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Guest Services Supervisor

Hiring Deadline: Open until filled
Position updated on:
Zip Code: 90401
Industry: All
Employer: Shore Hotel
Job Tracking ID: 1377459835
Job Description:

The Guest Services Supervisor is responsible for providing another layer of management to guide front desk staff to greeting and checking in & out guests of the hotel in the hotels continuing effort to deliver outstanding guest service and financial profitability. Since this is a Supervisory role, this position will be responsible to assist Front Office Manager and the Assistant Front Office Manager in operational functions such as work process, and quality control of departmental policies and procedures.

Job Duties:
•Greet guests and perform check-in process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, ensuring guest knows location of room and/or has a bell person accompany him/her.
•Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, handling money, processing credit and debit cards, accepting and recording various forms of payment, making change.
•Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
•Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
•Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
•Field guest complaints conduct research and resolve and negotiate solutions for guest satisfaction.
•Assist in training when directed by Front Office Manager and Assistant Front Office Manager.
•May assign and coordinate, and supervise work activities of Front Desk Agents when Front Office Manager and Assistant Front Office Manager request assistance.
•Will be active in maintaining high visibility during peak periods in order to ensure the smooth running of operations, promotes good public relations, takes corrective actions and handles guests' complaints to ensure their satisfaction.
•Review occupancy, daily arrivals & departures and identify potential problems with rooms' activity and take appropriate action.
•Ensure all PBX operators, bell staff and front desk agents are punching in and out at the appropriate times and in accordance to California Labor Laws.
•Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
•Ensure PBX operators, bell staff and front desk agents are performing their daily tasks in accordance to their job requirements and duties.
•Ensure implementation of all Shore Hotel policies and house rules. Understand hospitality terms.
•Ensure sign off of all Service Standards by Position for Guest Services staff.
•Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
•Maintain communication with other hotel departments as it pertains to guest services.
•Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
•Ensure correct and accurate cash handling at the Front Desk.
•Follow and enforce all Shore Hotel credit policies.
•Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
•Assist Front Office Manager and Assistant Front Office Manager with monitoring V.I.P.'s, special guests and requests.
•Act as Manager On Duty when assigned.
•Complete and send out Shore Report when needed and ensure agents are completing daily checklists.
•Complete the daily Market Metrix email distribution list and send in to Market Metrix through email.
•Keep front desk completely stocked operational materials beginning and end of shift.
•Audit Agents checklists
•Complete Supervisor checklist
•Attend monthly safety meeting
•Ensure required pars of all front office and stationary supplies.

The ideal candidate possesses the strengths and personality traits to be able to multi-task and cater to guest needs in order to create a personable guest experience with every interaction while being a true team player.

If you are an experienced Guest Services Supervisor and would like a chance at this exclusive opportunity, please stop by during our open application hours (listed below) or hit reply and send us your resume.

Open Application Hours:
Tuesday & Thursday: 10am-12pm
Wednesday: 2pm-4pm

Shore Hotel
1515 Ocean Ave
Santa Monica, CA 90403

Thank you for your interest in joining the Shore Hotel family!


Employee Type: Full-Time, Part-Time
Compensation: TBD

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