The Guest Service Supervisor is to accommodate guests during their stay in an attentive, courteous and friendly manner, provide expert knowledge about the hotel, the loyalty program and the local area points of interests, and assist and guide the front office staff in daily duties, training and monthly/quarterly/yearly goals.

• Able to make reasonable and professional decisions. Be a natural problem solver and instill empowerment in the Front Office Team.
• Accurately manage cash drawer and credit card system. Communicate pertinent shift information to the next shift and direct supervisor.
• Assist and guide the front office staff through their daily duties and responsibilities. Train Front Office staff as designated and outlined in the Front Office Training Procedures.
• Maintain a positive work environment.
• Manage group block reservation details such as rooming lists and master folios.
• Assist with hotel Sales efforts including researching and coordinating appointments.
• Utilize many different computer systems simultaneously to maximize operational efficiency.
• Respond quickly and appropriately to guest reviews and surveys.
• Be the Loyalty Program subject matter expert and ensure enrollment goals are met by the team on a monthly basis.
• Check guests in and out of the hotel in a courteous and pleasant manner. Use the appropriate phrases and greetings when interacting with guests. Conduct self in a friendly and attentive manner during all guest encounters.
• Offer assistance to the individual needs and requests of all guests. Ensure guest needs are responded to in a timely and efficient manner. Provide information pertaining to available services and facilities of hotel, points of interest and entertainment attractions, making reservations as needed.
• Use proper telephone and reservation etiquette including describing the hotel, proper rate quotation and capturing reservations. Operate phone system in, at times, a fast-paced environment.
• Must be knowledge, understanding, and adhere to Company Core Values and Mission Statement. Lead by example.
• Adhere to all safety policies and procedures. Maintain a clean and safe working environment at all times

Knowledge/Experience:

• Supervisory experience in a hotel, office or residential setting is preferred.
• Experience in a hotel or a related field is preferred.
• Proficiency with computer systems and point of sale applications

Physical Requirements:

• Ability to stand during entire shift
• Long hours are sometimes required
• May need to lift up to 15lbs above waist at times
• Be able to work mornings, evenings, and overnights on occasion

Mental Requirements:

• Ability to convey information and ideas clearly.
• Must maintain composure under pressure