Guest Service Supervisor - Fast Hire

We are searching for a creative Guest Service Supervisor to join our amazing team at Suburban Inns in Grand Rapids, MI.
Growing your career as a Full Time Guest Service Supervisor is an incredible opportunity to develop productive skills.
If you are strong in teamwork, adaptability and have the right initiative for the job, then apply for the position of Guest Service Supervisor at Suburban Inns today!

​ Embassy Suites Downtown Grand Rapids is a fast-paced, high-energy workplace, with endless opportunities for advancement.  Come and enjoy a fun filled career in the Hospitality Industry!

* Position can be used as a paid internship

* Wage: Starting at $17/hr.

Benefits Include:

• Earned Paid Time Off for ALL Team Members
• Insurance (health, vision, dental, life) for full time Team Members
• Advancement opportunities
• 100% paid maternity/paternity or adoption leave for those who qualify for FMLA
• Hotel and restaurant discounts
• Flexible schedules (dependent on position)
• 8 hours of paid volunteer time per year (must be accredited)
• Employee Assistance Program (EAP) through Pine Rest (3 free counseling visits, online library, and access to financial and elder care consultations)

Position Summary:

Responsible for providing strong sales techniques and excellent guest service, according to Suburban Inns Core Values and HGI standards, as well as going above and beyond to ensure that guests are 100% satisfied. The Guest Service Supervisor coaches and oversees all Guest Service Representatives to ensure the highest quality service to maximize rate and occupancy, as well as assists in the sales efforts of the property. 

Essential Functions:

• Report to work in uniform presented professionally, neat, and clean
• Greet all guests in a friendly, positive manner. Ask questions of guests and make personal connections to make them feel they are welcome and valued
• Anticipate and meet the needs and expectations of our guests and team members, then go one step further
• Reference the Guest Service Representative job description and assume all their essential functions
• Assist in interviewing, hiring, and evaluating GSR’s
• Cover front desk shifts as scheduled and when needed due to unforeseen circumstances
• Assist in the property training, concierge training, and Hilton training of newly-hired GSR’s
• Ensure all GSRs are selling the property according to the Suburban Inns sales sheets
• Assist with prospecting new hotel business and communicating information to sales department
• Hold team members accountable to the standards of employment and job performance set by the core values of Suburban Inns and Embassy Suites
• Review all guest surveys and assist in responding to feedback and service recoveries. Display surveys for all GSR’s to read and learn from
• Maintain a neat and clean workspace at the front desk and in the MAD zone
• Maximize rate and occupancy through training and up-selling
• Monitor inventory in the Property Management System on a daily basis and correct any out of balance issues
• Assist in leading monthly Guest Service meetings
• Perform property walk-arounds through public areas as needed throughout the shift, and address all issues encountered. All trash, used towels, room service trays, etc. must be picked up. Keep eyes open for any and all safety and security issues. Report any problems to the appropriate department and General Manager
• Complete any required emergency training needed according to Hilton standards, with documentation of training being completed. Stay knowledgeable of all emergency procedures and aware of how to handle each situation
• Ensure Hilton Honors standards are exceeded each shift and promote Hilton Honor enrollments • Ensure cash drawers are balanced each shift
• Assist in ordering and maintaining inventory stock for front desk supplies
• Provide excellent guest service and enforce the service philosophy among all team members:
  • Supply information to guests regarding hotel policies, services, and amenities o Respond to guest requests for assistance and information on the surrounding areas, such as directions, dining, and entertainment
  • Handle all guest concerns and be able to problem solve in a tactful, professional manner
  • Perform service recovery for upset guests and follow up as needed
• Assist with end of month tasks such as; tax exempt, tax adjustment binder, auditing Nor1 and other items as needed
• Assist with Accounts Receivable by ensuring that invoices are sent in a timely manner
• Assist Sales department with rooming lists, reservation changes and group blocks as needed
• Maintain open lines of communication between all departments within the hotel
• Follow all Suburban Inns Processes
• Exhibit regular and recurrent attendance records
• Other duties as requested by management

Position Requirements:

Minimum Knowledge:  Requires ability to interpret / extract information and / or perform arithmetic functions.  Typing, record keeping, and word processing skills.  Good communication skills.

Formal Education and Job-Related Experience:  This position requires a minimum formal education of a high school diploma or equivalent related experience and one year Guest Service Representative experience. Hilton/OnQ experience preferred.

License, Registration, and/or Certification Required: CPR Certification and CTA Certification (may be completed upon hire)

Uniform and Appearance Guidelines:

Uniform: Uniform and name tag provided.  Suburban Inns approved shoes are the responsibility of the Team Member.

Appearance:  All facial piercings must be approved by management. Gauges in ears are not allowed on anyone who’s primary job function is interacting with guests.  Hair must be kept well-groomed. All tattoos that are not covered by a work uniform must be approved in writing by management. Any tattoo that is deemed offensive to co-workers, guests, vendors or others in the workplace based on racial, sexual, religious, ethnic, or other characteristics or attributes of a sensitive or legally protected nature are not permitted and must remain covered or concealed at all times. This policy will be administered by the position’s supervisor, without regard to race, religion, age, sex, national origin, disability, height, weight, genetics, familial status, veteran status, and other protected characteristics.  The Vice President of Hotel Operations has the authority to veto any decision made by the position’s supervisor .

Benefits of working as a Guest Service Supervisor in Grand Rapids, MI:

● Learning opportunities
● Company offers career progression opportunities
● Attractive package