Guest Services Supervisor - The Hotel Zamora

Job Description

Job Description

The Hotel Zamora, a beautiful boutique hotel located in St. Pete Beach, FL, is seeking an experienced Front Office Manager. With stunning views overlooking the Intercoastal Waterway and Gulf of Mexico, the Hotel Zamora provides a luxurious retreat for its guests. Besides relaxing in the beautifully appointed guest rooms, our guests experience intuitive service in our Rooftop Lounge, Sidewalk Restaurant, Private Dining, and Meeting/Banquet space. The Hotel Zamora is under new ownership and management with Sherman Associates, an accomplished and proven real estate development and management company. Our commitment to people and our vision for the future, combined with our history of success spanning decades, makes Sherman Associates who we are today.

Responsible for the overall operation of the Front Desk and the seemingly effortless movement of guests through the hotel. This includes the role of resident expert on all required brand standards related to check-in and checkout procedures and the general operations of hotel facilities. Acting as an agent themselves they lead by example and provide support and coaching to the Talent.

ESSENTIAL FUNCTIONS

• Ensures all guests are welcomed and served in an efficient and courteous manner executing all brand standards during the process
• Assures required Front Desk supplies are readily available to best serve the guest
• Acts as the first management line of contact for all guest complaints or issues
• Ensures all Front Office quality standards are complied with and that policies and procedures are consistently applied
• Assures all financial transactions are completed properly and within the established guidelines of the property
• Responsible for the preparation, upkeep and management of sales throughout the day and at night
• Coordinates hotel operations with other departments in order to facilitate increased levels of communication and guest satisfaction
• "Owning" the desk and desk operations they strive to exceed guest expectations at every opportunity
• Acts as Manager on Duty and supervises operations
• Completes other duties as assigned
• Works as a team player and interacts with all internal and external customers in a friendly/efficient manner
• All guests must be treated in a manner to ensure their complete satisfaction
• Always strive to exceed guest expectations and meet brand standards
• Communicates effectively both verbally and in writing.
• Practices active listening and responds in a professional and timely manner.
• Team player and interacts with others in a positive, collaborative, and productive manner.
• Asks for, accepts, and acts on feedback.
• Produces required volume of work by planning, organizing, and prioritizing work duties
• Adheres to Sherman Associates attendance policy, grooming and appearance standards, general work rules, and department procedures
• Maintains a clean and safe work environment, follows all procedures for guests and employee incidents and is knowledgeable for hotel emergency procedures
• Attends all required department and hotel meetings

Supervisory Responsibility

• While this position has no direct reports, it is expected to exhibit strong leadership qualities; including, but not limited to mentoring/training of other staff, assisting management in prioritizing and coordination of work duties.
• Supports management in training, coaching, directing staff, and preparing employee reviews.

MINIMUM REQUIREMENTS

MINIMUM REQUIREMENTS

Education & Experience

• 1-2 years of experience in hospitality related environment, with at least 1 years of supervisory experience
• Must be at least 18 years of age
• High School or equivalent education required
• Must possess a valid US driver's license and meet requirements for driving history record obtained through an initial and periodic Motor Vehicle Report.

Required Skills & Abilities

• Ability to communicate effectively and follow directions in a multi-lingual environment
• Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required
• Extensive knowledge of the hotel, services, and facilities
• A passion for the mission, vision, and values of Sherman Associates
• Schedule may vary due to the specific needs of the hotel

WORK ENVIRONMENT

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL REQUIREMENTS

• Must be able to stand at a desk for up to 8-hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
• Must have the ability to move around freely throughout the property and office, and necessity varies from day to day.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Must be able to lift over 50 lbs, occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity

ADDITIONAL SCREENING REQUIREMENTS

• Current and valid driver's license is required. Must pass a Motor Vehicle Record check (MVR) and have a safe driving record.
• Must successfully meet criminal background screening requirements for position.