Guest Services Supervisor - (PM Shifts)

The Hampton Inn & Suites Oceanfront Resort is looking for a Front Office Supervisor to help lead our team. As a Front Desk Supervisor, you will oversee front desk staff to insure a smooth and efficient operation. You are a customer-service oriented individual who is dedicated to representing the hotel with enthusiasm, professionalism, and a businesslike demeanor to all hotel guests, clients, agents, and the community. The Front Desk Supervisor strives for success and will be expected to uphold the values of excellent customer service, organization, and executing their responsibilities through record keeping, telephone operations, guest interactions, and other related tasks. 

Responsibilities of the Ideal Candidate:

• Train and monitor front desk staff.
• Has full understanding of software system and assists with reservations and checking guests in and out of the hotel.
• Uphold friendly, courteous telephone service and interactions with guests and fellow employees.
• Coordinate with guests prior to arrival and through to their departure by means of reservations, wake up calls, check-in, check-out, routing needs, posting charges, and special requests.
• Preserve the security and privacy of guest rooms and administrative keys.
• Actively communicate with management and staff through scheduled reports, customer feedback, and guest needs.
• Assists with special requests, group blocking and unusual circumstances.
• Conduct hotel site inspections to maintain property safety and chaperon tours for prospective clients.
• Maximize revenues through sales strategy and outstanding customer service.
• Develop a comprehensive knowledge of rates, feature, amenities, and area attractions for the property and competitors in order to assist any client and maintain a competitive understanding.
• Maintain the confidentiality of any and all company information, including but not limited to: performance statistics, agreements with clients, prospective business, and financial information.
• Sustain the safety of the property though risk-management behavior, proper inspections, participation in Safety and Security Committee and knowledge of emergency procedures.
• Serves as a role model to demonstrate appropriate behaviors.
• Carries out supervisor responsibilities in accordance with hotel policies and standard operating procedures.
• Train and develop associates on 4 Keys service standards, technical skills, standard operation procedures, and safety standards.
• Fosters open channels of communication between all employees.
• Follow all additional duties as assigned by management.

Experience and Education:

• At least 2 years of hotel front desk experience
• Excellent people skills to supervise staff

• Flexible and long hours sometimes required
• Must be able to lift and/or carry up to 50 pounds
• Ability to hear, understand and communicate orally and in writing to communicate with staff, vendors, and guests a normal in-person and phone conversation 
• Ability to stand and walk for extended periods of time
• Ability to bend and twist, push and pull, stoop, and kneel