Guest Service Supervisor

Location Nashville, TN
Property Fairlane Hotel
Date Posted November 14, 2017
Job Type Customer Service, Front Desk, Management

Description

Nashville, TN – The Guest Service Supervisor will assist management in the day-to-day operation of the front desk and provide leadership by training and scheduling. This position must also provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, and cancellations in accordance with established standards and/or scripts. The Guest Service Supervisor will respond to and provide information on hotel services, local attractions, travel directions, etc. Prior training experience required.

BASIC FUNCTION

  • Assist in the training and development of team members in order to increase their productivity and guest service effectiveness
  • Lead all departments on the property in Guest Services Training according to the General Manager’s expectations
  • Assist in properly screening and hiring new Front Desk agents to maintain staffing, budgetary and quality service requirements
  • Assist in scheduling for Front Desk employee needs according to budget and business needs
  • Dissolve any guest services-related discrepancies to maximize guest satisfaction and retention
  • Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards and scripts using the hotel’s reservations system
  • Process reservations from the sales, reservations centers or travel agencies/wholesalers
  • Designate and apply appropriate travel agency commissions
  • Maintain and monitor wholesale contracts, room allotments, and reservations
  • Up-sell rooms where possible according to established procedures to maximize hotel average room rate
  • Utilize yield management strategies to ensure a full house whenever possible
  • Suggest alternate dates for sold-out periods
  • Process cancellations, revisions and information updates on changes within the reservations system
  • Provide accurate information about the city and the surrounding attractions when asked by guests
  • Mail hotel-specific information sheets and brochures to guests as requested
  • Stay abreast of current rates, rate changes and all promotions
  • Assist in rooms forecasting
  • Complete daily logs according to established procedures
  • Respond appropriately to guest complaints
  • Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction
  • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
  • Promote teamwork and quality service through daily communications and coordination with other departments
  • Notify sales of any group bookings
  • May assist with other duties as assigned such running daily reports, posting deposits and banquet charges, entering group blocks, master accounts, room lists and creating group rate codes

OTHER

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, Employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meeting is required.

QUALIFICATIONS (Education, Knowledge, Training, & Work Experience)

  • Prior experience required
  • Excellent customer service skills

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