05/05/2021
Responsible for supervision of all boutique/small hotel operations, functions, and team. Areas of responsibility include Guest Services/Front Desk, Housekeeping, and Maintenance, as applicable. As a Supervisor, works with Associates to successfully execute all Hotel operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the Hotel. Assists the company as liaison between Associates, Property Owners, and Guests.
REPORTS TO: Vice President of Operations
ESSENTIAL FUNCTIONS:
1. Leading Guest Services Team
Utilizes interpersonal and communication skills to lead, influence, and encourage others; demonstrates honesty/integrity; leads by example. Encourages and builds mutual trust, respect, and cooperation among team members. Serves as a role model to demonstrate appropriate behaviors. Supervises Associates. Manages all day-to-day operations. Understands all Hotel positions well enough to perform duties in Associates' absence. Establishes and maintains open, collaborative relationships with Associates and ensures Associates do the same within the team.
2. Maintain Guest Services and Front Desk Goals
Achieves and exceeds goals including performance goals, team goals, etc.
Assists with supervision of day-to-day operations, ensuring the quality, standards and meeting the expectations of the owners and guests on a daily basis.
Develops specific goals and plans to prioritize, organize, and accomplish your work. Supports Management in keeping Hotel team focused on the critical components of operations to drive guest satisfaction and the desired financial results. Participates in department meetings and continually communicates a clear and consistent message regarding the Hotel’s goals to produce desired results. Understands the impact of operations on the overall property financial goals. Assists with the management of the Hotels’ controllable expenses to achieve or exceed budgeted goals.
3. Maintain Projects and Policies
Ensures compliance with all company policies, standards and procedures.
Ensures property policies are administered fairly and consistently.
Operating Procedures (SOPs and LSOPs) and support the Growth Vision.
4. Ensuring Exceptional Customer Service
Provides services that are above and beyond for guest satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, and feedback. Assist with the supervision of associates and all day-to-day operations of the Hotel. Understanding associate positions well enough to perform duties in associates' absence. Acts as the Service Champion for the Front Desk and creates a positive atmosphere for guest relations. Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations. Strives to improve service performance. Empowers associates to provide excellent customer service.
Ensures that all Hotel areas have an atmosphere that is conducive to the overall guest experience. Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. Responds to and handles guest problems and complaints.
Observes service behaviors of Associates and provides feedback to individuals and/or managers.
5. Additional Responsibilities
Provides information to management, co-workers, and Associates by telephone, in written form, e-mail, or in person.
Analyzes information and evaluates results to choose the best solution and solve problems. Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. Identifies and analyzes operational challenges and facilitates the development of solutions to prevent reoccurrence.
KNOWLEDGE, SKILLS, & EXPERIENCE:
1. Education and Experience Requirements
High school diploma or GED; at least 4 years of experience in the guest services, front desk, or related professional area, and 1 year in a supervisory leadership role.
OR
Minimum 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; at least 2 years of experience in the guest services, front desk, or related professional area, and 1 year in a supervisory leadership role.
2. Required Skills
Excellent verbal and written communication skills.
Excellent interpersonal skills
Leadership skills.
Superb guest service skills.
Strong knowledge of Microsoft Office program & tools.
Be proactive with incidents and issues ensuring resolution with employees.
Must have the ability to communicate complex ideas to co-workers and internal clients; strong writing and communication skills.
Must be able to manage numerous projects simultaneously at various stages of development
Ability to work independently, be detailed and results oriented, have time management skills.
