What are the responsibilities and job description for the GUEST SERVICE SUPERVISOR position at MCR Hotels?
Stoweflake Mountain Resort & Spa
We currently have an exciting opportunity for a Guest Service Supervisor and are actively looking to meet the best and brightest talent that the hospitality industry has to offer. We would welcome the opportunity to speak to you regarding this position as well as to answer any questions you might have regarding the company.
The successful individual will be directly responsible for the front desk and night audit teams, with a focus on guest and associate satisfaction.
Responsibilities:
- Assist in interviews, hiring, onboarding, and strong performance of front desk team members
- In the absence of General Manager and/or Assistant General Manager, act as Manager on Duty
- Review procedures and policies with team members
- Ensure adherence to established policies and procedures
- Process check-in and check-out, verify billing, create reservations, and process special requests
- Knowledge of hotel property and local attractions to assist guests as needed
- Establish and maintain open collaborative relationships with direct reports, and management throughout the hotel
- Comply with Federal & State Labor laws
- Ensure that all complaints regarding service and accommodations are investigated and resolved
- Coach and support front office team to effectively manage occupancy, guest service, and controllable expenses
- Identify service issues and trends. Facilitate creative solutions to overcome obstacles and ensure continuous guest satisfaction results
- Balance cost controls with exceptional guest service and associate satisfaction
- Maintain STRICT key controls
Requirements:
- Two-year college degree or equivalent hospitality experience (at least one year front desk supervisory experience)
- Prior brand experience highly preferred
- Exceptional Customer Service skills
- Outgoing and engaging personality
- Cash handling experience
- Strong Leader of people
- Intermediate to advanced computer skills, familiar with common computer software
- A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel
- Excellent English communication skills and ability to read, write and speak fluently
- Ability for continuous movement, and occasionally, lift or move up to 20 pounds
Our Company
- MCR is the 3rd-largest hotel owner-operator in the United States.
- Founded in 2006, our company has offices in New York City, Dallas, Chicago, and Richmond, Virginia.
- MCR has a $5.0 billion portfolio of 148 premium-branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities.
- MCR has more than 7,000 team members across the country and operates hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels.
- MCR was named one of Fast Company’s 10 Most Innovative Travel Companies of 2020.
- MCR is a three-time recipient of the Marriott Partnership Circle Award, the highest honor Marriott presents to its owner and franchise partners, and a recipient of the Hilton Legacy Award for Top Performer.
- For the TWA Hotel at New York’s JFK Airport, MCR won the Development of the Year (Full Service) Award at The Americas Lodging Investment Summit (ALIS), the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA.
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