Guest Services Supervisor

Guest Service Supervisor

At HRI Hospitality, we offer a unique perspective on hotel ownership and management. We're here to expand the possibilities of what once was, with our history of restoring properties to their former glory as well as new build projects that become the center of their vibrant urban community, we take it to the next level.

We are looking for people to join our team that share in the passion for warm welcomes and creating an unforgettable experience for our guests. With a wide array of brands in exciting locations, HRI Hospitality is the destination to set course for growing your career!

Maintain complete knowledge at all times of:

• All hotel features/services, hours of operation.
• All room types, numbers, layout, decor, appointments and location.
• All room rates, special packages and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Scheduled in-house group activities, locations and times.
• All hotel and departmental policies and procedures.

Meet with departing Front Desk Supervisor or Night Auditor to review business status and follow up items

Access all function of computer system according to established procedures and standards

Answer department telephone using correct greeting and telephone etiquette

Check Front Desk and storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify any cleanliness/organization deficiencies

Review the previous day's occupancy and room revenues.

Monitor revenues derived from telephone and sundries. Monitor expenses (telephone, cost of sales, supplies, commissions and labor).

Resolve discrepancies with Accounting. Track actual numbers against budget

Ensure that staff report to work as scheduled. Document any late or absent employees

Coordinate breaks for staff

Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift.

Identify situations which could compromise the department's standards and delegate these tasks

Conduct pre-shift meeting with staff and review all information pertinent to the day's business

Inspect grooming and attire of staff; rectify any deficiencies

Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel

Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel to include Front Desk staff, PBX Staff, and Reservations Staff

Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently

Monitor communication logs and ensure that guest requests are followed up within 20 minutes. Check for repetitive problems and follow through on any unresolved requests

Monitor guest mail and ensure that it is processed according to procedures

Monitor and ensure that express check-outs are processed through the system correctly in accordance with hotel check-out standards

Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel

Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day

Assist guests with reports of lost or stolen articles, following hotel policy

Adhere to hotel requirements for guest and employee accidents or injuries and in emergency situations

Contact newly registered guests ten minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures

Ensure security of guest room access

Monitor and ensure that all cashiering procedures comply with Accounting policies and standards

Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures

Anticipate sold-out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and "walk" guests, following hotel policies and procedures

Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages. Maintain current list of available locations for walk situations

Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximize labor costs, deep cleaning and maintenance of rooms

Review the arrival report for accuracy and completeness.

Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns

Print special requests report and block according to specifications

Balance room types daily according to departmental procedures

Review resumes for arriving groups; organize and coordinate master accounts and check-in/check-out., pre-registration procedures

Coordinate delivery time of amenities with room service, ensuring timely delivery Monitor V.I.P. arrivals; greet and escort them to their room

Review requests for late check-outs and approve according to occupancy. Communicate such to Housekeeping

Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory

Print report on discrepant rooms, research discrepancies and enter current status accordingly

Maintain awareness of undesirable persons on hotel premises and escort off property contact Security where necessary

Ensure all closing duties for staff are completed before staff sign out

Foster and promote a cooperative working climate, maximizing productivity and employee morale

Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs

Complete all paperwork and closing duties in accordance with departmental standards

Review status of assignments and any follow-up action with on-coming supervisor

Minimum requirements:

• High school graduate or equivalent, some college
• Previous experience as a Guest Service Agent
• Must be able to satisfactorily communicate in English with guests, management and co-workers
• Must be able to provide legible communication
• Ability to enforce hotel's standards, policies and procedures with Front Desk staff.
• Ability to prioritize and organize work assignments; delegate work
• Ability to direct performance of staff and follow up with corrections where needed
• Must be able to think clearly, analyze and resolve problems exercising good judgment
• Ability to focus attention on details
• Ability to remain calm and courteous when consulting with demanding, difficult guests and/or situations
• Must be able to perform job functions to standards under pressure of multiple arrivals and departures

All positions require service minded team players with personable, enthusiastic and outgoing personalities. We offer many benefits for full time employees such as medical, dental, life insurance, 401K, paid time off, discounted hotel stays and more. Pre-employment background screening is required as a condition of employment. EOE/M/F/Vet/Disabled

Join our team as a Guest Service Supervisor where your contributions will make a significant impact on our guests' experiences!

HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.