Supervisor, Guest Services

Guest Services Supervisor

The Guest Services Supervisor assists the Hotel Operations Manager in all duties of the Front Office operation, including providing leadership to the Front Desk, Concierge and Valet Bell Services teams, training and team member development, delivery of quality and prompt exceptional guest service, and resolution of guest issues, while maximizing room revenue and occupancy. The Guest Services Supervisor will ensure the safe and efficient transportation, arrival, and departure of guest vehicles, as well as the coordination and oversight of the Valet parking lot and coat check operations.

Responsibilities

(These functions are intended as a general illustration of the work performed in this job classification and are not all-inclusive for this position)

• Creates an atmosphere that induces guests to make Hard Rock Hotel & Casino Bristol their choice for gaming and entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members to provide superior guest service.
• Provides superior guest service, positively affects interactions with guests and team members, and has the resiliency to deal with difficult guests in all types of business conditions and the ability to work harmoniously with co-workers.
• Ensure prompt and courteous service for all arriving and departing guests.
• Maintain regular presence throughout the departments.
• Responsible for providing an authentic experience that "rocks" for Hard Rock guests by ensuring that the Port Cochere entrance is visually inviting and provides amplified service to the guest.
• Responsible for managing Front Office, Valet Bell Services and Coat Check, including training, hiring, scheduling, supervising and evaluating.
• Responsible for maintaining a smooth flow of traffic to and from Hard Rock Hotel & Casino Bristol.
• Documents safety situations, violations or property damage.
• Handles guest complaints in a timely, accurate, and courteous fashion.
• Maintains effective communication and relationships with team members, management, and guests.
• Assists Hotel Operations Manager in maintaining service standards and makes decisions in their absence.
• Trains, evaluates and supervises team to ensure that team members receive adequate guidance and resources to perform job responsibilities.
• Attend and participate in meetings, completing follow-up tasks as assigned.
• Teach/coach and document team members who fail to meet standards to maintain a high quality workforce.
• Present a professional image to team members, guests, clients, owners and investors.
• Responsible for providing empathy, and corrective action if guests' vehicles are damaged on property.
• Ensures the Valet areas and surrounding environment are clean.
• Fully conversant with all rules, policies and procedures and will acquaint new team members with their department and their jobs.
• Report to Security Department and Management any unusual and/ or suspicious activities observed on the premises.
• Make recommendations to enhance and improve service to maximize guest satisfaction.
• Assist with the information flow to and from management, covering all areas from policy and procedural updates to special events and their impact of the property.
• Ensure consistent sequence of service is followed and all brand standards are properly executed.
• Review and develop guest history records to enhance personalized service for repeat guests.
• Ensure the proper handling, maintenance, storage, and security of all department equipment.
• Regularly and clearly communicate guest arrivals and departures and additional relevant information with other departments, as needed.
• Maximize room revenue and occupancy by effectively controlling rates and availability.
• Communicate with Hotel Operations Manager to ensure guest room standards are effectively maintained.
• Ensure guests' needs and concerns are responded to in a timely, professional, and friendly manner with a focus on service recovery.
• Maintain knowledge of all property services and hours of operation to include restaurant food concepts, menus, dress codes, guest room types, names, layout, amenities, and locations; room rates, special packages, and promotions.
• Balance staffing levels and labor to achieve ideal team member/guest engagement and cost ratio.
• Assist in the development and implementation strategies to improve departmental retention.
• Promote a positive work environment for all team members and ensure all employment related processes and documentation are in compliance.
• Attend and participate in regular meetings with team to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.
• Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.
• Resolve guest complaints and implement changes to prevent future issues in accordance with established guidelines from Management.
• Monitor quality assurance program scores and guest feedback. Take corrective action when necessary.
• Maintain presence front-of-house during the majority of team member's scheduled business period.
• Ensure all property policies and procedures are fully implemented in department, including health and safety guidelines.
• Operate ethically to protect the Hard Rock brand. Ensure brand and business initiatives are implemented.
• Maintain confidentiality of guest, employee, and company information.
• Complete all required reports and paperwork.
• Comply with all policies and standard operating procedure of the property.
• Perform work regularly and predictably.
• Other duties as assigned.

Education and/or Experience Requirements:

(Related education and experience may be interchangeable on a year for year basis)

• High School Diploma or equivalent is required.
• One (1) year of full service Front Desk/Hotel Operations experience in a supervisory role.
• Degree/diploma in Hotel Management, or an equivalent combination of education and experience that provides knowledge, skills, and ability sufficient to successfully perform the duties of the position.
• Valid driver's license with a clean record for the previous 3 years.

Additional Requirements (Licenses, Certifications, Testing, etc.):

• Must obtain and maintain all licenses / certifications per Federal, State, and Gaming/Lottery regulations.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Must be at least twenty-one (21) years of age or older.
• Must be able to work nights, overnights, weekends, and holidays.
• Ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
• Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
• Must possess strong communication and listening skills.
• Must have a friendly and outgoing personality.
• Ability to be punctual and meet deadlines.
• Ability to function independently in a multi-tasking environment, as well as a part of a team.
• Duties and responsibilities are typically performed in a professional setting, but there may be times where you will need to be on the Casino Floor or pass through this area. On the Casino Floor, you may be exposed to casino-related environmental factors including, but not limited to, excessive noise.

Physical Demands:

• Must be able to work standing/sitting for long periods of time.
• Ability to walk distances.
• Ability to tolerate exposure to heat, cold, chemicals, secondhand smoke, and loud/noisy environment.
• Must be able to work at a rapid pace, while maintaining attention to detail.
• Able to handle stress arising from management of operations and volume of work.
• Must be able to manage multiple tasks with attention to detail.
• Must have strong communication skills, phone etiquette and exceptional guest service skills.
• Must possess computer skills to include MS Office and hotel PMS.

Disclaimer: This is not necessarily an exhaustive list of all the responsibilities, skills, duties, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different task is performed when circumstances change (i.e. emergencies, changes in personnel, workload, rush jobs or technical development). #HARDROCK