Suburban Inns
Job title:
Guest Service Supervisor
Company
Suburban Inns
Job description
Embassy Suites Downtown Grand Rapids is a fast-paced, high-energy workplace, with endless opportunities for advancement. Come and enjoy a fun filled career in the Hospitality Industry!
- Guest Service Supervisor Wage: Starting at $17/hr.
- Guest Service Supervisor Shift: 2nd
Guest Service Supervisor Benefits Include:
- Earned Paid Time Off for ALL Team Members
- Insurance (health, vision, dental, life) for full time Team Members
- Advancement opportunities
- 100% paid maternity/paternity or adoption leave for those who qualify for FMLA
- Hotel and restaurant discounts
- Flexible schedules (dependent on position)
- 8 hours of paid volunteer time per year (must be accredited)
- Employee Assistance Program (EAP) through Pine Rest (3 free counseling visits, online library, and access to financial and elder care consultations)
Guest Service Supervisor Position Summary:
Responsible for providing strong sales techniques and excellent guest service, according to Suburban Inns Core Values and Hilton standards, as well as going above and beyond to ensure that guests are 100% satisfied. The Guest Service Supervisor helps ensure the highest quality service is provided by Guest Service Representatives to maximize rate and occupancy, as well as assists in the sales efforts of the property.
Guest Service Supervisor Essential Functions:
- Reference the Guest Service Representative job description and assume all their essential functions
- Assist in interviewing, hiring, and evaluating GSR’s
- Assist in the property training, concierge training, and Hilton training of newly-hired GSR’s
- Ensure all GSRs are selling the property according to the Suburban Inns standards
- Assist with prospecting new hotel business and communicating information to sales department
- Hold team members accountable to the standards of employment and job performance set by the core values of Suburban Inns and Hampton Inn
- Maintain a neat and clean workspace in the front desk areas
- Rotate Manager on Duty shifts over the weekends for the hotel when needed
- Monitor inventory in the Property Management System on a daily basis and correct any out of balance issues
- Perform property walk-arounds as needed throughout the shift, and address all issues encountered. All trash, used towels, room service trays, etc. must be picked up. Keep eyes open for any and all safety and security issues. Report any problems to the appropriate department and Guest Service Manager
- Complete any required emergency training needed according to Hilton standards, with documentation of training being completed. Stay knowledgeable of all emergency procedures and aware of how to handle each situation, and ensure safety and security polices and procedures are followed by staff
- Follow proper Accounting procedures, including posting of guest charges, proper method of payment established at check in (before keys are given), checking high balances, cash payments and refunds, balanced cash drawers
- Provide excellent guest service and enforce the service philosophy among all team members:
- Supply information to guests regarding hotel policies, services, and amenities
- Respond to guest requests for assistance and information on the surrounding areas, such as directions, dining, and entertainment
- Handle all guest concerns and be able to problem solve in a tactful, professional manner
- Review all guest surveys and assist in responding to feedback and service recoveries.
- Ensure Hilton Honors standards are exceeded and Hilton Honors enrollments are promoted
- Maintain open lines of communication between all departments within the hotel
- Follow all Suburban Inns Processes
- Exhibit regular and recurrent attendance records
- Other duties as requested by management
Guest Service Supervisor Position Requirements:
Minimum Knowledge: Requires ability to interpret / extract information and / or perform arithmetic functions. Typing, computer skills, including internet browser usage, various computer applications and programs, record keeping, and word processing skills. Good communication skills.
Formal Education and Job-Related Experience: This position requires a minimum formal education of a high school diploma or equivalent related experience and one year Guest Service Representative experience. Hilton/OnQ experience preferred.
License, Registration, and/or Certification Required: First Aid / CPR Certification and CTA Certification (may be completed upon hire), TiPs Training
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Expected salary
$17 per hour
Location
Grand Rapids, MI
Job date
Wed, 13 Dec 2023 01:26:11 GMT
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