Guest Services Supervisor

Hotel Burbank; Burbank (CA); On-site; USD 42,000 - 64,000; Full time

Job summary

Oh So Original, Inc. provides a Front Office Supervisor role overseeing the interface between guests, the hotel, and departments to deliver an outstanding welcome and service experience.

The ideal candidate has front desk/guest services experience with supervisory responsibilities, proficiency in Opera PMS and Micros POS, and a flexible schedule including mornings, nights, weekends, and holidays. Bilingual ability is a plus for this team-oriented property.

Qualifications

• 2 years front office/guest services experience.
• 2 year supervisory experience, or an equivalent combination of education and experience.
• Must be able to work mornings, nights, weekends, and holidays.
• Prefer a four year college degree or equivalent work experience.
• Bilingual (preferred).

Responsibilities

• Oversee front desk/guest services operations and ensure first impressions meet standards.
• Promote guest service excellence and address guest concerns while building rapport.
• Supervise staff with training on policies and procedures; monitor dress and grooming standards.
• Upsell rooms to maximize hotel revenue and ensure accurate cash/credit handling.
• Answer phones, take reservations, assist staff, and maintain hospitality communication norms.
• Maintain safety and security standards and report incidents to management.

Skills

Front office experience

Supervisory experience

Shift flexibility

Customer service

Education

Four-year college degree or equivalent

Tools

Opera PMS

Micros POS

PMS/GDS systems

Job description

Job Summary:

As a Front Office Supervisor, you will oversee the front office activities between the Guest, the hotel, and the various hotel

departments. A Front Desk Supervisor is responsible for supervising the activities that create the first impressions of our Guests

and, therefore, must perform the following tasks to the highest standards.

Duties and Responsibilities:

• Practice OSHA (Occupational Safety and Health Administration) standards and comply with all company safety policies and procedures.
• Promote and ensure a guest service culture of excellence by anticipating guest needs and addressing any concerns while building rapport.
• Assist in supervising the front desk function; assist guest services manager with staff training in all guest related functions, company policies and departmental procedures, ensure staff complies with dress and grooming standards.
• Opens lines of communication between management and staff and creates a culture where employees can offer suggestions and have development opportunities by monitoring performance and assessing weaknesses and strengths closely with management.
• Monitor staff performance and recommend corrective or disciplinary action to the guest services manager. Alert management immediately of potentially serious issues.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank.
• Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions. Use hospitality and hotel standards for communications.
• May be responsible for issuing safe-deposit boxes to guests and ensuring the security of keys.
• Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.
• Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Assure that the safety and security standards set by the hotel and by governmental agencies are followed. Report accidents, incidents, suspected acts or persons, and conditions related to those areas to management and/or proper authorities immediately.
• Follow company and regulatory privacy and security guidelines for guests and employees and train staff on proper procedures and policies.
• May be required to be acting Manager on Duty
• Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.)

Minimum Qualifications:

• 2 years front office/guest services experience
• 2 year supervisory experience, or an equivalent combination of education and experience.
• Must be able to work mornings, nights, weekends, and holidays

Preferred Qualifications:

• Prefer a four year college degree or equivalent work experience
• Strong knowledge of Opera PMS and Micros POS
• Working knowledge of hotel PMS, and GDS systems
• Bilingual

Physical Requirements:

• Frequently standing up or moving within and outside of the facility
• Carrying or lifting items weighing up to 25 pounds
• Handling objects

*The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be all of the responsibilities or qualifications of the job.

Source: Oh So Original