Hotel Guest Service Supervisor | evo Hotel Salt Lake City | Salt Lake City, Utah

Pay Range: $20.00 - $21.00 Hourly

evo Campus Salt Lake City

The evo Campus is located in the Granary neighborhood of Salt Lake City. The 100,000 square foot brick, timber and concrete block building includes the 52-room hotel, an evo retail store, and a skatepark. The evo vision is to create a place for the community, bringing ethos-driven business together along with customers that share evo's passion for the outdoors and all of the cultural elements that surround the lifestyle.

What's In it for You

• Discount at evo Retail + seasonal gear (snowboard, Ski, Bike) rentals 


• Generous Paid Time Off


• Double pay when working during company recognized holiday + Sick Pay


• Discounted hotel stays within Modus/PM Portfolio.


• Tuition reimbursement opportunities -- when you grow, we grow!


• Paid Parental Leave


• Comprehensive onboarding and training plan to set you up for success.


• Coaching, feedback, and mentorship to develop yourself.


• Personalized development plan to fit your individual role and career goals.


• Leadership courses to improve your personal and interpersonal effectiveness


• Opportunities to volunteer and give back to our local communities. 

What You'll Do

• Develop an in-depth understanding of the property management system, reservation procedures, and relevant hotel systems.


• Provide gracious and sincere customer service to arriving and departing hotel guests and visitors.


• Work primarily at the front desk, generally completing one to two solo front desk shifts per week and serving as a mid-shift
  supervisor during remaining scheduled shifts, based on operational needs.


• Provide front desk supervision and support during mid-shifts, including assisting team members, answering questions, resolving
  guest concerns, and helping maintain smooth daily operations.


• Answer telephones promptly and professionally, assist callers, and route calls to the appropriate associate or department.


• Take and manage reservations in person and over the phone, and read and respond to hotel email as assigned.


• Check guests in and out, post charges, process payments, and follow all procedures for handling cash, credit, and other
  transactions.


• Complete group pre-registrations, rooming lists, key packets, and other group arrival preparation.


•  Coordinate with Housekeeping, Maintenance, Food & Beverage, and other departments to support guest needs and group
  requirements.


• Coordinate daily arrival and departure preparation, special requests, room assignments, and guest amenity or recognition
  programs.


• Maintain accurate knowledge of hotel services, amenities, room types, rates, restrictions, and current business levels.


• Handle guest complaints and service recovery professionally, referring matters to the appropriate manager when necessary.


• Complete shift checklists and administrative tasks, maintain an organized front desk and lobby, and monitor front office supplies.


• Serve as the on-site hotel contact for groups and events when scheduled, communicating with group contacts and coordinating
  event needs with the appropriate departments.


• Assist with meeting and event setup, execution, and breakdown, including arranging tables, chairs, and other equipment as
  requested.


• Inspect meeting and event spaces to ensure they are clean, organized, properly configured, and presentable before, during, and
  after use.


• Provide tours of guest rooms, meeting spaces, and hotel facilities to prospective and confirmed group clients as assigned.


• Support Sales with prospecting and lead follow-up, preparing rooming lists and event documents, maintaining client and sales
  records, and completing other administrative tasks as directed.


• Assist with sales reports, databases, correspondence, proposals, forms, and other documents as requested by the Director of
  Sales or Sales team.


• Maintain organized Sales files and records, handle confidential information appropriately, and assist with meeting notes or
  follow-up items as assigned.


• Work closely with the Front Office and Sales teams to ensure group details, guest requests, event schedules, and operational
  needs are communicated accurately.


• Assist with training front office staff on standard operating procedures and support consistent compliance with hotel policies and
  service standards.


• Assist, as directed, with scheduling support, payroll documentation, inventory, purchasing, and other administrative tasks.


• Be familiar with hotel emergency procedures and provide calm, reassuring assistance to guests and fellow employees in the event
  of an emergency.


• Promote and comply with all company policies and procedures.


• Immediately report suspicious occurrences and hazardous conditions


• Maintain the cleanliness and safety of work areas and practice safe work habits at all times.


• Focus on safe work practices when setting up, moving, and storing event equipment, including compliance with company safety
  standards and applicable state and local regulations.


• Be available to work flexible or irregular hours, including evenings, weekends, and holidays, as required by hotel operations and
  scheduled groups or events.


• Attend all mandatory meetings as directed.


• Perform other tasks, including cross-training, as directed.


• Focus on safety and the following of safe work practices by yourself and those under your direction. Including compliance with
  company safety standards, and state and local regulations that pertain to your department.


• To attend all mandatory meetings as directed.


• To perform other tasks, including cross-training, as directed.

What You Bring to the Table

• Excellent interpersonal skills and the ability to work well with co-workers and the public.


• Possess a courteous, friendly and professional manner.


• Independent thinker and a ‘quick study’.


• Good team player.


• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.


• Strong customer service focus.


• High quality standards for production and service.


• Ability to solve practical problems and deal with a variety of situations.


• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.


• Ability to work well under pressure and handle multiple tasks at once.

Physical Abilities

• Endure various physical movements throughout the work areas, such as reaching, bending and stooping.


• Remain in stationary position for a maximum eight hours (excluding meal and rest breaks).


• Ability to grasp, bend, and stoop; push or pull heavy loads weighing up to 40 lbs.; and lift and/or carry or otherwise move packages, boxes, and luggage.


• Periodically required to work at a very fast pace, under pressure.

Qualifications and Skills

• Fluency in English (verbal and written) is required.


• A minimum three years’ experience in a hotel front office position.


• Must have High school diploma or equivalent.


• Must have moderate level of proficiency with Microsoft Office applications.


• Excellent interpersonal skills and the ability to work well with co-workers and the public.


• Possess a courteous, friendly and professional manner.


• Independent thinker and a ‘quick study’.


• Good team player.


• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.


• Strong customer service focus.


• High quality standards for production and service.


• Ability to solve practical problems and deal with a variety of situations.


• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.


• Ability to work well under pressure and handle multiple tasks at once.