Job Summary

The Guest Services Supervisor assists in supervising guest services operations and team members. The Guest Services Supervisor is responsible for establishing a positive work environment, delivering exceptional guest service and administering policies and procedures established by the company and the hotel brand. 

Essential Duties and Responsibilities

• Assists leadership (GM and AGM) with guest recovery, accounting reports, and corporate level assistance
• Assists in supervising guest services department with efforts relating to recruitment, orientation, training and scheduling
• Will be responsible for the Guest Services work schedule and will train the team in all necessary procedures
• Performs all duties of a Guest Services Representative
• Registers and processes guests upon arrival and departure
• Demonstrates and provides exceptional guest service to all hotel guests 
• Demonstrates telephone courtesy and professionalism  
• Maintains personal connections with guests and clients to encourage guest loyalty
• Uses appropriate selling techniques to maximize revenue and occupancy 
• Demonstrates a working knowledge of all services and facilities of the hotel and local area
• Assists in reviewing and approving billing accounts and department reporting
• Assists in maintaining product and service quality standards by investigating complaints and initiating corrective action
• Maintains clean and professional appearance of public areas and hotel office. 
• Performs additional responsibilities as assigned by leadership

Qualifications

• Has POS experience in Agilysys PMS and StayPms reporting
• Has the ability to train and manage the processes associated with the hotel's POS systems
• Strong interpersonal and communication skills
• Strong organizational skills and attention to detail
• Ability to handle stressful situations with poise and professionalism
• Strong leadership and a professional image
• Conduct work-related functions in a professional manner