Hotel Guest Services Supervisor
SUMMARY:
The Hotel Guest Services Supervisor is responsible for overseeing the daily front desk operations; responsible for handling guest issues to ensure 100% guest satisfaction; assisting with on-going staff training in order to provide efficient and effective front desk service.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide the highest quality of service to the customer at all times.
- Deal promptly and effectively with guest issues and requests.
- Anticipate, identify and ensure customer needs are being met in the best possible way.
- Responsible for providing and instructing employees to give exceptional customer service by promptly responding to customer needs; soliciting customer feedback to improve service; while building and maintaining a long term guest relationship.
- Interview applicants, direct hired employees to New Hire Orientation and ongoing in-house training to increase job knowledge and skill level.
- Coach and counsel employees to encourage positive behaviors and empower employees to analyze and effectively resolve guest challenges and areas of concern.
ADDITIONAL DUTIES
- Monitor service calls to observe employee’s demeanor, technical accuracy, and conformity to company policies.
- Recommend corrective services to adjust customer complaints.
- Maintain harmony among workers.
- Prepares composite reports from individual reports of subordinates.
- Ensure equipment is maintained in good working order.
- Provide employees with the resources needed to resolve guest inquiries.
- Initiate or suggest plans to motivate employees to achieve related goals.
- Key information into the computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.
- Assist with accounting ledger and postings for errors.
- Adjust posting errors and resolve guest issues.
- Responsible for knowing all events in the property
- Attend all mandatory meetings and training.
- Maintain confidentiality.
- Display sensitivity to Native American Culture.
- Operate within the parameters of the Little Creek Human Resource Policies, Departmental Policies and all other applicable regulations.
- Other duties may be assigned.
S.I.G.E. TRIBAL - STATE COMPACT & ACCOUNTING & INTERNAL CONTROL
DUTIES AND RESPONSIBILITIES:
SUPERVISORY RESPONSIBILITIES
- Hotel Guest Service staff