Supervisor Hotel Operations

Summary: Providing a high level of guest service while adhering to the guidelines of the hotel.

Engagement Expectations:

We believe that team member engagement is the basis for a great culture and superior guest service. During every interaction, we display three behaviors:

• Smile, display energy and open body language
• Proactively greet team members and guests, initiating interaction to provide service
• Always use a positive parting remark to end the conversation

Essential Job Functions:

• Review and maintain up to date on policies and procedures of the front desk, audits and PBX/ Reservations.
• Counsel, develop and discipline team members in compliance with company policies and procedures
• Ensure staff receives proper training for each position, including safety training and standard operating procedures
• Check appearance of all team members to ensure compliance with standards of appearance
• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Ensure proper staffing levels daily
• Monitor and maximize occupancy and average daily rate
• Ensure all assignments are completed in an efficient and timely manner
• Handle and resolve guest complaints and concerns, then follow up to ensure matters are resolved quickly and appropriately
• Manage inventory of all hotel products including Linens, Bedding, Sensitive Keys etc.
• Promptly answer the telephone using a positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas
• Ensure that assigned staff have reported to work; document any late or absent team members
• Communicate effectively both verbally and in writing to provide clear direction to staff.
• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to, and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions.
• Provide timely and professional check-in/check-out services in accordance with established scripting and standards.
• Up-sell rooms where possible to maximize hotel revenue.
• Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
• Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances within permitted authorization level.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Promote The Hotel and brand-specific marketing programs.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other team members. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
• Make decisions and act based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Comply with quality assurance expectations, standards and hotel rating guidelines.
• Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.
• Complete opening and closing shift duties and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.)
• Manage and provide support to all housekeeping house and room attendants.
• Plan, organize, and monitor staff activities to ensure compliance with quality assurance standards set by the hotel, which requires continuous visual inspection of guest rooms and public space areas including restaurants, lounges, meeting rooms, et.
• Inspect all guest rooms as assigned and coach attendants of any deficiencies found in the room
• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Ensure staff receives proper training for each position, including safety training and standard operating procedures
• Ensure proper usage of chemicals and cleaning supplies by monitoring usage, providing complete training for team members and ensuring proper labeling of hazardous supplies in accordance with hotel hazard communication programs and Safety Data Sheets
• Resolve guest concerns in the absence of the Executive Housekeeper
• Assign attendants' carts/signs board in the morning and the afternoon
• Inspect guest rooms and public space areas including restaurants, lounges, meeting rooms, etc.
• Coach attendants on any discrepancies in their areas.
• Assist in the oversight of the laundry operation to ensure productivity standards are met, safety procedures are followed and the company assets are maintained and protected.
• Ensure constant communication and coordination between housekeeping and laundry vendors.
• Ensure that all team members are adhering to all safety and security procedures including entering of guest rooms (both team member and guest requests to open guest room doors), master key protection, work space safety, reporting lost or damaged hotel property, fire safety and reporting suspicious situations.
• Work collaboratively with other departments, such as Front Desk and the Facilities departments.
• Work closely with the Front Office regarding room stock and availability via phone or in person
• Submit maintenance reports/requests to the Facilities department and follow up for completion.
• As needed, compile and report accurate guest-room status to the Front Office team and ensure that corrective action is taken.

Qualifications:

• High school diploma or equivalent required
• 2 years of experience in a hotel, supervisor or a related field preferred
• Must possess outstanding interpersonal communication skills (verbal and written) to effectively interface with guests and Team Members.
• Must be able to remain professional and tolerate stress related to servicing public guests in a high pressure and fast-paced environment.
• Must possess strong leadership, prioritization, and planning skills, demonstrating the ability to handle and prioritize multiple tasks.
• Must maintain a thorough knowledge and understanding of PMS, CRM, Player tracking, analysis, financial tracking, regulatory systems, state regulations and company policies.
• Must have experience resolving problems decisively and timely, and adapting to changes as well as experience determining when senior leadership assistance is necessary for problem solving.
• Must be able to remain in a stationary position for a majority of an entire shift.
• Must be able to traverse from area to area within the operating areas to respond to and assist other Team Members.
• Must be able to learn and retain knowledge of computer systems and software (including, but not limited to Microsoft Office, Google Suite, PMS, player tracking/ casino management software, Financial Data), procedures and regulatory requirements.
• Must be able to utilize a point of sale system, handle cash and other financial transactions quickly and accurately.
• Ability to communicate with Team members and guests
• Ability to be a TEAM player
• Must be able to work flexible shifts including nights, weekends, and holidays.

Physical and Mental Demands:

• Regularly required to see, talk and hear; use hands to finger, handle, or feel and reach with hands and arms.
• Must occasionally move and lift up to 50 pounds.
• Able to work with others while maintaining a positive and courteous demeanor under occasional fast paced and noisy work conditions.
• Ability to successfully fulfill the pre-employment process
• Ability to obtain and maintain all necessary licensing