Supervisor, Hospitality ​/ Hotel ​/ Catering, Guest Services

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The Front Desk Supervisor is responsible for supervising the guest services team to ensure completion of essential duties necessary for an efficient Front Desk operation.

• Respond to all guests’ requests, problems, complaints and/or accidents presented at the front desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Attend daily and monthly rooms meetings.
• Participate in required M.O.D. program as scheduled.
• Work at front desk, concierge, and bell desk as appropriate.
• Maintain a professional working relationship and promote open lines of communication with managers, associates and other departments.
• Work closely with accounting on follow-up items, i.e., returned checks, rejected credit cards, associate discrepancies, etc.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with PAH SOP’s.
• Ensure implementation of all PAH policies and house rules. Understand hospitality terms.
• Assist in preparation of revenue and occupancy forecasting.
• Ensure correct and accurate cash handling at the front desk.
• Ensure that associates are, always, attentive, friendly, helpful and courteous to all guests, managers and other associates.
• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
• Monitor all V.I.P.'s, special guests and requests.
• Review daily guest services work and activity reports generated by Night Audit.
• Be familiar with all Brand Rewards programs and offers.

• High school education, GED, or equivalent experience.
• Minimum 3 years of experience working in guest services is required with at least one of those in a supervisory role.
• Outstanding management, organization, communication and leadership skills.
• Highly organized and detail-oriented.
• Must be able to abide by the company appearance standards and compliance with the designated uniform.
• Must be able to work any shift, weekends, holidays, and special events, as needed.
• Must have employment eligibility in the U.S.

• Basic office skills, experience with personal computer & Microsoft Office, general office equipment.
• Regularly required to sit, stand, walk, bend and use hands to handle objects, tools or controls.
• Must be able to lift to 50 lbs. and work most shift in a standing position.
• Must have a valid driver’s license from the applicable state.

Mid-Senior level

Full-time

Other

Hospitality