Job Purpose:

• The Guest Service Supervisor works within guidelines as set forth by corporate policy, the Facilities Manager, General Manager, and President in fulfilling duties of the position. Ensures high guest service scores, trip advisor ranking, and guest recovery. Trains and enforces high guest service standards throughout the staff.
• Major areas include: working and directing the front desk staff, acting as Manager on Duty, front desk operations, maintaining the physical property and successful resolution of guest and employee problems.
• This position requires to assist guests efficiently and courteously in all Front Desk and/or other assigned department related functions, while projecting high standards of service and professionalism at all times. Create and nurture a hotel environment that emphasizes motivation, empowerment, teamwork, and a passion for providing service. Be readily available and approachable for all team members.

Job Duties & Responsibilities:

• Maintains compliance with company policies, practices, procedures and safety standards.
• Required to covers any call offs occurred at the desk that can?t be covered. Required to work a minimum of 3 weekends a month. Required to be flexible on working all shifts when needed.
• Required to work as Housekeeping Inspector when needed.
• Communicating and building service throughout the housekeeping staff.
• Audits the day-to-day operations of the front desk, guest service, and work activities of assigned personnel and reports deficiencies to Facilities Manager and General Manager
• Monitors, promotes, reviews, breaks down, and updates guest service scores on a weekly/monthly basis as directed.
• Works closely with Facilities Manager and informs them of occupancy forecasts and any changes.
• Checks, replenishes, and maintains inventory on all Guest Service Incentives
• Deals efficiently with guest complaints or special requests regarding rooms or other functional areas of the property within guidelines, policies and procedures.
• Confers and cooperates with other property personnel to resolve operating problems and ensures coordination of property activities.
• Participates in property staff meetings as directed.
• Assures that on-going training is provided. Including all staff trained on brand preferred program. (Hilton training / Choice U training)
• Reports to the General Manager regarding significant results, problems, and personnel actions regarding assigned personnel.
• If applicable, inspects all conference rooms and common areas each day to ensure setup, cleanliness, & security standards are met.
• Reports in a proper uniform which is cleaned and pressed.
• Maintains a well-organized and efficient front desk area.
• Promotes and monitors all Social Media for the hotel, leading by example increasing social media reviews and scores.