Benefits:
401(k)
401(k) matching
Company parties
Dental insurance
Employee discounts
Free food & snacks
Free uniforms
Health insurance
Paid time off
Training & development
Vision insurance
Wellness resources
Job Title: Guest Services Supervisor
Department: Guest Services
Reports To: Assistant General Manager
Update: November 2024
JOB SUMMARY:
The Guest Services Supervisor’s primary responsibility will be to ensure that all Goodstone Inn & Restaurant guests have the highest level of guest satisfaction. They will be the first point of contact between guests and Goodstone Inn & Restaurant. The job duties include training guest service agents in customer service and hotel policies and acting as ambassadors to guests by addressing complaints. This position will work hand in hand with the Assistant General Manager to support and develop initiatives, processes, and Goodstone Culture. The ideal candidate will be a competent and trustworthy individual able to provide customers with warm greetings and handle all incoming requests. This position is a vital part of our leadership team.
GUEST SERVICES SUPERVISOR ESSENTIAL DUTIES AND RESPONSIBILITIES:
Oversee the daily operations of the Guest Services Department
Supervise, train, provide guidance and leadership to the Guest Services Team to ensure consistent customer service is provided
Communicate effectively with other departments, including housekeeping maintenance and Guest Services staff.
Assigns and instructs Guest Services Team in details of work
Transport guests on the estate as necessary
Actively listen to and resolve guest complaints
Oversee check-in and check-out procedures, including reservations and financial transactions.
Oversee the setup, coordination, reservations, and needs of all guests
Monitor and manage room inventory to ensure maximum occupancy and revenue
Manage cancellations, modifications, and no-shows in a timely and efficient manner
Handle guest complaints and concerns regarding reservations and work to resolve them professionally and courteously.
Collaborate with the AGM on reports, including occupancy rates, revenues, and forecasting data.
Stay updated on hotel policies, procedures, and promotions to provide accurate information to guests and effective training to Guest Services
Liaise with all departments to ensure attention to detail for service for all inn guests.
Provide an upscale guest service experience for clients throughout their stay.
Inform clients of our hotel services, including dining options, activities, etc.
Promote all hotel amenities, conveniences, and programs offered
Collaborate with the AGM to identify opportunities for room packages, upsell and promote, plan, and execute new revenue-generating initiatives.
Maintain good communication and work relationships with all other departments and staff.
Maintains high visibility in public areas during peak times.
Serves as a leader in displaying outstanding hospitality skills
Adheres to Company standards and maintains compliance with all policies and procedures.
Performs other related duties as assigned
REQUIREMENT AND SKILLS
A minimum of three years of experience in the customer service field is required.
Prior supervisory experience is a plus
Valid Drivers License
Understanding of all hotel management best practices and relevant laws
Proficiency in English; knowledge of other languages is a plus
Customer service drive with outstanding communication and active listening skills
Excellent problem-solving and multitasking skills
Leadership skills along with the ability to motivate a team into high performance
Ability to work flexible hours
Strong sense of responsibility and a professional presentation
Excellent interpersonal and communication skills
Ability to present information to and train employees
COMPANY PERKS AND BENEFITS:
Family Meal
Free Parking
Employee Discounts for the Inn and Restaurants
Offering full benefits starting on day 61 (Medical, Dental, Vision, Short Term Disability, Long Term Disability, Life Insurance, etc.
401-K Match after a year
Vacation and Sick Time
Employee Referral and Bonus Plan
WORK ENVIRONMENT:
This job operates in a professional hospitality environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
Must be able to work effectively in a stressful environment, communicate with others, and effectively interact with guests
Must be able to accept constructive criticism from supervisors
Must be able to change activity frequently and cope with last-minute room changes
Must be able to work inside and out in all weather conditions
Must be able to maintain all cleaning equipment and materials in a safe and sanitary working condition
PHYSICAL DEMANDS: The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently expected to stand for long periods, walk, climb stairs comfortably, use hands to finger, handle or feel, and reach with hands and arms. The employee also requires the ability to lift products occasionally and supplies of up to 50 pounds.
ADDITIONAL DUTIES: Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time or without notice.