Guest Services Supervisor

Guest Services Supervisor

The Guest Services Supervisor is responsible for assisting the Guest Services Manager and Assistant Guest Services Manager while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Responsibilities include :

• Obtaining all necessary information when taking room reservations and following the rate-quoting scenario.
• Monitoring all VIP and special guest requests.
• Reviewing Front Office log and Trace File daily.
• Fully comprehending and operating all relevant aspects of the Front Desk computer system.
• Ensuring logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Being aware of all rates, packages, and promotions currently underway as listed in the Red Book.
• Being familiar with all in-house groups.
• Being aware of all closed out and restricted dates.
• Following and enforcing all Highgate Hotel hotel credit policies.
• Completing and ensuring that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
• Maintaining proper operation of the P.B.X. console and ensuring that all standards are met, if applicable.
• Establishing and maintaining good communications and teamwork with fellow employees and other departments within the hotel.
• Assisting the G.S.M. in ensuring that employees are following and maintaining standards (i.e., answering phones, callbacks to guests, guest request log).
• Having knowledge of and assisting in all emergency procedures as required.
• Overseeing and ensuring that all guests are checked in / out in a friendly, efficient and courteous manner.
• Being able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
• Being responsible for issued house bank.
• Being able to perform all duties of Guest Services Agent.
• Running room status reports in a timely manner and relaying necessary information to affected departments and individuals.
• Monitoring key control to maintain hotel security.
• Ensuring the maximization of room revenue through Rooms Merchandising.
• Answering all guest inquiries in a timely and professional nature.
• Being involved in departmental meeting, planning and execution.
• Helping maintain productivity levels at or above budgeted standards.
• Assisting in training and cross training of new hires and current employees on a regular basis.

Qualifications include :