Guest Service Supervisor - ESB

Eastland Suites is now seeking a Guest Service Supervisor to join our team!

A Guest Service Supervisor is responsible for performing daily front desk duties, along with supervising and training the guest services team. Maintain the highest level of guest satisfaction and assist the hotel in driving revenue and control profitability. Assist in training and developing any new or existing guest service team members. The Guest Service Supervisor provides consistent service that will exceed both internal and external guests’ expectations.

Benefits:

Employer Paid Life Insurance

Employer Paid Long Term Disability

Employer Paid Short Term Disability

Paid Time Off

Medical

Dental

Vision

401K with employer match

Flexible Spending Accounts (FSA)

Voluntary Accident Coverage

Voluntary Critical Illness Coverage

Voluntary Life Insurance

Job Description

Job Title: Guest Services Supervisor

Department: Front Desk/Guest Services

Reports To: Guest Services Manager

Effective Date: January 11th, 2024

General Summary:

Performs daily front desk duties, along with supervising and training he Guest Services team, maintaining the highest level of guest satisfaction and assist hotel in driving revenue and controlling profitability.

Essential Functions:

• Perform all front desk duties at a high level to set example for team members
• Ensures guest satisfaction is the #1 focus of all team members
• Assist in the New Hire and Onboarding processes for new team members including but not limited to phone screens, interviews, paperwork, orientation
• Training and development of any new or existing Guest Service team members
• Assist with weekly/daily memos needed for front desk
• Audit Guest Ledgers and operational tools to ensure team members are completing tasks correctly and follow up daily/weekly to ensure use is continual
• Check weekly arrivals. Make sure extended stays are assigned to rooms. Prepare for any group arrivals.
• Manage reviews and 3rd party communication to ensure a timely and polite response.
• Print any guest surveys that come through to post for team members and coach as needed. Address any surveys needing specific attention with the GSM or GM.
• Communicate pertinent information to all members of the hotel team as needed for the operational success of the hotel

Qualification Standards

Communication:

Strong communication skills. Skills should include the ability to deal effectively with vastly diverse groups of people and clients.

Education:

Preferred: High School Diploma or equivalent

Any combination of education and experience equivalent provides the required knowledge, skills, and abilities.

Licenses or Certificates:

Required: Valid Driver’s License

Computer Skills:

Required: Knowledge of Microsoft Products. Must have the ability to navigate a variety of carrier websites. Must have the ability to navigate agency management system (Applied Online).

Experience:

Required: Previous customer service experience

Preferred: Previous experience in the Hospitality field

Appearance:

All employees must maintain a neat, clean and well-groomed appearance.

Physical Requirements

• Sitting in a normal seated position for extended periods of time
• Standing for extended periods of time
• Reaching by extending hand(s) or arm(s) in any direction

• Manual dexterity of hands in order to manipulate keyboard and office equipment
• Ability to see within normal parameters
• Ability to hear within normal range
• Ability to move about

This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned.

It is the policy of Tentac Enterprises to comply with all federal and state laws concerning the employment of individuals with disabilities and to act in accordance with regulations and guidance issued by the Equal Employment Opportunity Commission (EEOC)

Tentac Enterprises provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.