What are the responsibilities and job description for the Front Desk-Guest Services Supervisor position at Pinnacle Hospitality LLC?
The Guest Service Supervisor is responsible for supervising front desk staff to ensure efficient and effective front desk operations, maintaining high levels of guest satisfaction, and providing support to the Hotel or General Manager. This role involves overseeing daily operations, handling guest inquiries, and ensuring a smooth check-in and check-out process.
- Supervise and support front office staff, including front desk agents and night auditors.
- Ensure the highest level of guest satisfaction by promptly addressing guest inquiries, requests, and complaints.
- Oversee the check-in and check-out processes, ensuring they are conducted smoothly and efficiently.
- Assist with training and developing front office staff to ensure adherence to hotel policies and service standards.
- Monitor room availability, room rates, and special promotions to maximize occupancy and revenue.
- Maintain accurate records of guest accounts, reservations, and financial transactions.
- Assist in preparing and managing the front office budget, including forecasting and cost control.
- Conduct regular inspections of the front office area to ensure it meets cleanliness and maintenance standards.
- Coordinate with other departments, such as housekeeping and maintenance, to ensure smooth operations.
- Implement and monitor front office procedures and policies to ensure compliance with hotel standards.
- Handle guest complaints and issues, resolving them promptly and effectively.
- Develop and implement strategies to improve guest satisfaction and operational efficiency.
- Maintain a strong presence in the lobby to greet guests and provide assistance as needed.
- Prepare regular reports on front office operations and performance for the Hotel or General Manager.
- Handle cash and credit card transactions accurately and securely, following established procedures and controls to minimize errors and discrepancies.
- Stay informed about hotel services, amenities, and local attractions, providing guests with helpful information and recommendations to enhance their stay experience.
- Must adhere to the company's grooming, uniform, and dress code policies.
- Assist with varied projects as assigned.
- Other duties as assigned.
