Guest Services Supervisor
Company: HRI Development LLC
Location: Jackson
Posted on: August 7, 2022
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Job Description:
Job DescriptionJOB DUTIES Maintain complete knowledge at all
times of: o All hotel features/services, hours of operation. o All
room types, numbers, layout, decor, appointments and location. o
All room rates, special packages and promotions. o Daily house
count and expected arrivals/departures. o Room availability status
for any given day. o Scheduled in-house group activities, locations
and times. o 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 within three rings, 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, garage 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 safe deposit box procedures;
audit accuracy of cards with proper signatures and ensure
availability of keys. Handle guest reports on theft from safe
deposit boxes according to hotel procedures • 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: o Contracted banks o Shortages and Overages
o Late charges o Petty cash and paid outs o Adjustments o Posting
charges o Making change for guestso Cashing personal or travelers
checks o Payment methods or processing o Settling accounts o
Closing reports o Cashier reports o Balancing receipts o Dropping
receipts o Securing banks • 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. Check printed registration cards against
information on arrival report; rectify any deficiencies with
respective personnel • 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 • Complete bucket check nightly
according to departmental procedures• 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 • Prepare and submit daily/weekly payroll records • 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 MINUMUM 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 departuresTo apply, please visit our
website at www.hriproperties.com. Once you are on our website's
home page, please follow the instructions below to apply for any of
our available positions:1. Click on the "Careers" link at the
bottom of the home page.2. Click the "Search Career Opportunities"
link3. In the search bar, type in your location4. Click on the link
for the position that you are interested in applying for5. Follow
the instructions for completing the online applicationAll 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
Keywords: HRI Development LLC, Jackson , Guest Services Supervisor, Hospitality & Tourism , Jackson, Mississippi
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