As PM Guest Service Supervisor, you will be responsible for supervising the guest service team, ensuring that quality standards are met and that optimum service is provided. This position is that of a working manager, where time is split between team member training and supervision, as well as filling in for regular front desk shifts, as needed. If you are service-oriented and have a talent for leading and motivating a team, this may be just the job for you! THIS POSITION WILL WORK BOTH WEEKEND DAYS AND EVENING SHIFT 3pm - 11pm
RESPONSIBILITIES
- Assigns duties to front office staff and observes performance to ensure adherence to hotel policies and established operating procedures. Answers questions as they arise.
- Assists with guest service team member training, including safety training.
- Maintains accurate records including cash flow sheets, registration cards, direct bills, credit cards, and all other sensitive documents.
- Completes daily managers’ report which sums up the day – how many arrivals, departures, guest issues, guest satisfaction scores, standard of the week, etc.
- Takes on projects as assigned by the Front Office Manager and completes them by due date.
- Receives, assists and helps resolve guest complaints and team member issues.
- Provides input to the Front Office Manager on staff meeting topics; assists with leading the meetings.
- Assists with human resources functions of guest service department by engaging and motivating team members and focusing on team member development and retention.
- Observes guest service team members and provides mentoring, coaching and regular feedback to help manage conflict, improve team member performance and recognize exceptional performance.
- Assists with onboarding, culture training and ongoing development of each department team member, with a focus on team member satisfaction, productivity, and guest satisfaction.
- Performs functions of the Front Office Manager in their absence.
QUALIFICATIONS
- Previous guest service experience required.
- Previous supervisory experience preferred.
- Strong customer service skills and the ability to manage difficult guest and team member situations.
- Strong ability to develop, monitor, and train all revenue opportunities.
- Strong ability to manage, train and motivate a diverse team.
- Above average ability to initiate and facilitate renovations and repairs.
- Strong oral and written communication skills. Knowledge of Opera, Microsoft Office, Word and Excel a plus.
- Strong critical thinking ability; ability to make decisions with only general policies and procedures available for guidance.
BENEFITS
- PTO with immediate accrual
- Access 50% of your wages prior to payday
- Discount program for car rentals, travel, entertainment, etc.
- Hotel Discounts Worldwide
- Health Insurance
- Dental Insurance
- Vision Insurance
- Basic Life/AD&D and Supplemental Life Insurance
- Voluntary Options – Critical Illness/Accident/Hospital Indemnity/Short Term Disability/Legal
- Employer Sponsored Long-Term Disability Coverage
- 401(k) with immediate match
- Double Time for Holidays Worked
- Health Savings Account
- Employee Assistance Program (EAP)
- Dependent Care FSA