Guest Experience Supervisor

POSITION SUMMARY

Assist staff with expediting problem payments (e.g. problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations assigning room and issuing and activating room key. Process all payment types such as room charges cash checks debit or credit. Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Process all check-outs including resolving any late and disputed charges. Answer record and process all guest calls messages requests questions or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Run daily reports (number of arrivals departures) identify any special requests and check reports for accuracy. Cash guests personal checks and travelers checks. Review shift logs/daily memo books and document pertinent information in logbooks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

Assist management in training motivating and coaching employees; serve as a role model. Report accidents injuries and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand sit or walk for an extended period of time. Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

Safety and Security

• Follow company and department safety and security policies and procedures to ensure a clean safe and secure environment.
• Maintain awareness of undesirable persons on property premises.
• Report work related accidents or other injuries immediately upon occurrence to manager/supervisor.
• Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural disasters).

Policies and Procedures

• Ensure uniform nametags and personal appearance are clean hygienic professional and in compliance with company policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• Engage guests in conversation regarding their stay property services and area attractions/offerings.
• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP MYSTIQUE) to resolve issues delight and build trust.
• Anticipate guests service needs including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests service needs in a professional positive and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Thank guests with genuine appreciation and provide a fond farewell.
• Provide assistance to individuals with disabilities including assisting visually hearing or physically-impaired individuals within guidelines (e.g. escorting them when requested using words to explain actions writing directions on paper moving objects out of the way or offering access to Braille or TDD phones).

Communication

• Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding public areas of the property.
• Prepare and review written documents (e.g. daily logs business letters memoranda reports) including proofreading and editing written information to ensure accuracy and completeness.
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to coworkers ensuring they understand their tasks.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones voice using the callers name transferring calls to appropriate person/department requesting permission before placing the caller on hold taking and relaying messages and allowing the caller to end the call.
• Speak to guests and co-workers using clear appropriate and professional language.

Assists Management

• Assist management in screening resumes conducting interviews and selecting new hourly hires using selection tools and systems.
• Ensure that hourly employees are trained on company core values job roles responsibilities and technical and service aspects of the job.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Assist management in establishing and communicating goals performance expectations timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g. supplies equipment and inventory).
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Coach and develop employees (e.g. create expectations for continual improvement provide challenging tasks and assignments hold development discussions and construct and execute development plans).
• Encourage and motivate employees to perform their best take responsibility for tasks and assignments make decisions and provide input on possible improvements.
• Collaborate with management to formally recognize hourly employees performance contributions.
• Listen to hourly employees suggestions for improving how work is done and how guests are served gaining management support as needed to act upon suggestions.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance around guest and employee satisfaction scores.

Working with Others

• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Actively listen to and consider the concerns of other employees responding appropriately and effectively.
• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.

Quality Assurance/Quality Improvement

• Monitor the performance of others to ensure adherence to quality expectations and standards.
• Identify and recommend new ideas technologies or processes to increase organizational efficiency productivity quality safety and/or cost-savings.

Physical Tasks

• Read and visually verify information in a variety of formats (e.g. small print).
• Enter and locate work-related information using computers and/or point of sale systems.
• Grasp turn and manipulate objects of varying size and weight requiring fine motor skills and hand-eye coordination.
• Reach overhead and below the knees including bending twisting pulling and stooping.
• Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance.
• Stand sit or walk for an extended period of time or for an entire work shift.

Check-in/Check-out

• Process all guest check-ins by confirming reservations in computer system (e.g. Fidelio PMS FOSSE OPERA) verifying guest identity requesting form of payment assigning room and issuing room key in accordance with property policies and procedures.
• Activate room keys using electronic key machine (e.g. Saflok) and reissue new room keys to guests as necessary (e.g. lost key) by verifying guest identity and using electronic key machine.
• Sell a room/accommodation to guests without reservations based on availability.
• Organize and coordinate master accounts for arriving groups.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Verify and adjust billing for guests.
• Set up accurate accounts for each guest upon check-in according to their requirements (i.e. sharewiths separate room/tax/incidentals comp).
• Assign room according to guest request and preferences whenever possible.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• Research and resolve disputed charges with credit card companies.
• Conduct group check-ins/outs.
• Clear departures in computer system to document that rooms are no longer occupied.
• Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
• Review out-of-order rooms daily to determine status and estimated date for return to room inventory.
  

CRITICAL COMPETENCIES

Analytical Skills

• Problem Solving
• Decision-Making
• Arithmetic Computation
• Computer Skills
• Learning

Interpersonal Skills

• Interpersonal Skills
• Teamwork
• Diversity Relations
• Influence
• Negotiating
• Customer Service Orientation

Assists Management

• Delegating and Directing
• Coaching and Developing
• Resolving Conflict
• Team Building

Personal Attributes

• Integrity
• Innovation
• Dependability
• Initiative
• Stress Tolerance
• Adaptability/Flexibility

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 1 year of related work experience

Supervisory Experience: No supervisory experience.

License or Certification: None