Overview of Responsibilities:
This position is responsible for the guest service procedures of the hotel. Working with the General, Assistant and/or Guest Service Manager, the Guest Service Supervisor will ensure that the front desk operations are handled consistently, accurately, and efficiently while adhering to RMC and hotel brand standards. The position has the authority to administer front desk policies and procedures to achieve service goals.
Guest Service:
- Assists with the recruitment and selection process for Guest Service teammates.
- Trains the guest service team to deliver exemplary guest service.
- Trains and promotes the company’s 100% Satisfaction Guarantee.
- Provides information to guests about hotel services and amenities.
- Supports and trains teammates on guest service procedures, financial control procedures and telephone shop call program.
- Coordinates work schedules to ensure efficient operations and minimal guest disruption.
- Organizes, finds efficiencies, and provides improvement recommendations for guest service policies and procedures.
- Assists with accounts receivable, labor control reports and maintaining lost and found items.
- Monitors guest service scores as it relates to front desk operations.
- Works collaboratively with the General, Assistant and/or the Guest Service Manager through guest and teammate relations issues.
- Can perform all functions of a Guest Service Representative and works front desk shifts.
- Understands and performs basic safety, security and emergency procedures of the hotel.
- Serves as Manager on Duty when assigned this responsibility. Contacts General Manager when decisions require additional insight and authority.
Communication, Collaboration and Culture:
- Continuously promotes, communicates, and embodies the RMC culture.
- Practices and encourages a positive attitude among teammates to stimulate enhanced communication and collaboration.
- Actively participates on teams and meetings to promote the improvement of operating strategies, guest satisfaction and financial results.
- Able and willing to assist teammates and take on additional assignments.
Essential Skills and Experience:
- College degree in Hotel Management, Business Administration or equivant area of study is preferred.
- Interpersonal, verbal and written communication skills
- Ability to work within a team-based environment
- Ability to perform and manage multiple tasks
- Planning and organizational skills
Technical Skills preferred - Microsoft Word/ Excel/Outlook/ SharePoint and Hotel Brand Systems
Working Relationships:
- Works and collaborates with guest service teammates.
- Interacts with teammates within the hotel.
- Reports to General, Assistant and/or Guest Service Manager
Job Type: Full-time
Pay: $19.00 - $20.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Free parking
- Health insurance
- Paid jury duty
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Morning shift
- On call
- Overnight shift
Work setting:
Experience:
- Hotel experience: 1 year (Required)
Ability to Commute:
- Milwaukee, WI 53207 (Required)
Ability to Relocate:
- Milwaukee, WI 53207: Relocate before starting work (Required)
Work Location: In person