What are the responsibilities and job description for the Guest Service Supervisor position at RMS Construction LLC?
About the Role:
The Guest Service Supervisor plays a crucial role in ensuring that guests have a memorable and enjoyable experience at The Goodwin Hotel. This position is responsible for overseeing the front desk operations and managing the guest service team to deliver exceptional service. The supervisor will analyze guest feedback and resolve any issues that arise, ensuring that all guests feel valued and respected. Additionally, this role involves training and mentoring staff to uphold the hotel's standards of service excellence. Ultimately, the Guest Service Supervisor is key to maintaining the hotel's reputation and fostering a welcoming environment for all guests.
Responsibilities:
- Supervise daily front desk operations and ensure all guest inquiries and requests are handled promptly and professionally.
- Train, mentor, and evaluate front desk staff to enhance their skills and improve overall guest service.
- Analyze guest feedback and resolve any issues or complaints in a timely and effective manner.
- Maintain confidentiality of guest information and ensure compliance with hotel policies and procedures.
- Collaborate with the sales department to promote hotel services and enhance guest experiences.
- Generate occupancy reports and front desk reports
- Organize Grab n Go stock and back-office inventory when order arrives, making sure that the order received matches the invoice.
- Have knowledge of emergency procedures and assist as needed.
- Respond to emergencies on the hotel premises following established procedures.
- Check current and future room inventory, and communicate to FOM of any close to sold-out dates.
- Assigns rooms and accommodating guest’s special requests whenever possible.
- Follow all cash handling and credit card authorization policies.
- Be familiar with BEO/GEO reports and all in-house groups and meetings.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
- Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
- Always use proper two-way radio etiquette when communicating with other employees.
- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
Minimum Qualifications:
- High school diploma or equivalent.
- Proven experience in hospitality, and guest service role, preferably in a supervisory capacity.
- At least 2 years of hotel experience and able to work 3pm - 11pm shifts.
Skills:
The required skills for this role are essential for maintaining high standards of guest service. A flexible schedule is necessary to accommodate varying shifts and ensure coverage during peak times. Proficiency in property management systems like Opera allows the supervisor to efficiently manage reservations and guest information. Strong problem-solving skills are utilized daily to analyze guest feedback and resolve issues effectively. Additionally, a service-oriented manner is crucial for fostering positive interactions with guests and creating a welcoming atmosphere.
