Guest Services Supervisor - Arlington, United States - Loews Hotels

Loews Hotels Arlington, United States

3 weeks ago

Description

Live By Loews-Arlington, TX treats guests to an unprecedented upscale experience that blends sports and entertainment with first-class hospitality and superior amenities.

Ideally positioned between the new Texas Rangers' ballpark and Dallas Cowboys' Stadium, the 302-room hotel boasts an infinity-edge pool, a rooftop terrace and floor-to-ceiling windows that offer sweeping views of the Arlington Entertainment District.

Oversees daily agent activities at the front desk and ensures all Team Members are adhering to the company standards. Interacts with the guest and handles all guest requests. Provides a four diamonds and more experience by focusing on exceeding guest expectations. Supports the Front Desk Agents by providing constant feedback and training.

Understands the needs and wants of the customers in our market, improves processes by listening to the team and customers.

Responsible for controlling the inventory levels and works closely with the purchasing department.

Essential Functions and Responsibilities

Coordinates the quality, efficiency, and safe operations of the Front Office department
Ensures safe and efficient flow of traffic of arriving and departing guests.
Reviews occupancy flow patterns throughout the evening as well as Guest Services logs and applicable computer reports to ensure proper department coverage and an outstanding level of service
Supervises Overnight Front Office Team Members, ensuring adherence to Loews Star Service Standards
Overnight Supervisor is the point-person for the hotel during the overnight shift. He/ She will make critical decisions on the overnight when necessary, and be the leader of the overnight team, as a whole
Develops Overnight Front Desk Agents and Star Service Operators
Maintains open lines communication with other departments
Interacts frequently with guests to ensure satisfaction with services
Attends all required meetings for position
Oversees supervision of Team Members and work assignments to maximize performance and ensure all Team Members perform in a friendly professional manner at all times
Conducts regularly scheduled meetings and training as required
Answers guest inquiries and resolves complaints, taking all appropriate action to ensure total guest satisfaction
Ensures that all requests are handled promptly, accurately, and with utmost courtesy
Reviews/maintains daily payroll report/records for overnight team, maintaining labor costs within forecasted budgetary guidelines
Completes the overnight checklist
Ensures that all daily and group reports are distributed to appropriate parties
Other duties as assigned

Supportive Functions and Responsibilities

Maintains clean and excellent condition of Back Office area and equipment
Maintains proper stock of all supplies in Back Office Area
Executes emergency procedures in accordance with hotel standards
Notifies appropriate individuals and departments of any problems or unusual matters of significance
Attends all appropriate hotel meetings and training sessions
Is polite, friendly, and helpful to guests, employees, and management
Promotes and applies teamwork skills at all times
Complies with all hotel standards, policies, and rules
Complies with safety regulations and procedures
Remains current on hotel information and changes

Qualifications

Excellent communication skills - oral and written
Excellent guest service skills
Knowledge of computer programs utilized in property management
Able to work a flexible schedule, including weekends and holidays

Education:

Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skills

Experience:

Minimum two years experience as Front Desk Agent at a comparable quality property

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