Guest Services Supervisor - Courtyard /Townplace, Hawthorne, CA

Job Description

Job Description

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Supervisor, for the Courtyard Marriott and Townplace Suites in Hawthorne, CA.

Job Purpose:

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

This position does require working weekends, holidays and late shifts.

This Position supervises the operational activities of the hotel’s front desk and ensures guest satisfaction and revenue optimization through check‐in, check‐out and the coordination of hotel services.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

The position requires the ability to perform the following essential job functions, with or without reasonable accommodation:

• Achieves customer satisfaction and room revenue goals while supervising Front Desk/Guest Service activities.

Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

• Oversees and participates in prompt and courteous guest check‐in and check‐out.

• Addresses questions or problems pertaining to Hotel rooms and rates.

• Maintains room security by providing effective key control and participates in matters relating to room security.

• Ensures customer mail and messages are delivered promptly by overseeing mail and message delivery.

• Promotes guest participation in guest satisfaction surveys and guides guest service representatives to do the same.

• Responds to positive and negative comments expressed in comment cards and develops improvement plans.

• Answers phones and handles guest requests/complaints, acting as deemed necessary.

• Handles cash, makes change and balances an assigned house bank. Accepts and records vouchers, traveler’s checks, and other forms of payment. Counts cash and other methods of payment at the end of the shift to verify and balance the house bank.

• Participates in daily shift check lists and ensures the items are completed during shift supervision.

• Communicates effectively both verbally and in writing to provide clear direction to staff. Assist in the training and development of new Front Desk Agents. Observes performance and encourages improvement. Develops, coaches, counsels and supervises team members to increase the level of guest satisfaction.

• Understands all aspects of the Front Desk

• Communicates with other departments to ensure proper handling of guests and groups

• Ensures follow‐through and communication from shift to shift regarding any pertinent information or guest requests.

• Maintains safe working conditions within department and Hotel.

• Must have ability to remain calm and alert, especially during emergency and/or heavy hotel activity.

• Must and resolve complications such as location changes or credit issues, field guest complaints, and conduct through research to develop the most effective solutions and negotiate results.

• Handles any guest compliments or complaints and acts deemed necessary. Plans and implements detailed steps by using experienced judgment and discretion.

• All other duties as assigned by management.

• Perform the duties of Guest Service Representative, in a friendly and courteous manner to ensure guest satisfaction.

• In emergencies, perform in the capacity of any position supervised including Night Audit.

Creates and maintains weekly Front Desk schedule.

REQUIRED SKILLS / ABILITIES:

• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

• Ability to listen effectively and to speak English clearly to communicate with customers and team members and prepare written complex reports of room availability and revenues generated.

• Must have coordinating skills as pertains to determining time, place and sequence of operations or action.

• Ability to analyze information and make effective judgments.

• All team members must maintain a neat, clean and well‐groomed appearance (specific standards available).

EDUCATION / EXPERIENCE:

• 1- 2+ years Hotel experience. Marriott experience preferred

• High School Diploma or equivalent.

BENEFITS:

• Team Driven and Values Based Culture
• Medical/Dental/Vision
• Vacation & Holiday Pay
• Employee Assistance Program
• Career Growth Opportunities
• Reduced Room Rates throughout the portfolio
• Employee discount
• Life insurance
• Parental leave