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JOB DESCRIPTION

PROPERTY:

Shore Hotel

TITLE:

Guest Services Supervisor

DEPARTMENT:

Guest Services Department

STATUS:

Non-Exempt, Full Time, Regular ($24.00 per hour)

SUPERVISED BY:

Director of Guest Services and Guest Services Manager

SUPERVISES:

Guest Service Agents

The Guest Services Supervisor is responsible for guiding the front desk staff to greet and check in & out guests of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

ESSENTIAL DUTIES:

Greet guests and perform check-in process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, ensuring guest knows location of room, and/or has a bell person accompany him/her.

Assist guests with check-out, including, but not limited to, ensuring rooms and services are correctly accounted, handling money, processing credit and debit cards, accepting and recording various forms of payment, and making change.

Demonstrate a thorough knowledge of hotel information, including, but not limited to, room categories, room rates, packages, promotions, the local area, and other general product knowledge and answer guest questions.

Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy and revenue.

Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.

Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction.

Assist in training when directed by the Director of Guest Services and Guest Services Manager.

Responsible for providing regular feedback about the Guest Services Staff’s performance to the staff and training new hires to standard.

Partner with leadership regarding staff performance issues as needed.

Provide formal and/or informal coach and counsel for Guest Services staff as assigned by leadership and in accordance with the Shore Hotel Handbook and Standard Operating Procedures.

As needed, assign and coordinate and supervise work activities of Front Desk Agents when the Director of Guest Services and Guest Services Manager.

Will be active in maintaining high visibility during peak periods to ensure the smooth running of operations, promote good public relations, take corrective actions, and handle guest complaints to ensure their satisfaction.

Review occupancy, daily arrivals & departures and identify potential problems with room activity and take appropriate action.

Ensure all front desk agents are punching in and out at the appropriate times and in accordance with California Labor Laws.
Maintain a professional working relationship and communication with managers, employees, and other departments.
Ensure front desk agents (and/or, as assigned, concierge and bell staff) are performing their daily tasks in accordance to their job requirements and duties.
Ensure implementation of all Shore Hotel policies and house rules. Understand hospitality terms.
Ensure to acknowledge all Service Standards/SOPs and training checklists by Guest Services staff.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Maintain communication with other hotel departments as it pertains to guest services.
Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
Ensure correct and accurate cash handling by Guest Services staff as outlined in bank contracts and Cash Handling Standard Operating Procedures.
Follow and enforce all Shore Hotel credit policies.
Ensure that employees are always attentive, friendly, helpful, and courteous to all guests, managers, and all employees.
Assist Director of Guest Services and Guest Services Manager with monitoring VIPs, special guests, and requests.
Act as Manager on Duty when assigned.
Complete and send out Shore Report when needed and ensure agents are completing daily checklists.

Complete the daily Market Metrix email distribution list and send into Market Metrix through email.

Keep the front desk completely stocked with operational materials at the beginning and end of shift.

Audit Agents’ checklists.

Support all Safety programs and initiatives as communicated by Human Resources, Safety or department leaders.

Attend monthly safety meetings.

Ensure the required parts of all front office and stationery supplies.

ESSENTIAL JOB QUALIFICATIONS & COMPETENCIES:

Proven success in the following job competencies:

Honesty; has honest, direct, and factual communication and actions with internal and external customers.

Collaboration; proactive in building supporting, nurturing, and service-oriented relationships with employees; works collaboratively to resolve problems and enhance productivity; Remains open to others' ideas and tries new things.

Integrity & Loyalty; conducts self with high level of ethics and makes decisions with honest intentions that are in the best interest of the company and employees. Keeps commitments; inspires the trust of others; Works with a high level of integrity and ethically; Upholds organizational values.

Humble; conducts self and treats all employees with respect; without arrogance, degradation, or coercion; treats all employees with equal regardless of position/status.

Innovation; constantly searches for best practices in technology, services, and procedures. Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas.

Analytical: Highly detail-oriented, proficient with managing, editing, analyzing large volumes of complex numerical data.

Flexible; considers others point of view to find the best solution for customer and company; proven ability to be flexible and adapt to change; adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays.

Problem Solving: Uses a professional, neutral/unbiased, and highly diplomatic inter-personal approach.

Interpersonal: Customer focused and effective relationship-building skills; ability to effectively interact with all employee levels; frontline, Managers, Directors, Executives;

Diversity: Strong commitment to diversity and equality in a company culture.

Communication: Strong communication (verbal and written) and presentation skills.

Multi-Tasking: Ability to operate under pressure in a fast-paced environment; able to deliver effective results, meet tight deadlines and targets.

EXPERIENCE:

Minimum 1-3 years of experience as a Guest Service Agent with supervisory experience

Must be proficient in Microsoft Word, Excel, PowerPoint, and Outlook. Experience in Opera helpful.

EDUCATION:

Associate degree in business, management, or hospitality or related field or equivalent of 3 years relevant work experience required.

WORKING CONDITIONS & PHYSICAL WORK DEMANDS:

Able to sit and work at a computer keyboard for extended periods of time.

Able to stoop, kneel, bend at the waist, and reach on a daily basis.

Able to lift and move up to 20 pounds occasionally.

Regular and on-time attendance is critical.

Hours occasionally exceed 40 hours per week.

Ability to stand during shifts

OTHER:

Other duties as assigned.

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required and is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

COMPANY BENEFITS:

Medical, Dental and Vision Insurance to all eligible employeesCompany-paid life insurance of $25,000 to all eligible employeesMatching 401K Retirement Savings Plan (up to 5% of the employee's contribution)Seven paid holidaysSick pay when eligibleCompany-paid parkingEmployee Assistance Program (EAP)Employee Recognition ProgramsEmployee Referral Incentive ProgramTransportation allowanceDry cleaning services (up to 6 pieces of work clothes per week)

Our post-offer background check process includes a background check (HireRight) and a drug-screen.

We participate in E-Verify.

We are an Equal Opportunity Employer.

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