Guest Services Supervisor
- Employer
- Reunion Resort & Club
- Location
- Kissimmee, Florida
- Salary
- NA
- Posted
- Nov 21, 2017
- Closes
- Dec 26, 2017
- Industry
- Hospitality
- Category
- Customer Service, Front Desk
- Contract Type
- Permanent
- Hours
- Full Time
- Career Level
- Experienced (Non-Manager)
POSITION OBJECTIVE
Effectively and efficiently supervise the operation of the front desk. This includes assisting guests with the check in and check out process, running necessary reports, assigning staff lunches and being the first responder for guest situations. This role will provide positive leadership and motivation for Front Desk Service Professionals. It will also increase guest satisfaction by providing and promoting a genuine service experience.
ESSENTIAL JOB FUNCTIONS
•Provide daily supervisory leadership for their assigned shift
•Ability to work any and all scheduled shift, being day, mid or night shifts
•Assign hotel rooms to guests based on their unique requests and preferences in order to provide the guest with a positive experience
•Cater to repeat guests and coordinates room assignments based on their travel patterns
•Confirm any reservation cancellations and preregister designated guests prior to their arrival
•Coordinate the handling of guest preferences with hotel staff; organize room arrangements with housekeeping staff and follow-up with necessary departments to ensure the smooth running of room preparation and the guest’s overall satisfaction with the hotel experience
•Acts as the Front Desk Team department liaison, working directly with supporting departments to ensure guest concerns are resolved in a timely manner. ( i.e. Housekeeping, Reservations, Engineering, Property Management, etc)
•Maintain complete knowledge at all times of the following and ensure information is shared with staff:
*All hotel features/services, hours of operation
*All room types, numbers, layout, decor, appointments and location
*All room rates, special packages and promotions
*Daily house count and expected arrivals/departures
*Room availability status for any given day
*Scheduled in-house group activities, locations and times
*All hotel and departmental policies and procedures
•Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable on such
•Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations
•Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently
•Monitor communication logs and ensure that guest requests are handled correctly
•Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures
•Assist guests with any challenges and provide service in line with department standards
•Assist staff with recognizing and correcting errors with guest billing or payments
•Assign breaks for Service Professionals
•Assist in providing departmental training for all newly hired Service Professionals
•Initial person responsible for assist guests with any challenges or concerns they have and providing limited compensation in line with department policies
•Running/Creating reports
•Review completion of checklists at end of shift
•Overseeing agents phone verbiage and response times
•Monitoring call volume and assist with answering incoming calls as needed
•Speak, read and write fluently in English language and use/promote
•Perform additional duties as required by Management and/or business demands
EDUCATION/EXPERIENCE
•Previous Supervisor and Front Desk experience preferred
•High school diploma required
REQUIREMENTS
•Be physically able to reach, bend and stoop, and lift objects weighing up to 60 pounds.
•Be able to work in a hot, cold, wet, humid and loud environment for a long period of time.
•Be able to work in a standing and/or sitting position for longer periods of time.