Guest Services Supervisor

The Front Desk Supervisor is responsible for assisting the Front Desk 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.

QUALIFICATIONS

• 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 co-workers and guests.

• Must be able to work with and understand financial information and data and basic arithmetic functions. RESPONSIBILITIES:

• Approach all encounters with guests and associates in a friendly service oriented manner.

• Maintain regular attendance in compliance with EMA Hospitality 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 EMA Hospitality 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 EMA Hospitality hotel credit policies.

• Be able to perform all duties of Front Desk 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 EMA Hospitality 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 EMA Hospitality 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.