Guest Services Supervisor

We are looking for an attentive engaging and service-oriented Guest Service Supervisor to join our team. The Guest Service Team Members are often the first in-person contact for our hotel guests. Your Team will support our guests realized and unrealized needs throughout the hospitality experience at The Longfellow Hotel.

The primary responsibility of a Guest Service Supervisor is to make sure our Guest Service Representatives are delivering and exceeding guest expectations executing brand service standards resolving guest challenges and maintaining excellent communication with guests peers and supervisors.

Maintain Train and work alongside the Guest Services Team for the following:

• Greet guests and perform our custom Longfellow Hotel check-in/out procedures
• Follow all cash and credit card procedures required by hotel and brand standard
• Check expected departures and clear check out
• Update housekeeping room status
• Explain any of the hotels promotional items and mention various hotel amenities (i.e. free breakfast spa fitness center voice mail etc.) to guests during lags in phone or in-person conversations
• Respond promptly to any guests inquiries or complaints and offer alternate solutions if guest demand cannot be met
• Demonstrate commitment to servicing the guest by being hospitable and accommodating
• Document any guest accidents by completing the accident report form

Qualifications

• High School diploma or GED preferred
• One year of hospitality experience required
• Customer service experience required
• Experience handling cash and credit card procedures
• Attention to detail
• The ability to provide accurate information to customers and co-workers and respond professionally to customer problems or complaints.
• The ability to read write add and subtract US currency and comprehend instructions short emails and memos.
• The ability to follow written and verbal instructions and calmly adapt to changes delays and unexpected events while working.
• The Ability and flexibility to work various shifts including evenings weekends and holidays