Guest Services Supervisor

About us

Beach Haus Lodging, LLC is a small business in Bal Harbour, FL 33154. We are data-driven, professional and customer-centric.

Our work environment includes:

  • Safe work environment
  • On-the-job training
  • Growth opportunities

JOB OVERVIEW:

The Guest Service Supervisor is responsible for providing attentive, courteous and efficient service to all guests and team members. All telephone calls are answered promptly and with a smile. Reservations are entered promptly and accurately. Agent assists in checking in and out all guests promptly. This person communicates will all other department relevant information to ensure guests' needs are met. Agent inquires about guest's stay and resolves any issues prior to departure. Agent addresses all guest requests prior to arrival, during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

DUTIES AND FUNCTIONS:

  • Greets and welcomes all guests approaching the Front Desk, using the guest’s name.
  • Approaches all encounters with guests and staff in a friendly, service-oriented manner.
  • Remains calm and alert, especially during emergency and/or heavy activity.
  • Has knowledge of emergency procedures and assists as needed.
  • Promptly answers the telephone using positive and clear speaking voice. Listens to understand requests, responds with appropriate actions, and provides accurate information.
  • Fully comprehends and operates all relevant aspects of the Property Management System.
  • Is aware of all rates, packages, and promotions; as well as closed out and restricted dates.
  • Is aware of local events and venues, such as restaurants and local attractions.
  • Assists guests with room reservations, obtaining all necessary information when taking room reservations and follows the rate-quoting standards.
  • Assists with guests’ luggage both at arrival and departure.
  • Assists guests with any requests in a timely manner, such as TV issues, safes, unclogging toilets, turn off and back on A/C breakers inside units if maintenance is not able to do so.
  • Verifies and accurately collects credit cards for authorization following procedures.
  • Enquires guest contentment at time of check-out. Resolves any pending issues to ensure guest satisfaction upon departure and encourages guests to share their experiences.
  • Provides colleagues with clear, professional, and detailed Daily Reports.
  • Resolves guest complaints in a calm, professional manner in order to resolve issues such as price conflicts, insufficient heating or air conditioning, etc.
  • Is familiar with hospitality terminology.
  • Must be available to work flexible shifts, including AM, PM, and occasionally overnight shifts.
  • Ensures that the reception area is clean and well stocked.
  • Complies with any other reasonable requests made by management.
  • Manages the Reservations email daily and follows up with requests.
  • Manages the Call Center application and follows up with requests.
  • Verifies daily that all guests’ balances are up to date and there are no pending balances.
  • Makes sure all parking charges are processed and that no spaces are occupied by non-guests.

Specifications: Requirements are representative of minimum levels of knowledge, skills, and/or abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.

QUALIFICATIONS:

  • Strong understanding of hotel operations.
  • Ability to effectively and clearly communicate verbally and in written form in English.
  • Advanced knowledge of computers with a high-level command of Microsoft Office applications. Ability to easily input and access data in a computer.
  • Ability to work in a multi-tasked and fast-paced environment.
  • Ability to effectively deal with customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
  • Ability to analyze and resolve problems exercising good judgment.
  • Ability to think clearly, quickly, maintains concentration and makes concise decisions.
  • Ability to prioritize, organize, and follow up.
  • Ability to work well under pressure, which includes coordinating many requests at any given time.
  • Ability to perform job functions with minimal supervision.
  • Ability to work cohesively with others as part of a team.
  • Ability to be flexible as the job changes, including flexible hours, if necessary.

Education & Experience:

  • College course work in related field is helpful.
  • Experience in a hotel or a related field is required.
  • Applicants with additional language skills preferred.

Physical and mental requirements:

  • Flexible and long hours sometimes required. Ability to stand during entire shift.
  • Light work - Exerting up to 30 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Physical activities include standing, talking, hearing, seeing, sitting, lifting, carrying, pushing, pulling, stooping, kneeling, reaching, handling, fingering, bending.
  • Considerable repetitive motion of hands and wrists as relates to the use of computer keyboards.
  • Must be able to convey information and ideas clearly.
  • Must routinely meet deadlines.
  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
  • Must be able to work on a confined work area with considerable traffic, frequent interruptions and noise from telephones, voices, and office machines.

This job description is not intended to detail every aspect of the job or list every task. It is provided as a general overview of the skills and responsibilities required to do this job successfully.

Job Type: Full-time

Pay: $20.00 per hour

Benefits:

  • Paid time off

Schedule:

  • 8 hour shift

Education:

  • High school or equivalent (Preferred)

Experience:

  • Hotel experience: 1 year (Required)

Shift availability:

  • Day Shift (Preferred)
  • Night Shift (Preferred)

Work Location: One location

Posted
11/21/2021
Salary Range
$26,000.00 - 44,000.00
per Year
Salary range estimated by
Location
Bal Harbour, FL 33154, US
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