Guest Services Supervisor

Responsibilities

• Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Greet and welcome guests upon arrival.
• Register guests into the computer, verifying reservation, address, and credit information.
• Promote “preferred” guest program and provide recognition and benefits to all current members.
• Accept payment for guests’ accounts both at the time of registration and at checkout.
• Maintain a house bank and make a deposit and accurate report of receipts daily.
• Cash checks and exchange currency for guests.
• Issue key to and control entrance of safety deposit boxes.
• Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints.
• Answer telephone promptly and properly being polite, courteous, and friendly.
• Be knowledgeable and helpful about the local area, the hotel and hotel services.
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manager.

• High School diploma /Secondary qualification or equivalent.
• Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Extensive knowledge of the hotel, its services and facilities;
  General knowledge of the city where hotel is located and its attractions.
• Must be able to stand and exert well-paced mobility for up to 4 hours in length.
• Must be able to lift up to 15 lbs occasionally.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment.
• Must be able to work a flexible schedule including nights, weekends and/or holidays.