Basic Purpose of the Guest Services Supervisor
Under the direction of the Guest Services Manager (or Front Office Manager), the Guest Services Supervisor will lead and guides the Guest Services team during the shift and serves as an Ambassador of guest satisfaction involving being actively engaged in anticipating and delivering lively guest experiences.
Duties & Responsibilities:
- Provide leadership for the Guest Services team and lead by example; oversee shift operations.
- Lead First Response in emergency situations: fire, power outage, flood, bomb threat
- Take lead in resolving and following up escalated guest service issues
- Ownership of room inventory day of as related to house status, overbooking and room type issues, relocating guests when necessary
- Prepare for VIP arrivals and upcoming groups, monitoring business to ensure appropriate staffing levels
- Motivate and monitor participation in Guest Service programs (upsell/comment capture).
- Contribute to regular coaching sessions with team regarding performance & standards
- Assist with onboarding, training, scheduling, and career development of team members.
- Welcome guests upon arrival, obtains valid methods of payment and identification, verify information on the reservation, ensures all guests establish credit, provide guests with details of hotel amenities
- Provide courteous and efficient telephone services including accurate message taking, delivering and tracking messages, guest mail, packages and other items as required
- Answer guest inquiries accurately and in a timely manner
- Create guest reservations via telephone, central/global reservations, and in person
- Present statement of charges to departing guests and receive payment
- Monitors customer accounts to insure adherence to hotel credit limits by completing high balance report and verify accuracy of registration information
- Identify and record special billing instructions and notify Finance
- Improve timeliness of cash flow by adhering to all established credit & inventory controls
- Utilizes technical resources such as email, property management system & point of sales system
- Reviews emails and log books to stay current with updates regarding the hotel and guest service
- Minimize loss of revenue by adhering to all established credit and inventory control procedures
- Complete shift closing accurately such as daily cash summaries by getting appropriate approval signatures and authorization codes
- Report any found property following the lost and found procedures and guidelines
- Ensure the security of keys, company information, guest information & guest rooms always
- Report unsafe work conditions, areas requiring repair or suspicious persons
- Committed to providing exceptional and professional customer service working within the guidelines set out by procedures and the brand.
- Treat everyone with respect; fosters a cooperative, productive, positive, respectful work environment
- Work and communicate in a professional and ethical manner
- Provide information to guests about local attractions, services, hotel services & other amenities
- Maintain standards of punctuality, uniform presentation and personal hygiene
- Attend meetings as required and recognize the importance of contributing new ideas and initiative to the overall success of the operation
- Communicate and cooperate effectively with all departments
- Provides a favorable image of SilverBirch Hotels & Resorts and the Brand to the public by consistently demonstrating our Values (Engagement, Quality, Performance, Integrity and Growth)
- Other related duties and projects as assigned
Skills, Knowledge and Abilities Required:
- Excellent guest service; excellent communication skills both verbal and written
- Strong computer and telephone correspondence abilities with previous experience using Microsoft such as Word and Excel; knowledge of Opera is an asset.
- Highly organized, able to multi-task and detail oriented; works well under pressure
- Proven ability to train, motivate and develop team members
- Able to perform well in a fast-paced environment; energetic, honest, self-motivated and flexible
- Excellent listening, communication and interpersonal skills
- Reliable, punctual and dependable; strong teamwork skills
- Able to sell the services of the hotel
Preferred Education & Qualifications:
- Minimum 1 - 2 years previous guest service experience is required
- Previous supervisory experience; diploma in hospitality is an asset
- Ability to communicate verbally and written in English
Working Conditions:
- Sometimes exposed to frequently open doors to the outside
- Fast paced environment that is often demanding
- Stand, walk and remain on feet to perform job duties for entire shift duration
- Reach overhead and below the knees, including bending, twisting, pulling and stooping
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