Guest Service Supervisor - Hampton Inn Holland

Guest Service Supervisor

* Full-time Position
* Competitive starting wage - negotiable based on experience
* Flexible Schedule
* Position can be used as an internship

As a Guest Service Supervisor you would be responsible for providing strong sales techniques and excellent guest service, according to Suburban Inns Core Values and brand standards, as well as going above and beyond to ensure that guests are 100% satisfied. The Guest Service Supervisor helps ensure the highest quality service is provided by Guest Service Representatives to maximize rate and occupancy, as well as assists in the sales efforts of the property.

Our Benefit Package includes:

• Employee and Friends & Family hotel and restaurant discounts
• Earned Paid Time Off for ALL Team Members
• Insurance (health, vision, dental, life) for full time Team Members
• Flexible schedules 
• Holiday Pay
• 8 hours of paid volunteer time per year 
• Floating holiday
• Advancement and professional growth opportunities
• Monetary recognition program
• Monetary referral program
• 100% paid maternity/paternity or adoption leave for those who qualify for FMLA
• Employee Assistance Program (EAP) through Pine Rest (3 free counseling visits, online library, and access to legal, financial and elder care consultations)

Essential Functions:

• Reference the Guest Service Representative job description and assume all their essential functions
• Assist in interviewing, hiring, and evaluating GSR’s
• Assist in the property training, concierge training, and brand training of newly-hired GSR’s
• Ensure all GSRs are selling the property according to the Suburban Inns standards
• Assist with prospecting new hotel business and communicating information to sales department
• Hold team members accountable to the standards of employment and job performance set by the core values of Suburban Inns and brand
• Maintain a neat and clean workspace in the front desk areas
• Rotate Manager on Duty shifts over the weekends for the hotel when needed
• Monitor inventory in the Property Management System on a daily basis and correct any out of balance issues
• Perform property walk-arounds as needed throughout the shift, and address all issues encountered. All trash, used towels, room service trays, etc. must be picked up. Keep eyes open for any and all safety and security issues. Report any problems to the appropriate department and Guest Service Manager
• Complete any required emergency training needed according to brand standards, with documentation of training being completed. Stay knowledgeable of all emergency procedures and aware of how to handle each situation, and ensure safety and security polices and procedures are followed by staff
• Follow proper Accounting procedures, including posting of guest charges, proper method of payment established at check in (before keys are given), checking high balances, cash payments and refunds, balanced cash drawers
• Provide excellent guest service and enforce the service philosophy among all team members:
  • Supply information to guests regarding hotel policies, services, and amenities
  • Respond to guest requests for assistance and information on the surrounding areas, such as directions, dining, and entertainment
  • Handle all guest concerns and be able to problem solve in a tactful, professional manner
  • Review all guest surveys and assist in responding to feedback and service recoveries.
  • Ensure brand standards are exceeded and member enrollments are promoted
• Maintain open lines of communication between all departments within the hotel
• Follow all Suburban Inns Processes
• Exhibit regular and recurrent attendance records
• Other duties as requested by management

Position Requirements:

Minimum Knowledge: Requires ability to interpret / extract information and / or perform arithmetic functions. Typing, computer skills, including internet browser usage, various computer applications and programs, record keeping, and word processing skills. Good communication skills.

Formal Education and Job-Related Experience: This position requires a minimum formal education of a high school diploma or equivalent related experience and one year Guest Service Representative experience. Brand experience preferred.

License, Registration, and/or Certification Required: First Aid / CPR Certification and TIPS training (may be completed upon hire)

Work Schedule: Work regularly requires or varies between day, evening, night, holiday, and/or weekend assignments. Schedule varies according to business demands and needs

Required Travel: Position may require travel to other Suburban Inns properties for training. All other work is completed on the property

Uniform and Appearance Guidelines:

Uniform: Business Professional attire. Name tag provided. Suburban Inns approved shoes are the responsibility of the Team Member.

Appearance: All facial piercings must be approved by management. Hair must be kept well-groomed. All tattoos that are not covered by a work uniform must be approved in writing by management. Any tattoo that is deemed offensive to co-workers, guests, vendors or others in the workplace based on racial, sexual, religious, ethnic, or other characteristics or attributes of a sensitive or legally protected nature are not permitted and must remain covered or concealed at all times. This policy will be administered by the position’s supervisor, without regard to race, religion, age, sex, national origin, disability, height, weight, genetics, familial status, veteran status, and other protected characteristics. The Vice President of Operations has the authority to veto any decision made by the position’s supervisor.

We are a dynamic organization in a rapidly changing industry. Accordingly, the responsibilities associated with this job will change from time to time in accordance with business needs. More specifically, the incumbent may be required to perform additional and / or different responsibilities from those set forth above.