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Job Description

Job Title: Guest Services Supervisor

Department:  Guest Services

Reports To:  General Manger

General Summary:
Performs daily front desk duties, along with supervising the Guest Services team and maintaining the highest level of guest satisfaction.

Essential Job Functions:

  • Ensures guest satisfaction is the #1 focus of all team members
  • Training of all new Guest Service Representatives
  • Assist with the hiring of Guest Services Representatives
  • Manage Guest Services Department schedule - creating schedule and managing changes
  • Provide weekly memo and reminder memos for Guest Services team
  • Prepare monthly Guest Services Department meeting
  • Order and monitor office supplies
  • Sundries shop ordering and inventory
  • Monitor and enter rooming lists
  • Enter payment arrangements within groups (entering direct bill in reservations or credit cards)
  • Prepare for group arrivals
  • Take after hours phone calls from Guest Services team
  • Manage Review Express with Trip Advisor
  • Monitor cash drawer and vaults
  • Monitor the daily behaviors and appearance of Guest Service team and coach and/or compliment as needed
  • Other duties as needed

Scope of Responsibility:
In addition to performing front desk duties, supervisor responsibilities include supervising the Guest Services team, keeping the staff adequately trained and performing managerial duties if other managers are away.

Decision Making:
Make decisions regarding our Guest Services team, the satisfaction of our guests, and of course, make decisions which are within the overall best interest of the hotel.

Authority:
Has authority over Guest Services team and hotel responsibilities. Discusses disciplinary actions with the General Manager.

Qualification Standards:
Communication:
Strong communication skills; including the ability to deal effectively with vastly diverse groups of people and guests.

Education:
Required: High School Diploma
Preferred: College Diploma

Computer Skills:
Proficient with the computer and able to pick-up on new software quickly.

Experience:
Preferred: Front desk experience or other experience in the hospitality field.

Licenses or Certificates:
Valid Driver's License

Grooming:
All employees must maintain a neat, clean and well-groomed appearance per Eastland Suites and Snyder standards.

Physical Requirements:

  • Sitting in a normal seated position for extended periods of time
  • Reaching by extending hand(s) or arm(s) in any direction
  • Ability to carry items weighing up to 30 pounds without assistance.
  • Finger dexterity required to manipulate objects with fingers rather than with the whole hand(s) or arm(s), for example, using a keyboard.
  • Ability to move about.
  • Ability to see within normal parameters
  • Ability to hear within normal range
  • Valid Driver’s License
  • Appearance – All team members must maintain a neat, clean and well-groomed professional appearance.

 

This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned.