Guest Services Supervisor

Summary

Coordinates front office activities of hotel and resolves problems arising from Guests' complaints, reservation and room assignment activities, and unusual requests and inquiries by performing the following duties personally or through fellow Team Members. Responsible for ensuring 100% Guest Satisfaction.

Essential Duties and Responsibilities include the following:

Responsible for training Guest Services Team Members in accordance with standards as outlined by Hilton Hotels Worldwide and Willow Valley (required video & emergency training).

ONQPM GSA Curriculum-perform daily front desk tasks, including check-in, check-outs, issuing room keys, answering, screening and routes outside calls, postings, corrections, printing reports, room status, room availability creating and modifying groups, guests/group messages and hotel room blocks.

Manages appropriate communication system to relay relevant tasks to the department, Team Member or Team Leader.

Answers inquiries pertaining to hotel services; registration of guests; recreational facilities in the area; shopping, dining, entertainment, and travel directions.

Handling Guest complaints through face-to-face interaction, written or verbal response.

Serves as the champion for Kipsu and Guest Experience Platform (previously known as SALT)

Responsible for Sweet Shop ordering, stocking, and inventory. Ensuring it is properly maintained at all times.

Prepares Incident Reports when necessary.

Assists and maintains operational procedures withing the Front Desk.

Maintains a high personal level of visibility at the front desk.

Works in conjunction with the Sales Department to maximize revenue opportunities through Inventory Control, handling Late Cancelations and No Shows.

Ensures Front Desk Operations align with Hilton Worldwide Brand Standards.

Assists with chargebacks, disputes, third party billing, and advance deposits/payments.

Due to seasonal needs within the hospitality industry, it may be necessary to adjust schedules to meet the demands of our business.

Serves as Manager on Duty (MOD).

Schedule requires flexibility.

Performs other duties as assigned.

Supervisory Responsibility

Manages Team members in the Guest Services Department. Is responsible for the overall direction, coordination, and evaluation of the unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training, disciplining, scheduling Team Members for work, planning and assigning work, checking work for accuracy and completeness, maintaining performance records, handling Team Member complaints, overseeing safety issues, advising management on policy or operations issues, planning, purchasing, and recruiting.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High School diploma or GED equivalent; 1-2 years similar experience required.

Certificates, Licenses, Registrations

Hilton Brand Training upon hire

CPR Certification preferred but will train

RAMP Certification preferred but will train

Safety Policies and Practices

The Team Member in this position is responsible for following Willow Valley’s safety policies and procedures, promoting safety, and identifying areas for improvement. The Team Member must be knowledgeable about and follow Willow Valley’s Safety Manual. The Team Member will be reviewed annually on workplace safety.

Computer Skills

General Computer Skills with experience using Excel, Email, Kronos, and OnQ PM System/PEP

Complexity & Judgment

Work requires performing routine tasks that are unrelated. Problem solving occurs as a regular part of the job. Established practices and procedures are not always available to address all situations. Individual judgment is used on a regular basis.

Guest & Team Member Relations

This position maintains regular contact with Guest and Team Members and/or the public. The purpose of this contact is to address issues and concerns and establish business relationships. Resolving difficult situations is usually referred to a higher level.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Physical Demands

While performing the duties of this job, the Team Member is regularly required to walk and talk or hear. The Team Member is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The Team Member is occasionally required to climb or balance. The Team Member must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

While performing the duties of this job, the Team Member is occasionally exposed to outdoor weather conditions. The noise level in the work environment is usually moderate.

Full-time benefits offered by Willow Valley Associates

• Medical
• Dental
• Vision
• Matching 401(k)
• PTO
• Employee Assistance Program
• Hotel Discount Program
• Fun Work Environment!

Willow Valley Associates is an equal opportunity employer.