Guest Service Supervisor

Location: Cottondale

Job Title:

Guest Services Supervisor Non-Exempt / Full Time Department:
Guest Services Scope of Responsibility:
Supervise Guest Services team members to ensure all necessary tasks are completed in an efficient and authentic manner

Employee Manual:
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time or without notice.

Our Way All Wilson Representatives are responsible for taking care of people – first. People come before processes. We have the highest professional standards during all communications with our guests.

Our mission is clear and elegant and serves as the focal point for all we do – providing for comprehensive excellence in all facets of professional property management. As a service organization, we take care of people.

Our Core Values define “what we stand for” and “what we won’t stand for.” They include Kindness, Excellent Attitude, Focus, Clean-Clean, and Efficiency.

Essential Tasks:

Be responsible for team member call outs/no shows, and cover shifts as  available for phone calls and other means of communication at all  proficient in and available to work all three shifts.

Help in the training process of new hires.

Supervise all Guest Services activities. Offer continual coaching and training to Guest Services team members and be able to lend support during busy times.

Greet guests with an excellent attitude upon their entering and exiting the hotel.

Answer telephone calls pleasantly and with the correct phrasing. When possible, answer each call within three  proficient checking in and checking out guests by following all established policies and procedures.

Review arriving reservations for the day, at the start of the shift, checking for third party reservations, special requests, VIP names, etc., making corrections as needed.

Audit all in house guest folios for receipt balances. Take the necessary steps to collect payment from guests for the balance on their  proficient at using the Quore database for communication among all departments. Encourage continual usage of the platform and coach team members on using the system on a daily basis.

Audit all cash counts in the Log Book within Quore. Make note of any inconsistencies. Follow up when need be.

Handle guest complaints efficiently and courteously, taking immediate action to correct the problem. If the problem cannot be corrected with the resources at hand, notify the Guest Services Manager for additional support. Always be sure to log the complaint into Quore, closing out the complaint  knowledgeable of, and prepared for, scheduled groups and meetings. Take the time to read over their information and assure that everything is in place for their arrival.

E-mail a daily report to the Guest Services Manager recapping the shift including any issues, compliments, needs, etc.

Set up and prepare any game day activities subject to the hotel.

Keep inventory of service recovery items, office supplies, As If By Magic and treat shop amenities informing the Guest Services Manager when items are low in stock.

Work in housekeeping one day a month to maintain the ability to aid in guest’s housekeeping needs during the later shifts.

Reports to:

Guest Services Manager Safety Statement:

As an employee, it is your responsibility to be aware of and report any and all safety hazards or violations you may see or witness in the course of performing your required duties

Job Specifications:

Employees must meet these minimum requirements:

Educational

Skills:

Type of

Education:

H.S. Diploma Level of

Education:

12

Job

Experience:

Apprenticeship Program:
None Level of

Experience:

Some customer service

Communication

Skills:

Speak English Read English Write English Business Mechanical

Skills:

Calculator Computer Literate Copier Licenses /

Certifications:

None Physical Activities and Requirements:

Normal Work Position:
Standing and walking 100% of the time Bending Lifting Minimum Weight Employees must be able to lift: 50 lbs

Working Conditions:

Work alone and with others

Responsibilities:
Care of Equipment:
Occasionally Safety of…