Guest Services Supervisor

Job Summary

The Guest Services Supervisor is responsible for assisting the Guest Services Manager and/or General Manager while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay. He/she is also responsible for maximizing room revenue and occupancy.

Education & Experience

• At least 2 to 3 years of progressive experience in a hotel or a related field required. High School diploma or equivalent required.
• College course work in related field helpful.
• Previous supervisory responsibility preferred.
• Must have a valid driver's license for the applicable state.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be able to work well in stressful, high-pressure situations, including ability to handle guest objections and disputes to satisfactory results.
• Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.

Job Duties & Functions

• Approach all encounters with guests and associates in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with Avantic Lodging Enterprises standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
• Comply at all times with Avantic Lodging Enterprises standards and regulations to encourage safe and efficient hotel operations.
• Maintain a friendly and warm demeanor at all times.
• Set the standard for guest relations at the Front Desk.
• Obtain all necessary information when taking room reservations.
• Monitor all V.I.P. and special guest requests.
• Review Front Office log and Trace File daily.
• Fully comprehend and execute all relevant phases of the front desk computer system.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all rates, packages, and promotions currently underway.
• Be familiar with all in-house groups.
• Be aware of all closed out and restricted dates.
• Follow and enforce all Avantic Lodging Enterprises hotel credit policies.
• Be able to perform all duties of Guest Services Agent.
• Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
• Maintain proper operation of the P.B.X. console and ensure that all Avantic Lodging Enterprises standards are met.
• Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel (set example for other associates, be the team leader).
• Assist the G.S.M. in ensuring that associates are following and maintaining Avantic Lodging Enterprises standards (i.e., answering phones, call-backs to guests, guest request log).
• Have knowledge of and assist in all emergency procedures as required.
• Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner.
• Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
• Ensure that associates are, at all times, attentive, friendly, helpful and courteous to all guests, managers and all other associates.
• Ensure the maximization of room revenue through Rooms Merchandising.
• Answer all guest inquiries in a timely and professional nature.
• Be involved in departmental meeting, planning and execution.
• Help maintain productivity levels at or above budgeted standards.
• Perform any other duty as required by management.
• Assist in training of new hires and current associates on a regular basis.
• Attend meetings as required by management.

Working Conditions/Environment

The following outlines the work environment employees will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Frequency Grid

N = Not Anticipated: 0%

O = Occasionally: 1-33% (per shift)

F = Frequently: 34-66% (per shift)

C = Constantly: 67-100% (per shift)

Work Environment of Job

Associate is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.

Frequency: C

Associate is subject to outside environmental conditions: No effective protection from weather.

Frequency: N

Associate is subject to extreme heat or cold (temperatures below 32 degrees or above 100 degrees) for periods of more than one hour.

Frequency: N

Associate is subject to noise: There is sufficient noise to cause the employee to shout in order to be heard above ambient noise level.

Frequency: N

Associate is subject to vibration: Exposure to oscillating movements of the extremities or whole body.

Frequency: N

Associate is subject to hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals.

Frequency: N

Associate is subject to atmospheric conditions: One or more of the following conditions that affect the respiratory system or the skin: Fumes, odors, dusts, mists, gasses, or poor ventilation.

Frequency: N

Associate is subject to oils: There is air and/or skin exposure to oils and other cutting fluids.

Frequency: N

Associate is required to function in narrow aisles or passageways.

Frequency: O

Associate is exposed to infectious diseases.

Frequency: N

None: Associate is not substantially exposed to adverse environmental conditions (as typical office or administrative work).

Frequency: C

Physical Requirements of Job

Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like, using feet and legs and/or hands and arms.

Frequency: O

Balancing: Maintaining body equilibrium to prevent falling when walking, standing or crouching on narrow, slippery or erratically moving surfaces.

Frequency: N

Stooping: Bending body downward and forward by bending spine at waist. Requires full use of the lower extremities and back muscles.

Frequency: N

Kneeling: Bending legs at knee to come to rest on one or both knees.

Frequency: N

Crouching: Bending the body downward and forward by bending leg(s) and spine.

Frequency: O

Crawling: Moving about on hands and knees or hands and feet.

Frequency: N

Reaching: Extending hand(s) and arm(s) in any direction, particularly for sustained periods of time (typing/using a mouse).

Frequency: F

Standing: Remaining upright on the feet, particularly for sustained periods of time.

Frequency: C

Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.

Frequency: C

Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.

Frequency: O

Pulling: Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.

Frequency: O

Finger Dexterity/Grasping: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling. Applying pressure to an object with the fingers and palm.

Frequency: F

Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.

Frequency: F

Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers or guests accurately, loudly, or quickly.

Frequency: C

Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive information through oral communication.

Frequency: C

Repetitive Motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.

Frequency: F

Vision: Employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; determine accuracy, neatness, and thoroughness of the work assigned; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurements devices; and/or assembly or fabrication of parts at distances close to the eyes.

Frequency: F

Lifting

Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to positions.

Frequency: O

Amount: 10-20 LBS

General Notes

This job description is not intended to be all-inclusive, additional details will be specified by the supervisor. The associate will also perform other reasonable business duties assigned by the supervisor.

Management reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.

If requested in accordance with applicable law, the Company provides reasonable accommodation to known physical or mental limitations of an otherwise qualified associate with a disability to allow him/her to perform essential functions of the job unless the accommodation would impose an undue hardship on the Company.

Avantic Lodging Enterprises is an at-will employer. This job description is a guideline and does not constitute a written or implied employment contract.