Guest Services Supervisor

Stonebridge Hospitality Associates; États-Unis; Sur place; USD 29 000 - 31 000; Plein temps

Résumé du poste

Stonebridge Hospitality Associates in Westminster, Colorado is seeking a Guest Services Supervisor to assist the Assistant General Manager in leading the Front Office team and ensuring professional guest service. The role includes training staff, monitoring guest service scores, and coordinating with Engineering and Housekeeping to fulfill guest requests.

The position requires a Bachelor’s degree (or equivalent) and 1–2 years related experience, with the ability to read, write, and communicate

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• One to two years related experience and/or training; or equivalent.
• Ability to read, write, and communicate fluently in English.

Responsabilités

• Oversee front office staff training and monitoring.
• Monitor guest service scores and drive improvement through coaching.
• Coordinate with Engineering for maintenance requests and with Housekeeping for room needs.
• Assist with reservations, check-ins, and check-outs; manage charges posting.

Connaissances

Front office supervision

Customer service

Training & coaching

Communication

POS systems

Outlook & Excel

Formation

Bachelor's degree

Outils

POS system

Outlook

Excel

Hotel management software

Description du poste

City, State: Westminster, Colorado

We are looking for an energetic individual to help us deliver top notch service to our guests on a daily bases.

Hourly Pay: $21-$22.50/hr BOE

The purpose of a Guest Services Supervisor is to assist the Assistant General Manager by overseeing the responsibilities of the Front Office staff ensuring that the guests are being serviced in a professional and competent manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Work with the Assistant General Manager to train and monitor front office staff.
• Monitors Guest Service Scores daily and takes action to improve guest satisfaction through training, coaching and problem resolution.
• Communicates with the Engineering Department regarding any maintenance requests from the guests.
• Communicates with the Housekeeping Department regarding guest rooms and requests.
• Has complete working knowledge of software system, including all daily transactions and those which are not performed often.
• Has full understanding of software system and assists with reservations, and checking guests in and out of the hotel.
• Knows how and where to post all charges.
• Handles checks and credit cards received from the guests for payment of hotel charges.
• Knows all room rates.
• Assists the Assistant General Manager by handling special requests, group blocking and unusual circumstances.
• Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
• Performs any other duties as requested by supervisor.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

DESIRED COMPETENCIES, WORK SKILLS, AND KNOWLEDGE

To perform the job successfully, an individual should demonstrate the following competencies. Other competencies may be required.

• Associate demonstrates a high QUALITY of work:
• Demonstrates accuracy and thoroughness.
• Monitors own work to ensure quality.
• Provides the best possible service to clients and customers.
• Associate demonstrates acceptable PRODUCTIVITY standards
• Meets or exceeds productivity standards.
• Produces adequate volume of work efficiently in a specific time.
• Associate demonstrates excellent CUSTOMER SERVICE SKILLS
• Responds to requests for service and assistance.
• Demonstrates the desire and ability to provide high quality service to both internal and external customers.
• Solicits customer feedback to improve service.
• Associate demonstrates INITIATIVE
• Asks for and offers help when needed.
• Includes appropriate people in decision-making.
• Associate demonstrates ACCOUNTABILITY for their job performance
• Takes responsibility for own actions.
• Performs work with little or no supervision; works independently.
• Can be relied upon regarding task completion and follow up.

EDUCATION AND EXPERIENCE REQUIREMENTS :

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

QUALIFICATIONS

• Must have flexibility to work nights, weekends and holidays.
• Must be able to read and write fluent English.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to interpret and perform basic computer and POS system functions. Knowledge of Outlook, Word and Excel.

SUPERVISOR RESPONSIBILITIES

Position will supervise front desk staff, in conjunction with the Assistant General Manager.

WORK ENVIRONMENT:

The work environment normally entails the following:

• Indoor work environment
• Minimal to moderate noise levels consistent with hotel environment

PHYSICAL DEMANDS

During the course of performing the physical demands of this position, associates are expected to observe and adhere to safety and security procedures, promoting a safe work environment.

The physical activity normally entails the following attributes.

• Position is expected to:
• Stand more than 2/3 of the time
• Walk more than 2/3 of the time
• Sit less than 1/3 of the time
• Lift up to ten pounds.
• Push / pull up to 10 pounds.

Equal Employment Opportunity: Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.

All Stonebridge openings are projected to close within 30 days of t