Guest Services Supervisor

Hospitality America; Baton Rouge (LA); On-site; USD 48,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Paid vacation

401k

Job summary

Hospitality America's Hampton Inn & Suites Baton Rouge Downtown is seeking a guest services supervisor to lead front desk operations, train and mentor staff, and deliver outstanding guest experiences.

You will implement processes, manage cash and reports, recruit and develop the team, while upholding our PEACH values and ensuring smooth check-in/check-out for guests.

Qualifications

• 1-2 years of customer service leadership preferred.
• Familiarity with hotel operations and front desk procedures.
• Exceptional verbal and written communication skills.
• Ability to manage multiple responsibilities in a fast-paced environment.
• Ability to lead, train, and develop front desk staff aligned with PEACH values.

Responsibilities

• Lead the daily front desk operations to provide guests with a superior check-in/check-out experience.
• Act as a problem solver for guests and empower staff to do the same.
• Implement and maintain processes that meet or exceed guest satisfaction measures.
• Ensure front desk staff are trained in operations, policies, brand standards, and service.
• Recruit, mentor, train, and support front desk staff to perform at their best.
• Provide development opportunities to improve leadership pathways.
• Oversee cash, vouchers, inventories, and receivables.
• Produce accurate financial reports in a timely manner.
• Ensure personnel files comply with laws and regulations.

Skills

Front desk leadership

Customer service

Staff training

Problem solving

Job description

We are looking for a customer-focused, energetic leader who is ready to take their career to the next level as our new Guest Services Supervisor at our Hampton Inn & Suites Baton Rouge Downtown hotel. In this role, you’ll have the ability to lead and grow our front desk operations by training, coaching, and mentoring the front desk staff enabling them to provide outstanding guest experiences. If you thrive on connecting with people, making an impact while enjoying a competitive salary and benefits package, we want to talk to you.

About Us

At Hospitality America, we provide hospitality management services across all aspects of hotel management and operations through a principled approach that is guided by our values. What we call P.E.A.C.H.

• PASSIONATE – Passionate with the spirit to serve.
• EXCELLENCE – Committed to excellence that inspires results.
• ADAPTABLE – Adjust, adapt, and overcome.
• COMMUNITY – Creators of a collaborative community invested in growth.
• HUMBLE – Humble, trustworthy, and transparent.

What You’ll Do

• Lead the daily operations of the front desk by empowering all front desk staff to provide all guests with a superior check-in/check-out experience and that all guests’ needs are met with friendly and efficient service.
• Act as a problem solver for our guests providing win/win solutions and empower the front desk staff to do the same.
• Implement and maintain processes and procedures that meet or exceed hotel guest satisfaction measures.
• Ensure all front desk staff are trained in all front desk operations, hotel policies, brand requirements, and customer service standards.
• Recruit, mentor, train, and support all front desk staff enabling them to perform at their best.
• Provide regular development opportunities for front desk staff to improve our leadership pipeline.
• Oversee the financial control procedures for cash, vouchers, inventories, and receivables.
• Produce accurate financial reports in a timely manner.
• Ensure personnel files are accurate and comply with both local and federal laws and regulations.

Why Hampton Inn & Suites Baton Rouge Downtown

• Competitive Salary: We believe in recognizing and rewarding our team members for their hard work.
• Exciting and Fun Work Environment: Nobody wants to work in a dull and boring environment, join a team that believes you should enjoy coming to work every day!
• Top Notch Training and Growth Opportunities: We’ll make sure you have what you need to excel in your career!
• Medical, Dental, and Vision coverage.
• Paid vacation time.
• 401k Retirement Plan.

Education And Experience

• Familiarity with hotel operations, including check-in/check-out procedures, room allocations, billing processes, and general hotel policies preferred.
• 1-2 years of customer service leadership preferred.
• Exceptional verbal and written communication skills.
• Ability to handle various responsibilities simultaneously, such as answering phone calls, managing guest requests, and coordinating with other departments.
• Ability to cultivate a productive team that embodies PEACH.
• Ability to work in a fast-paced, dynamic environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to stand for prolonged periods of time.
• Must be able to lift up to 50 pounds.
• Must be able to navigate various departments of the organization’s physical premises.