Guest Service Supervisor - Richburg, United States - Hotel of Richburg LLC

Hotel of Richburg LLC Richburg, United States

3 weeks ago

Description

Department Front Office

Reports to Assistant General Manager

Whats the job?

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience.

As Front Office Manager youll deliver this through managing all aspects of the front office (for example guest registration, porter services, business center, telephone services, concierge services, and guest reservations).

Youll also create the warm atmosphere that makes our guests feel at home in any location.

Your day-to-day

Guest Experience

Ensure your front office team delivers a great service, professional attention and personal recognition
Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies

People

Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance
Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
Ensure your team are properly trained on systems, security, service and quality standards

Financial

Help prepare annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management
Oversee night audit function and preparation of daily financial reports
Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk

Responsible Business

Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel
Perform other duties as assigned. May also serve as manager on duty

Accountability

This job is the top Front Office job and may report to a Director of Rooms at a large luxury or resort hotel.

Typically supervises front desk agents, reservations, PBX, etc. May oversee a team

What we need from you

Bachelors degree / higher education qualification / equivalent in Hotel Management/Business Administration, plus 3 years of Front Office/Guest Service experience including management experience.
Must speak fluent English. Other languages preferred.

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day.

Its what connects every colleague in all hotels.

Each hotel delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

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