Guest Service Supervisor - Holiday Inn Express Grandville

The Holiday Inn Express is a fast-paced, high-energy workplace, with endless opportunities for advancement.  Come join the best team in the Hospitality Industry!​

Benefits Include:

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

• Reference the Guest Service Representative job description and assume all their essential functions
• Assist in interviewing, hiring, and evaluating GSR’s
• Assist in the property training, concierge training, and brand training of newly-hired GSR’s
• Ensure all GSRs are selling the property according to the Suburban Inns standards
• 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 brand
• Maintain a neat and clean workspace in the front desk areas
• Rotate Manager on Duty shifts over the weekends for the hotel when needed
• Monitor inventory in the Property Management System on a daily basis and correct any out of balance issues
• Perform property walk-arounds 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 brand standards, with documentation of training being completed. Stay knowledgeable of all emergency procedures and aware of how to handle each situation, and ensure safety and security polices and procedures are followed by staff
• Follow proper Accounting procedures, including posting of guest charges, proper method of payment established at check in (before keys are given), checking high balances, cash payments and refunds, balanced cash drawers
• Provide excellent guest service and enforce the service philosophy among all team members:
  • Supply information to guests regarding hotel policies, services, and amenities
  • 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
  • Review all guest surveys and assist in responding to feedback and service recoveries.
  • Ensure brand standards are exceeded and brand enrollments are promoted
• 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