid in better operation of the hotel and service to the guests
• Provide personalized, friendly service to every guest and associate
• Assist in overseeing the Front Office and maintain a high standard
• Monitor and evaluate guest satisfaction
• Recognize regular and VIP Guests promoting Brand loyalty program
• Maximize room occupancy at best rates
• Promote other services and facilities of the hotel through up-selling techniques
• Assist with other departments when necessary
• Comply with hotel security, fire regulations, and all health/safety regulation and legislation
• Have knowledge of all hotel systems including phone PBX system, key system, PMS systems, and company programs
• Have knowledge of surrounding area

Necessary Skills

• Keep confidential the business functions of the company including, but not limited to, financial status, customer/guest information, employee issues, etc.
• Must be responsible for security of guests, fellow employees and hotel assets
• Have knowledge of fire alarm system and evacuation procedures
• Able to report to scheduled shifts
• Able to communicate effectively in writing, by telephone and in person
• Able to work a flexible schedule
• Is organized, honest, and works well with others
• Maintain a clean and attractive work area, uniform, and person
• Has the highest degree of integrity and is humble, living by the Golden Rule
• Able to work with people from diverse cultures and backgrounds
• Values of dedication, innovation, showing respect, being driven by excellence, being community-focused, and having a spirit of service.
• Be able to bend, reach, kneel, push, and stretch and lift and/or carry up to 25 pounds
• Can perform work for 8 hours and work in a restrictive space/environment.
• Must have eyesight enabling vision both near and far
• Must be able to use/lift arms for up to 8 hours
• Must be able to handle escalated issues within the brand and company guidelines and is able to deescalate any issues to ensure guest satisfaction and company values are demonstrated
• Have finger dexterity for operating equipment such as PMS systems and computers.
• Must speak in a clear, understandable voice, hear at a basic level, and understand English
• Must be able to write effectively to communicate guest needs and operational items for team.