Responsibilities:
Supervise and manage front desk and night audit employees and ensure smooth operation of the front desk
Job Summary:
We are in search of a highly motivated and customer-oriented individual to take on the crucial role of Guest Service Supervisor in our team. As a Guest Service Supervisor, you will play a pivotal role in providing exceptional service to our guests and ensuring their satisfaction throughout their stay. This position is not just a part but a cornerstone of our hospitality team.
- Achieve assigned goals, including not limited to meeting financial, brand, guest service, and Company expectations
- Assist the General Manager with administrative duties and financial duties, including not limited to maintaining Company and brand service standards, completing/overseeing daily reports, credit card reversals, bank deposits, accounts receivables, lost and found, rooming lists, and office supply inventory
- Maintain knowledge of daily house count, expected arrivals/departures, scheduled in-house group activities, room rates, special packages and promotions, and communicating information to staff
- Respond to guest service issues and difficult situations, and ensure all guest service issues are resolved before guests leaving the property if possible
- Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions
- Prepare weekly employee schedule based on hotel needs and occupancy
- Ensure that there is appropriate employee coverage at the front desk before leaving the property
- Monitor and control labor expenses while adhering to wage and hour regulations
- Prepare required reports timely
- Communicate regularly with management, peers, and employees, including but not limited to conducting and attending daily stand ups and other required meetings
- Create culture of high-quality guest service and motivate employees to reach guest service goals
- Monitor employee performance, and provide coaching and performance feedback as needed
- Assist in maintaining desired levels of quality assurance ratings, including but not limited to guest satisfaction, inspection scores, and employee satisfaction
- Assist with the recruitment and hiring of courteous and service-oriented employees
- Train employees on front desk, Company, and hotel policies and procedures
- Perform Guest Service Agent, Night Auditor, and/or Manager on Duty duties if necessary
- Ensure work duties are being performed in accordance with Company safety and security policies and procedures and applicable state and federal regulations such as OSHA.
QUALIFICATIONS:
- Service Oriented - Actively looking for ways to help people.
- Time Management - Managing one's own time and the time of others
- Adaptability - Ability to adapt to changing situations
- Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
- Decision Making - Considering the relative costs and benefits of potential actions and choosing the most appropriate action
- Computer Skills - Must be proficient in using basic programs such as Microsoft Word and Excel and be able to operate basic office machines such as copier, fax, printer, and calculator.
- Service Oriented - Actively looking for ways to help people
- Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do
- Problem Sensitivity - Ability to recognize when something is wrong or is likely to go wrong
- Troubleshooting - Determining causes of operating errors and deciding what to do about them
- Oral Comprehension and Expression - Ability to listen and verbally communicate information and ideas so others will understand
- Written Comprehension and Expression - Ability to read and communicate information and ideas in writing so others will understand
- Detail Oriented - Ability to pay acute attention to detail
- Physical Demands - Must be able to do all of the following: lift up to twenty (20) lbs. at a time; remain stationary for an extended period of time; stand for long periods of time; push and pull up to twenty (20) lbs., and bend as necessary; type for an extended period of time
- Minimum of two (1) year of experience in the hotel industry
- Proficiency in spoken and written English
- Proficiency with OPERA and Microsoft Office, including Word, and Excel
- Prior experience in the hospitality industry with brand experience preferred but not required.
BENEFITS
- Competitive salary based on experience
- Opportunities for career advancement within the hotel industry
- Employee discounts on hotel stays and amenities
We would love to hear from you if you are passionate about providing exceptional guest service in a hotel setting. Apply today to join our team as a Guest Service Supervisor!
Job Type: Full-time
Pay: $21.25 - $23.38 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Evening shift
- Holidays
- Nights as needed
- Overtime
- Weekends as needed
Work setting:
Experience:
- Hotel experience: 1 year (Required)
Ability to Commute:
- Carpinteria, CA 93013 (Required)
Work Location: In person