Guest Service Supervisor Resume Samples

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M Borer

Mallie

Borer

1025 Altenwerth Springs

Detroit

+1 (555) 621 8597

1025 Altenwerth Springs

Detroit

Phone

p +1 (555) 621 8597

Experience Experience

Phoenix, AZ

Guest Service Supervisor

Phoenix, AZ

Macejkovic Group

Phoenix, AZ

Guest Service Supervisor

Commitment to delivering a high level of customer service
Excellent grooming standards
Responsible for taking reservations, making suggestions, and suggestive selling of services and retail items
Excellent knowledge of the Dutch and English language in both writing and spoken
Facilitates proper communication and organization in the venue
Proficiency in another language than Dutch and English
Fluent in Dutch and English verbal and writing

Los Angeles, CA

Guest Service Supervisor

Los Angeles, CA

Mertz-Gusikowski

Los Angeles, CA

Guest Service Supervisor

Duty manager shifts
Support the guest services manager in managing the overall operations
Physically perform and supervise event setups and daily operational tasks
Other responsibilities and duties as assigned by the Operations Manager
Familiar with Property Management Systems
Flexibility to respond to a variety of work situations
Be fully conversant with reconciling, correcting and adjusting hotel revenue

present

Philadelphia, PA

Franchised Guest Service Supervisor

Philadelphia, PA

Terry, Casper and Gottlieb

present

Philadelphia, PA

Franchised Guest Service Supervisor

present

Ensure individual performance management and development of the respective Team Members
Work with Guest Services Manager to train and monitor front office staff
Ensures that all Special Events are executed properly, to the clients satisfaction
Developing a rapport with guests to build trust and brand loyalty
Willingness to develop team members and yourself
Monitors Guest Service Scores daily and takes action to improve guest satisfaction through training, coaching and problem resolution
Provides overall leadership and support for part-time guest services staff

Education Education

Bachelor’s Degree

Loyola University Chicago

Bachelor’s Degree

Skills Skills

Excellent organizational skills, detail-oriented with ability to handle multiple assignments
Excellent knowledge of the Dutch and English language in both writing and spoken
Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare complex mathematical calculations without error
Complete knowledge of information pertaining to available services and facilities of the Hotel and outside entertainment attractions
Calm, efficient, and organized with great attention to detail
Demonstrates the desire and ability to provide high quality service to both internal and external customers
Considerable knowledge of the Guest Services department policies and procedures
Ability to deal professionally, courteously and tactfully with the public and coworkers
Working knowledge of facility and venue operations, changeovers and setups
Ability to read, write and communicate effectively with others

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Guest Service Supervisor Resume Examples & Samples

Conduct pre-shift meeting with crew prior to start of each shift
Prioritize and delegate responsibilities to the Guest Services Team
Change marquee at the start and/or end of each shift
Maintain open lines of communication with fellow supervisors and venue management
Set and maintain venue needs as specified by venue management and event Day of Show sheets
Knowledge of local vendors and contractors for emergency repairs during shift as needed
Must be available for evening and/or overnight shifts, including weekends
Critical thinking and decision making skills
Able to work independently
Ability to manage tasks and be very hands on
Provides overall leadership and support for part-time guest services staff
Maintains positive talent relations by developing a solid understanding of the music industry, to ensure that artists and industry representatives have positive experiences in the venue
Ensures that all Special Events are executed properly, to the clients satisfaction
Creates very positive guest relations/experiences in a manner that portrays and energetic, sympathetic image of the venue
Minimum 2 years’ experience as Guest Services Supervisor or higher in a hospitality related business
Must have background in venue guest services
Live music venue or event experience a plus

Guest Service Supervisor Resume Examples & Samples

Lead part-time staff in day of event Guest Services and Security duties
Physically perform and supervise event setups and daily operational tasks
Coordinate and communicate all relevant information for event setups and changeovers
Participate in day-to-day operations of the complex
Assist Operations management staff as needed
Other responsibilities and duties as assigned by the Operations Manager
Working knowledge of facility and venue operations, changeovers and setups
Must be able to work nights, weekends and holidays as event schedule requires
Ability to meet deadlines and functions under stress
Excellent organizational skills, detail-oriented with ability to handle multiple assignments
Ability to use computer and learn various software programs
2 years working experience in venue operations, bar/ restaurant, conventions, concerts, trade shows, or sporting events preferred

