The Guest Service Supervisor is responsible for oversee the functions of the Front Office and Front Office staff while providing a personal and courteous check in and check out for the guest. Must be aware of the scheduled functions of the hotel, all emergency procedures and policies to assist the guests in all situations.

    Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

    Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

    Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

    Maintain positive guest relations at all times.

    Resolve guest complaints, ensuring guest satisfaction.

    Monitor and maintain cleanliness, sanitation and organization of assigned work areas.  Maintain complete knowledge at all times of:

    all hotel features/services, hours of operation.

          all room types, numbers, layout, decor, appointments and location. o all room rates, special packages and promotions.

O daily house count and expected arrivals/departures.  room availability status for any given day.

    scheduled in-house group activities, locations and times. O all hotel and departmental policies and procedures.

    Access all functions of the computer system.

 Answer department telephone within specified amount of rings determined by property guidelines, using correct greeting and telephone etiquette.

    Establish par levels for supplies and equipment. Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.  Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

    Manage work schedules and adjust to business needs.

    Ensure that staff report to work as scheduled. Communicate with Front Office Manager regarding any necessary documentations.

    Coordinate breaks for staff.

    Assign work duties to staff.

    Conduct pre-shift meeting with staff and review all information pertinent to the day's business.

    Inspect grooming and attire of staff; rectify any deficiencies.

    Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

    Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff and Concierge staff.

  Monitor the hotel front entrance and resolve any congested situations.

    Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

    Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.

    Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.

    Monitor guest mail and ensure that it is processed according to procedures.

    Monitor and ensure that express check-outs are processed through the system.

    Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.

    Assist staff with their job functions to ensure optimum service to guests.

    Observe guest reactions and confer frequently with staff to ensure guest satisfaction.

    Coordinate with LP to assist guests with reports of lost/stolen articles, following hotel policy.

    Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.  Contact newly registered guests within specified minutes determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.

    Ensure security of guest room access.

    Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:

O Contracted banks o Shortages/overages

Late check out charges o Petty cash/paid outs o Adjustments o Posting charges o Making change for guests o Payment methods/processing O Settling accounts o Closing reports O Cashier reports o Securing banks

   Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.  Assist staff with expediting problem payments.

   Anticipate sold-out situations and know how many rooms are overbooked. Assist with handling overbooked or      guests.

 Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages. Maintain current list of available locations for walk situations.

   Review the arrival report for accuracy and completeness. Check printed registration cards against information on arrival report; rectify any deficiencies with respective personnel.

Other Duties

   All Associates are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.

   Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings.

   Comply with hotel grooming standards for both uniformed and non-uniformed associates.

   Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude.

   Perform additional duties as requested by the Operations Manager.