Guest Services Supervisor

# Guest Services SupervisorHotel Ynez - Solvang, CA 93463## OverviewSalary Range$23.00 - $25.00 HourlyPosition TypeFull Time## DescriptionThe Guest Services Supervisor is responsible for assisting the General Manager with all operations of the Front Desk, reservations, guest services, and housekeeping in conjunction with all other departments of the property to ensure a positive guest experience. The supervisor will assist the GM with ongoing training and supervising of the front desk staff. The supervisor promotes, supports and enforces hotel policies, procedures and programs. The Supervisor is responsible for assisting the General Manager in responding to all guest issues and ensuring a timely and satisfactory response, and will notify the GM of any issues within the Hotel. The supervisor will work with the GM to ensure property maintenance and brand standards are met at all times, and that issues are addressed immediately and effectively. General Responsibilities:* Supervise all operational functions of the Front Desk, such as proper billing, accurate guest reservations, registration and check out. Ensure the successful completion and accurate billing for all departing guests, groups or special accounts.* Support and promote all hotel and company policies, procedures and programs. Respond properly and take a supervisory role in any emergency or safety situation involving the hotel and its guests if the GM is not available.* Conduct room and lobby inspections to ensure proper standards of quality, service, cleanliness and control are met.* Consistently maintain a neat, organized and clean workspace and appearance.* Train, supervise, develop, motivate, recognize, counsel, and discipline Hotel staff in conjunction with the GM.* Review for familiarity all arrivals, departures, groups, VIPs, and returning guests. Coordinate room assignments, amenity delivery, special requests, etc. Update Guest information in PMS.* Provide general information to guests and staff regarding hotel services, hours of operation, key personnel, daily activities and special functions.* Respond to guest comments effectively and promptly with follow up to ensure guest satisfaction.* Effectively communicate and report any guest service, maintenance or housekeeping needs, with Front Desk team, upper management and Hotel staff using all tools available (conversation, phone, voicemail, e-mail, pass along etc, where necessary).* Maintain close working relationships with all departments of the property to ensure maximum productivity, cooperation, morale and guest service.* Develop and maintain professional relationships with guests, patrons, clients, group contacts and service providers to ensure superior personalized service.* Assist the GM with ordering, stocking and inventory of all hotel, housekeeping and front desk supplies including but not limited to linens, mini bar supplies, maintenance supplies and front office supplies* Assist the GM and Retail program with restocking, inventory and training on retail.* Work with the GM to ensure the timely attention and completion of all property maintenance when the GM is not present.* Assist in other areas of the hotel as needed.* Work Front Desk shifts as needed, including evenings, weekends and holidays.Expectations:* The Front Desk Supervisor will work closely with the GM to ensure proper training of all front desk staff, including ongoing training.* The Front Desk Supervisor will work with the GM to ensure brand standards of property maintenance and cleanliness are met.* The Front Desk Supervisor will effectively delegate, problem solve, follow up, communicate and use both common sense and organizational tools to ensure that the business standards of operation are met at all times.Physical Requirements:* Frequent standing and walking through the shift, including moving between the front desk, lobby and other guest areas.* Ability to navigate the property, which may include uneven surfaces, or outdoor areas* Occasional lifting, carrying, pushing, or pulling of items up to approximately 20-25 pounds (e.g. packages, supplies, guest items).* Frequent use of hands and fingers to operate computers, telephones, key systems and office equipment.* Ability to read screens, printed materials and reservation details; close and distance vision required.* Occasional reaching, bending, stooping, or crouching to access materials, assist guests or lightly clean* Ability to to sit for prolonged periods at the front desk* Ability to work indoors and outdoors, potentially in varying weather conditions and temperatures## QualificationsQualifications* Previous guest service experience required; hotel front desk experience preferred* 1–3 years of prior supervisory experience preferred* Exceptional verbal and written communication skills in English* Proficiency in computer systems and standard office equipment* Strong customer service orientation with a professional demeanor* Willingness to work weekends, holidays, and varied shiftsThe posted pay range represents the compensation Hotel Ynez reasonably expects to pay for this position at the time of posting. Starting pay will be determined based on relevant experience, skills, qualifications, and other legitimate, non-discriminatory business factors, and will fall within the posted pay range.Hotel Ynez provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, ancestry, national origin, religion, creed, age (40 and over), disability (mental & physical), sex, gender, sexual orientation, gender identity, gender expression, medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by federal, state or local laws. #J-18808-Ljbffr