Guest Service Supervisor

SUMMARY:

Assist the Front Office Manager of the Hotel to ensure high guest satisfaction in all areas of the Front-of-House Operations.  Manage the Front Desk when the Assistant Operations Manager of Hotel (AOM) in not present.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following: 

• Check guests in and out of the Hotel.
• Receives payment for guest rooms.
• Input reservations received through phone and e-mail.
• Maintains compliance to all front office standard operation procedures monitors key control, verifies room status information, updates group information, ensures follow-through of all VIP requests, meets all service standards within department.        
• Ensures that employees meet proper standards of dress and decorum. Always maintains the highest degree of guest service and professional conduct. Utilizes guest service skills to ensure that all guest needs are met promptly and to the guest's complete satisfaction.
• Assist with training of new Guest Service Agents.
• Ensure a maximum level of service and satisfaction, throughout the Hotel, is achieved and maintained.
• Facilitate the flow of information, by keeping communication lines open with all other departments in the hotel, such as engineering and housekeeping.
• Accountable for the accuracy of Hotel Front Office records and reports.
• Review room availability status, room blockage and special requests daily. 
• Handle guest complaints and resolve the complaint in a timely manner to ensure high levels of satisfaction.
• Answers inquire pertaining to Hotel and Casino services.
• Keep all areas clean & sanitized as directed.
• Responsible for maintaining a consistent, regular attendance record.
• Must be able to workdays, evenings, weekends and holidays.
• Other duties as assigned by AOM of Hotel or EOM of Hotel. 

QUALIFICATIONS:

• High School Diploma with a previous Front Desk or Supervisory experience. 
• Must be 21 years of age or older.
• Must be able to read, write, and verbally communicate fluently in English.