Guest Service Supervisor

Responsibilities of the Ideal Candidate:

• Train and monitor front desk staff.


• Has full understanding of software system and assists with reservations, and checking guests in and out of the hotel.


• Uphold friendly, courteous telephone service and interactions with guests and fellow employees.


• Coordinate with guests prior to arrival and through to their departure by means of reservations, wake up calls, check-in, check-out, routing needs, posting charges, and special requests.


• Preserve the security and privacy of guest rooms and administrative keys.


• Actively communicate with management and staff through scheduled reports, customer feedback, and guest needs.


• Assists with special requests, group blocking and unusual circumstances.


• Conduct hotel site inspections to maintain property safety and chaperon tours for prospective clients.


• Maximize revenues through sales strategy and outstanding customer service.


• Develop a comprehensive knowledge of rates, feature, amenities, and area attractions for the property and competitors in order to assist any client and maintain a competitive understanding.


• Maintain the confidentiality of any and all company information, including but not limited to: performance statistics, agreements with clients, prospective business, and financial information.


• Sustain the safety of the property though risk-management behavior, proper inspections, participation in Safety and Security Committee and knowledge of emergency procedures.


• Serves as a role model to demonstrate appropriate behaviors.


• Carries out supervisor responsibilities in accordance with hotel policies and standard operating procedures.


• Train and develop associates on 4 Keys service standards, technical skills, standard operation procedures, and safety standards.


• Fosters open channels of communication between all employees.


• Follow all additional duties as assigned by management.

Experience and Education:

• At least 2 years of hotel front desk experience


• Excellent people skills to supervise staff

• Must be able to lift and/or carry up to 50 pounds frequently to assist guests 


• Ability to stand for extended periods of time 


• Ability to hear, understand and communicate orally and in writing to communicate with staff, vendors, and guests a normal in-person and phone conversation 


• Ability to bend and twist, push, and pull, stoop, and kneel 


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  Ascend and descend a ladder