Job Title: Guest Service Supervisor

Location: Spokane Valley, WA

Department: Front Desk

FLSA Status: Full Time / Non-exempt

Job Purpose:

The Guest Service Supervisor is responsible for increasing customer satisfaction by providing and overseeing efficient and courteous Front Desk service in accordance with the Company and brand standards. The Guest Service Supervisor ensures a smooth check-in/check-out process and that all payments are made. The incumbent manages all lobby activities and oversees the functionality of the hotel amenities. This role will train and supervise employees, manage schedules and shifts, and ensure safety and security for employees and guests.

Benefits Available:

• Medical (Full Time only)
• Dental (Full Time only)
• Vision (Full Time only)
• Go Hilton (Team Member Travel Discount)

Duties and Responsibilities:

• Ensuring that the Front Desk areas of responsibility are handled properly with thoroughness, accuracy, and efficiently, in a fun and friendly environment: check-ins/check-outs, phones, on-site reservations, group arrivals and departures.
• Responding to requests or complaints made by guests in a professional and polite manner to guarantee customer satisfaction.
• Implementing procedures to improve services offered with the aim of attracting new customers and have a high return of repeat guests.
• Assist in recruiting and training new team members matters of professional conduct and ensuring that there is always enough staff by organizing staffing schedules efficiently.
• Ensure that guest service representatives maintain a well-groomed, professional appearance at all times, including uniform and name tag.
• Supporting service personnel with questions posed by guests and taking over from the support staff if any issues arise.
• Personally assist guest service representatives during peak times, breaks, tardiness and absences.
• Understanding what guest expectations are and anticipating problems to prevent complaints.
• Review all incoming reservations, pre-block rooms with special requests, and coordinate special requests with team members.
• Oversee and assist with amenity, gift shop, beverage station, and pantry orders and inventory.
• Acting as a link between guests and hotel management.
• Attending meetings with management to discuss problems and strategies for improvement.
• Handling and balancing cash or payments made by credit card.
• Understanding safety and emergency procedures.
• Other duties as assigned by management.

Skills and Qualifications:

• High school diploma or GED required.
• 21 years of age or older.
• A minimum of 2 years; experience in a similar role
• Proficiency in Excel, PowerPoint, Microsoft Word, and hospitality software (preferably OnQ, PEP).
• A proven track record of being able to lead a team and multitask.
• Flexibility and a willingness to work beyond scheduled hours for AM, PM and Night Audit shifts, including on weekends and Holidays.
• An ability to identify areas needing change or improvement to offer guests an excellent hotel experience.
• Understanding of and compliance with hotel policies and regulations and communicating these clearly to the staff.
• Must be an effective communicator, self-motivated, able to work with a team and independently and leads by example.
• Maintain an open line of communication with other departments and management.
• Reporting on daily operations in a timely manner.

Physical Requirements:

• Medium work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
• Stooping: Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles
• Kneeling: Bending legs at knee to come to a rest on knee or knees.
• Crouching: Bending the body downward and forward by bending leg and spine.
• Crawling: Moving about on hands and knees or hands and feet.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Standing: Remaining upright on the feet, particularly for sustained periods of time
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another
• Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to-position. This factor is important if it occurs to a considerable degree and requires the substantial use of the upper extremities and back muscles
• Grasping: Applying pressure to an object with the fingers and palm
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.
• Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.