Guest Services Supervisor - Starting Summer 2022

Purpose of Position:

To maintain high-quality services and products offered to guests through management of reservations, guest registration, and telephone services in order to maintain established operational standards and maximize hotel profits. Motivate subordinates to achieve the highest level of room sales at the highest possible rate. Assure that Guest Service Attendants always project a positive and professional image.

Education/Experience:

• High school diploma or equivalent unless otherwise waived by Human Resources Management.

• Two years of experience in a guest services position in a medium to large hotel or similar industry, to include supervisory experience. Special consideration will be given to those who exhibit exemplary performance.

• Excellent communication skills and a professional presentation.

• Ability to work well under pressure in a fast paced environment.

Job Responsibilities and Duties:

• Directly supervises the Guest Services Staff including Guest Services Attendants and Bell Attendants and department operations (e.g. hiring, terminating, disciplinary actions, and performance evaluations). Schedules subordinates, maintaining adequate staffing levels while adhering to labor standards guidelines.

• Assigns duties to staff and observes performance to ensure adherence to hotel policies and established operating procedures.

• Assures maximum guest service through training, including but not limited to: hotel amenities, the local area, shopping, dining, entertaining, current groups and event functions.

• Has working knowledge of rate structure to ensure the hotel is positioned as a market leader in RevPAR.

• Selects or assists in the selection of hotel staff and completes all new hire paperwork.

• Reviews employee performance and conducts personnel actions such as disciplinary actions and terminations.

• Maintains accurate records which may include direct bill accounts, credit card receipts, registration cards, etc.

• Receives and resolves or assists in resolving guest complaints and employee issues.

• Covers shifts in all departments as scheduled by the Director of Hospitality.

• Corresponds with group and travel agents to answer special requests for rooms and rates.

• Assists with sales and marketing efforts as directed.

• Maintains and implements established Emergency Procedures, assuring the security of guests and monies.

• Participates in preparation of the hotel’s annual budget.

• Answers inquiries pertaining to hotel policies and services.

• Regularly communicates with other department heads to ensure adequate scheduling coverage in all areas impacting the operation of the hotel.

• Schedules departments in adherence with budget and occupancy requirements to maximize guest service while working within the confines of budgeted hours.

• Ability to work a flexible schedule (available for morning, mid, evening, and night shifts, weekends/holidays as required).

• Able to perform the night audit shift as required in accordance with the Hotel Management System and Hotel Operations policies and procedures.

• Follows applicable TMCR company policies and procedures including Hotel Operations policies and procedures.

Additional Responsibilities:

• Perform other duties as assigned.

Access to Sensitive Areas: Hotel storage areas, email access and all sensitive areas when accompanied with authorization.

Signatory Authority: All related Guest Service forms and related forms with the authorization of Hotel Management.

Physical Requirements/Work Environment:

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is regularly required to stand, walk, sit, use hand to finger, handle or feel objects, tools or controls, and reach with hands and arms. The employee frequently lifts and/or moves up to 50-75 pounds. Requires ability to climb ladders and have stamina for constant walking, bending, stooping, reaching and pushing of medium to heavy weight items and equipment on a regular basis. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. While performing the duties of this position, the work environment is noisy and employee will work indoors and occasionally outdoors (exposed to weather conditions). Additionally, the employee will be exposed to cigarette smoke.