Guest Services Supervisor

Description

Summary

Assist Team Leader to ensure efficient and profitable operations by performing the following duties personally or through fellow Team Members. Responsible for ensuring 100% Guest Satisfaction.

Essential Duties and Responsibilities include the following :

• Responsible for training Guest Services Team Members in accordance with standards as outlined by Hilton Hotels Corporation and Willow Valley (required video & emergency training).
• Scheduling and staffing according to budget guidelines. Plans work schedules to ensure adequate service.
• Ensures hotels' OnQ / PEP packages and revenue are posted correctly and maintain balancing and clearing of house accounts in system.
• Maximize occupancy by supervising and promoting yield management and suggestive selling of hotel, to ensure total revenue, RevPar and ADR exceed projections. Helps establish minimum / maximum stay dates through Hilton OnQ / PEP.
• Order office supplies, front desk uniforms and required Hilton Corporations Guest Service collateral while operating within monthly budget.
• Responsible for ensuring accurate record of Guest Services timeclock punches.
• Assist with Guests complaints and special requests.
• Coordinate work orders with maintenance.
• Serves as Manager on Duty (MOD)
• Responsible to oversee thorough cash out report, balancing in areas of petty cash, safe and front desk drawers.
• Prepares Incident Reports when necessary.
• Conducts quarterly front desk meetings with outlined agenda.
• Completes timely feedback and reviews for department.
• Due to seasonal needs within the hospitality industry, it may be necessary to adjust schedules to meet the demands of our business.
• Performs other duties as assigned.

Supervisory Responsibility

Manages Team members in the Guest Services Department. Is responsible for the overall direction, coordination, and evaluation of these unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training, disciplining, scheduling Team Members for work, planning and assigning work, checking work for accuracy and completeness, maintaining performance records, handling Team Member complaints, overseeing safety issues, advising management on policy or operations issues, planning, purchasing, and recruiting.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and / or Experience

Associates degree (A.A.) or equivalent from a two-year college or technical school; or 4 years related experience and / or training; or equivalent combination of education and experience.

Certificates, Licenses, Registrations

Hilton Brand Training upon hire

Valid PA Driver's License

CPR Certification preferred but will train

RAMP Certification preferred but will train

Safety Policies and Practices

The Team Member in this position is responsible for following Willow Valley's safety policies and procedures, promoting safety, and identifying areas for improvement. The Team Member must be knowledgeable about and follow Willow Valley's Safety Manual. The Team Member will be reviewed annually on workplace safety.

Computer Skills

General Computer Skills with experience using Excel, Email, Kronos, and OnQ PM System or PEP

Complexity & Judgment

Work requires performing routine tasks that are unrelated. Problem solving occurs as a regular part of the job. Established practices and procedures are not always available to address all situations. Individual judgment is used on a regular basis.

Guest & Team Member Relations

This position maintains regular contact with Guest and Team Members and / or the public. The purpose of this contact is to address issues and concerns and establish business relationships. Resolving difficult situations usually referred to a higher level.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Physical Demands

While performing the duties of this job, the Team Member is regularly required to walk and talk or hear. The Team Member is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The Team Member is occasionally required to climb or balance. The Team Member must frequently lift and / or move up to 10 pounds and occasionally lift and / or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

While performing the duties of this job, the Team Member is occasionally exposed to outdoor weather conditions & the risk of electrical shock. The noise level in the work environment is usually moderate.

Willow Valley, a local Lancaster County company, offers the following full time benefits :

Willow Valley Associates is an Equal Opportunity Employer.