Job Description
Job Title: Guest Services Supervisor
Department: Front Desk/Guest Services
Reports To: Guest Services Manager
Effective Date: January 11th, 2024
General Summary:
Performs daily front desk duties, along with supervising and training he Guest Services team, maintaining the highest level of guest satisfaction and assist hotel in driving revenue and controlling profitability.
Essential Functions:
Perform all front desk duties at a high level to set example for team members
Ensures guest satisfaction is the #1 focus of all team members
Assist in the New Hire and On-boarding processes for new team members including but not limited to phone screens, interviews, paperwork, orientation
Training and development of any new or existing Guest Service team members
Assist with weekly/daily memos needed for front desk
Audit Guest Ledgers and operational tools to ensure team members are completing tasks correctly and follow up daily/weekly to ensure use is continual
Check weekly arrivals.
Make sure extended stays are assigned to rooms.
Prepare for any group arrivals.
Manage reviews and 3rd party communication to ensure a timely and polite response.
Print any guest surveys that come through to post for team members and coach as needed.
Address any surveys needing specific attention with the GSM or GM.
Communicate pertinent information to all members of the hotel team as needed for the operational success of the hotel
Qualification Standards
Communication:
Strong communication skills.
Skills should include the ability to deal effectively with vastly diverse groups of people and clients.
Education:
Preferred: High School Diploma or equivalent
Any combination of education and experience equivalent provides the required knowledge, skills, and abilities.
Licenses or Certificates:
Required: Valid Driver’s License
Computer Skills:
Required: Knowledge of Microsoft Products.
Must have the ability to navigate a variety of carrier websites.
Must have the ability to navigate agency management system (Applied Online).
Experience:
Required: Previous customer service experience
Preferred: Previous experience in the Hospitality field
Appearance:
All employees must maintain a neat, clean and well-groomed appearance.
Physical Requirements
Sitting in a normal seated position for extended periods of time
Standing for extended periods of time
Reaching by extending hand(s) or arm(s) in any direction
Manual dexterity of hands in order to manipulate keyboard and office equipment
Ability to see within normal parameters
Ability to hear within normal range
Ability to move about
This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis.
It does not exclude other duties as assigned.
It is the policy of Tentac Enterprises to comply with all federal and state laws concerning the employment of individuals with disabilities and to act in accordance with regulations and guidance issued by the Equal Employment Opportunity Commission (EEOC)
Tentac Enterprises provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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