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Guest Services Supervisor 4 applicants needed - Holiday Inn Salem, OR

Guest Services Supervisor 4 applicants needed - Holiday Inn Salem, OR

Ad id: 2707173649213368
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Summary Description

The Front Desk Supervisorwill supervise Front Desk and at times, Guest Service activities during shift and provide efficient and courteous service to each guest, maximizing room revenues through accordance to standards, policies and position tasks set by the hotel and The Hotel Group.


Essential Duties and Responsibilities (non-exhaustive, other duties may be assigned)

Achieves customer satisfaction and room revenue goals while supervising Front Desk/Guest Service activities

Ensures Guest Services is staffed appropriately by reviewing team member schedule and occupancy projections

Oversees and participates in prompt and courteous guest check‐in and check out

Addresses questions or problems pertaining to Hotel rooms and rates

Must be able to frequently move freely about the hotel, including up and down stairs many times during shift and remain standing for extended periods

Maintains room security by providing effective key control and participates in matters relating to room security

Ensures customer mail and messages are delivered promptly by overseeing mail and message delivery

Promotes guest participation in guest satisfaction surveys and guides guest service representatives to do the same

Responds to positive and negative comments expressed in comment cards and develops improvement

Types up a daily report and gives copies to the appropriate personnel

Answers phones and handles guest requests/complaints, taking action deemed necessary are essential functions of this job

Handles cash transactions and keeps a balanced bank

Participates in daily shift check lists and ensures the items are completed during shift

Assists in training and development of all Front Desk Guest Service Associates

Understands all aspects of the Front Desk and Night Audit

All other duties as assigned by Front Office Manager and General Manager

Acts as main hotel concierge during shift; assists other Guest Service associates where needed including bell and door duties

Meets and exceeds customer expectations by ensuring department provides excellent service and teamwork

Monitors service and teamwork on a regular basis and counsels team members on proper customer service techniques

Utilizes leadership skills and motivation techniques in order to maximize team member productivity and guest satisfaction

Assists GSM and FOM with team member meetings and counseling sessions

Advises GSM and FOM where and when discipline is required for Guest Service associates

Assists in Hotel housing activities by working closely with Sales, Housekeeping, and Maintenance

Maintains open line of communication with departmental heads

Reviews daily out‐of‐order rooms, VIP rooms, and special requests and checks with GSM and
Reservations manager to ensure items are taken care of

Coordinates group arrivals and departures with all Guest Service positions

Ensures follow‐through and communication from shift to shift regarding any pertinent information or guest requests

Provides effective sales effort at Front Desk to maximize room revenue

Assures cleanliness and orderly condition of the Front Office area by conducting daily inspections and will be ask to:

Check Front Office machines and equipment periodically

Assists in maintaining Front Office supplies

Maintains safe working conditions within department and Hotel

Ensures that all team members follow safety rules and procedures

Takes corrective action where required to improve safety of work areas

Supervisors also will be asked to work a night audit shift when needed

At all times projects a favorable image of The Hotel Group to the public

Front Office Supervisor,Guest Services Supervisor,Front Office Relief Supervisor,Front Desk Supervisor


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Last Updated on: March 19, 2018
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