Supervisor, Guest Services

Our team members are the key to our company’s success, and their health and well‑being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work‑life balance. Benefits may vary with employment status. To see our full list of Team Member Benefits please visit our career site:

The Guest Services Supervisor assists the Hotel Operations Manager in all duties of the Front Office operation, including providing leadership to the Front Desk, Concierge and Valet Bell Services teams, training and team member development, delivery of quality and prompt exceptional guest service, and resolution of guest issues, while maximizing room revenue and occupancy. The Guest Services Supervisor will ensure the safe and efficient transportation, arrival, and departure of guest vehicles, as well as the coordination and oversight of the Valet parking lot and coat check operations.

ESSENTIAL FUNCTIONS:

• Creates an atmosphere that induces guests to make Hard Rock Hotel & Casino Bristol their choice for gaming and entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members to provide superior guest service.
• Provides superior guest service, positively affects interactions with guests and team members, and has the resiliency to deal with difficult guests in all types of business conditions and the ability to work harmoniously with co‑workers.
• Ensure prompt and courteous service for all arriving and departing guests.
• Maintain regular presence throughout the departments.
• Responsible for providing an authentic experience that “rocks” for Hard Rock guests by ensuring that the Port Cochere entrance is visually inviting and provides amplified service to the guest.
• Responsible for managing Front Office, Valet Bell Services and Coat Check, including training, hiring, scheduling, supervising and evaluating.
• Responsible for maintaining a smooth flow of traffic to and from Hard Rock Hotel & Casino Bristol.
• Documents safety situations, violations or property damage.
• Handles guest complaints in a timely, accurate, and courteous fashion.
• Maintains effective communication and relationships with team members, management, and guests.
• Assists Hotel Operations Manager in maintaining service standards and makes decisions in their absence.
• Trains, evaluates and supervises team to ensure that team members receive adequate guidance and resources to perform job responsibilities.
• Attend and participate in meetings, completing follow‑up tasks as assigned.
• Teach/coach and document team members who fail to meet standards to maintain a high quality workforce.
• Present a professional image to team members, guests, clients, owners and investors.
• Responsible for providing empathy, and corrective action if guests’ vehicles are damaged on property.
• Ensures the Valet areas and surrounding environment are clean.
• Fully conversant with all rules, policies and procedures and will acquaint new team members with their department and their jobs.
• Report to Security Department and Management any unusual and/ or suspicious activities observed on the premises.
• Make recommendations to enhance and improve service to maximize guest satisfaction.
• Assist with the information flow to and from management, covering all areas from policy and procedural updates to special events and their impact of the property.
• Ensure consistent sequence of service is followed and all brand standards are properly executed.
• Review and develop guest history records to enhance personalized service for repeat guests.
• Ensure the proper handling, maintenance, storage, and security of all department equipment.
• Regularly and clearly communicate guest arrivals and departures and additional relevant information with other departments, as needed.
• Maximize room revenue and occupancy by effectively controlling rates and availability.
• Communicate with Hotel Operations Manager to ensure guest room standards are effectively maintained.
• Ensure guests’ needs and concerns are responded to in a timely,…