Guest Services Supervisor

THE ROLE

The Guest Services Supervisor reports to and collaborates with the Guest Services Manager to set the tone for the front-of-house guest experience of the hotel. This integral role assists in leading the Guest Services department, by example, ensuring that no need goes unmet and no opportunity to make a guest's visit special is missed. Your day is spent where you are at your best: in the lobby with your team, delivering innovative guest experiences. You are an exquisite host who is just as comfortable arranging the details of a surprise proposal as they are giving a hotel tour to a curious neighbor or maneuvering a bell cart. The Supervisor knows the ins and outs of both the hotel and the surrounding community, and their gracious demeanor and warm presence makes any guest entering the lobby feel at ease, knowing that they have selected the right place. They assist in leading the Guest Services Team to deliver remarkable guest and associate experiences. It is critical the person in this position possesses a diverse knowledge of Rooms Division operations and is willing to dive into the day-to-day operation, while balancing and directing the long-term goals of the hotel. You lead the team through your collaborative approach-you understand that the ability to act as a soldier is as critical as being a general.

WHAT'S IN IT FOR YOU

WHAT YOU WILL DO

• Demonstrate passion and genuine care for all aspects of a guest's experience, handling all interactions with the highest level of hospitality and professionalism, understanding that the hotel guest is your guest
• Own all aspects of a guest's experience from beginning to end by ensuring accurate and thorough reservation details, an inviting arrival, recommendation of local experiences, and a seamless departure, ascertaining satisfaction throughout and adjusting as necessary
• Accommodate special requests whenever possible, even if it requires breaking protocol for the benefit of the guest, as our service style and standards are a guide to help you use sound judgment
• Serve as the tour guide for all hotel experiences a guest may encounter, following your intuition to uncover each guest's likes or dislikes enabling you to add a personalized touch that creates a special memory
• Demonstrate mastery of the hotel's systems to ensure accurate information is input, updated, and utilized to respond through a variety of guest communication channels, from pre-arrival to post-departure
• You are fanatical about the details of each guest, ensuring that all requests are delivered, and no aspects are overlooked to deliver a seamless experience
• Always prioritize the guest's satisfaction, adjusting your actions and behaviors to support what the guest needs at any given moment. You adjust easily and do not hesitate to wear a variety of hats to support the experience, acting as bellman, valet, or greeter as the situation demands
• Display professionalism and discretion throughout all guest interactions, maintaining a consistently calm and engaging presence
• Demonstrate expert knowledge of the position's service standards, procedures, and practices, utilizing this knowledge to independently remedy guest concerns and proactively suggest recommendations to the Guest Service Manager to improve upon the services offered to our guests
• Collaborate effectively with co-workers and other departments to ensure guest needs are met. You work cooperatively with others, mending relationships if disagreements arise, and are responsive to feedback
• Seize any opportunity to go beyond the expectations of the position to assist with a guest's needs, help a co-worker, cross-train in another department, or fulfill a reasonable request by a manager

HOW YOU LEAD

• Partnering with the Guest Services Manager, offer direct support for your team through one-on-one coaching, counseling, gentle correction, and constructive feedback.
• Collaborate effectively with all departments in the hotel including Sales, Banquets & Catering, Engineering, Food & Beverage, and Culinary to provide an exemplary guest experience; be comfortable in debating ideas before implementing a decision that will impact operations property-wide, as we do not work in silos.
• Be respectful in your daily interactions with your managers, team members, and peers, exemplifying the utmost level of professionalism and being a pillar within your community.
• Highly analytical in thought and recommendations, with the ability to express a point of view in respectful manner.
• Engages others in general conversation tactics to build rapport quickly, with the ability to lead and adapt communication and presentation tactics to engage a wide range of audiences and stakeholders.
• Approaches fact finding and discovery missions as a collaborative effort; values input and experiences of others that creates additional insight to uncover deeper issues that need to be addressed.
• Can influence others to effectively drive results and take direction to execute on strategy through tactical methods; is comfortable prioritizing their work and that of others.
• Prioritizes and organizes their own work, when necessary, by working flexible or extended hours to accommodate increased workload; can flex to the needs of an opening hotel and short-notice situations

WHAT YOU WILL NEED

• Passion for the people, place, and character of our community
• Availability to work shifts: AM (7:00am-3:30pm) and PM (3:00pm-11:30pm), that may include weekends and holidays, and even some mid-shifts
• At least three (3) years' hospitality experience within upscale, lifestyle, or luxury property; or comparable goods/services; or comparable combination of education and experience
• Professional proficiency of the English language in reading, writing and verbal communication
• Intermediate skills in Microsoft Excel and Word to create spreadsheets or proposals
• Ability to lift up to 25 lbs. for handling guest luggage
• Ability to push a bell cart with guest luggage that may contain up to 100 lbs.

Apply for this Position