Job Posting: Guest Services Supervisor
Location: Wyndham Garden Inn, Pittsburgh - Airport
About Us:
We are a leading hospitality management group with a portfolio that includes two prestigious hotels in the heart of Pittsburgh. Our commitment is to provide exceptional guest experiences through unparalleled service, upscale amenities, and inviting accommodations. We are seeking a Guest Services Supervisor that ensures guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments. We are offering High Pay, Competitive rates and Great Benefits.
JOB ESSENTIALS
Item | Example |
People | Foster a work environment where all team members have an opportunity to realize their full potential; Shows genuine concern for the individual employee. Treats employees with tact, cooperation, helpfulness and empathy; Consistently works to improve the performance of subordinates and to prepare them for future growth. |
Training | All team members will receive extensive training and go through testing prior to being placed into a role. Each team member must stay over and experience all areas of the hotel and go through a checklist acknowledging they tried all of the hotels services. Team members must be aware of the local area. All team members must complete the required brand training as per brand requirements. |
Communication / Follow Up | In any hotel, communication is key. Team members must own any issues and a solid plan in place for following up on guest requests as well as in house requests. (Upgrading VIP’s, handing out info to guests upon arrival in welcome packets, etc). The Guest Services Supervisor should ensure all group resumes are accessible and read and followed up on. Ensure timeliness to meetings. |
Expense / Labor Controls / Overtime | The Guest Services Supervisor should stay within forecasted numbers in regards to departmental and labor expense. Expenses should be flexed based upon demand. Overtime must be controlled. Plans appropriate allocation of resources and assignments of staff Utilize labor reports. |
Revenue Maximization | It is crucial that the front desk team contributes to the sellout efficiency. It is up to the Guest Services Manager to ensure upsell/perfect sell programs are in place, hotel loyalty program enrollments, etc. The front desk owns the hotel day of arrival. This will be measured via the daily revenue reports, etc. |
OTHER:
- Advanced knowledge of brand’s reward program.
- Able to handle cash and credit transactions.
- Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
- General knowledge of local area attractions and transportation.
- Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
- Serve as the face of exceptional guest service and set the highest standards for associates to follow.
- Streamline check-in and check-out processes for efficiency and guest satisfaction.
- Report weekly updates to General Manager, Regional Vice President of Operations, and Corporate Brand Performance Officer with analysis, action steps, and progress. Action speaks much louder than analysis and will be the baseline of a successful role in this team.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand for nearly 100% of the shift; use hands to finger, handle, or feel and reach with hands and arms. The employee is frequently required to walk, climb or balance stoop, kneel, crouch, or crawl and talk or hear. The employee is occasionally required to sit and taste or smell. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds