The purpose of a Guest Services Supervisor is to assist the
Guest Service Manager by overseeing the responsibilities of the
Front Office staff ensuring that the guests are being serviced in a
professional and competent manner.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
-Work with Guest Services Manager to train and monitor front office
-Monitors Guest Service Scores daily and takes action to improve
guest satisfaction through training, coaching and problem
-Communicates with the Engineering Department regarding any
maintenance requests from the guests.
-Communicates with the Housekeeping Department regarding guest
rooms and requests.
Has complete working knowledge of software system, including all
daily transactions and those which are not performed often.
-Has full understanding of software system and assists with
reservations, and checking guests in and out of the hotel.
-Knows how and where to post all charges.
-Handles checks and credit cards received from the guests for
payment of hotel charges.
-Knows all room rates.
-Assists the Guest Service Manager by handling special requests,
group blocking and unusual circumstances.
-Maintains regular attendance, is consistently on time, and
observes prescribed work, break and meal periods in compliance with
-Maintains high standards of personal appearance and grooming,
which include compliance with the dress code.
-Performs any other duties as requested by supervisor.
Reasonable accommodations may be made to enable qualified
individuals with disabilities to perform the essential duties.
DESIRED COMPETENCIES, WORK SKILLS, AND KNOWLEDGE
To perform the job successfully, an individual should demonstrate
the following competencies. Other competencies may be required.
Associate demonstrates a high QUALITY of work:
-Demonstrates accuracy and thoroughness.
-Monitors own work to ensure quality.
-Provides the best possible service to clients and customers.
Associate demonstrates acceptable PRODUCTIVITY standards
-Meets or exceeds productivity standards.
-Produces adequate volume of work efficiently in a specific
Associate demonstrates excellent CUSTOMER SERVICE SKILLS
-Responds to requests for service and assistance.
-Demonstrates the desire and ability to provide high quality
service to both internal and external customers.
-Solicits customer feedback to improve service.
Associate demonstrates INITIATIVE
-Asks for and offers help when needed.
-Includes appropriate people in decision-making.
Associate demonstrates ACCOUNTABILITY for their job performance
-Takes responsibility for own actions.
-Performs work with little or no supervision; works
-Can be relied upon regarding task completion and follow up.