Guest Service Supervisor Resume Examples & Samples

To attend all staff meetings
Attend all safety meetings
Provide constructive feedback to staff to promote a positive working environment
Attend in the absence of the Assistant Spa Manager all department head meetings and provide reports on budgets, business development, training, manning, promotional activity and inter-departmental issues
Assure that yield management and operational techniques are applied to scheduling and booking appointments
Maintain a daily / monthly tasks list and activity log
Ensure the departmental sales budgets and forecasts are communicated to relevant personnel in the team and that business is in line with expected fiscal performance
Present and review performance numbers to Assistant Spa Manager and Director of Spa & Recreation on a daily/weekly basis
Review analysis of data pertaining to financial business performance on a weekly basis with Spa Manager
With the support of the Assistant Spa Manager ensure the operation is working within established payroll budgets and revenue forecasts
Establish and maintain retail targets as a percentage of revenues in conjuction with the Assistant Spa Manager to ensure maximum returns
Assist the Assistant Spa Manager with incentives and commissions each month in preparation for payroll
Conduct training and maintain training records for all of the staff in accordance to the Annual Department Training Plan
Ensure that the standards of all services and operations performed are as set in the So Spa standard operating procedures manual
Ensure continuous education is undertaken, recorded and monitored for all employees under you supervision
Maintain line-employee development programs that encourage internal promotions and professional development
Attend training sessions when required to regularly deliver updated operations knowledge to the team
In conjunction with the Assistant Spa Manager implement effective follow up measures to ensure efficiency and optimal staff performance
Attend departmental meetings; in absence of the Spa Manager conduct these meetings
Provide regularly scheduled performance appraisals for employees under your supervision
Update all front of house staff with additions to changes to safety protocols and procedures
Proactively schedule, supervise and conduct employee new-hire and on-going training programs for positions under your supervision
Attend all product and treatment education classes
Provide staff mentoring when required
Maintain positive guest relations at all times, including in-house, external, residents and telephone enquiries
Accommodate VIP guest preferences and special requests
Practice professionalism in every situation with management, guests and employees, treating each person with respect and integrity

Guest Service Supervisor Resume Examples & Samples

Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data
Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction
Assist management to recruit, hire, train and successfully support and manage the talent of all new and existing team members
Previous hospitality experience in a Four Diamond quality organization preferred
Previous experience with Windows, Office, and property management systems highly desirable

Guest Service Supervisor Resume Examples & Samples

We do not sell no and treat every request in a positive and efficient manner
Supervise accurate and efficient Reception operations including check in/out procedures
Maintain a good relationship and communication style with colleagues
Ensure a consistent, high level of customer service
Brief your team on any events or VIP guests in the hotel that day
Understand and apply correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
Apply
Demonstrate positive leadership characteristics to inspire Team Members to meet and exceed standards
Carry out shift handovers and brief team members as required
Follow Hilton’s brand standards
Previous experience in 4-5 star hotel environment and in the Front Office
Flexibility and adaptability to work every shift (morning, evening, night)
Previous supervisory experience in same role
Positive attitude and strong communication skills
Fluent in Dutch and English verbal and writing

Guest Service Supervisor Resume Examples & Samples

Assist with the overseeing of the entire Front of House operation to maintain high standards
Assist the Guest Service Assistant with contacting guests through True Waldorf Service pre-arrival email process and pre-arrival phone calls
Ensure regular and important Guests are recognised and that the Reception department operates with a sales attitude and promotes the hotel brand’s loyalty scheme
Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
Set Front of House departmental targets and objectives, work schedules, policies, and procedures
Monitor the appearance, standards, and performance of the Front of House Team Members with an emphasis on training and teamwork
Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand polices and practices
Monitor staffing levels to meet/ cover business demands
Manage staff performance issues in compliance with company policies and procedures
Assist in the recruiting, managing, training and developing the Front of House Team
Act in accordance with policies and procedures when working with Front of House equipment and property management systems
Performs day and night shift according to schedule
Assist with other departments, as necessary
At least 2 years previous supervisory experience in Front of House department within the luxury hotel/leisure sector
Flexibility to respond to a variety of work situations
Excellent knowledge of the Dutch and English language in both writing and spoken
Candidate must be in the possession of a valid residence and working permit for the Netherlands
Proficiency in another language than Dutch and English
Drivers license

Guest Service Supervisor Resume Examples & Samples

Behaves and acts in an exemplary fashion, embodying the brand mindset
Helps the Front Office Manager and his/her Assistant (depending on the hotel) organise and manage the team, perform administrative tasks and coordinate with the other departments
Helps employees improve their skills and provides support for career development
Supervises the work of the receptionists under his/her responsibility, ensuring synergy and complementarity with Customer Relations Managers
Through his/her actions and presence at the reception, transmits the Front Office Manager's (or Assistant's, depending on the hotel) instructions and priorities
Ensures that guests have a smooth running stay
Organises the welcome and care provided by the team under his/her responsibility
Welcomer, Quality & Attitude Manager, Event Manager - some of the new Pullman professions

Franchised Guest Service Supervisor Resume Examples & Samples

Take very opportunity to amaze the guests
Greet and welcome guests upon arrival. Promote Marriott Rewards program and provide recognition and benefits to all present members
Accept payment for guests accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests
Supervise the Guest Service desk agents, ensuring the correct sequence of events for proper registration and checkout of guests. Assign specific tasks to front desk agents relative to credit, missing addresses, registration bucket maintenance, registration cards, posting charges, and overall cleanliness and organization of the front desk
Provide ongoing training and support to Guest Service agents
Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested
Maintain all front desk related equipment and a par stock of supplies
Follow all applicable Marriott International Standard Operating Procedure
Must be able to read and write to facilitate the communication process
Must possess basic computer skills
Extensive knowledge of the hotel, its services and facilities
Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, NLRA

Guest Service Supervisor Resume Examples & Samples

Greet and escort arriving and departing guests to and from their accommodations
Retrieve and transport guest luggage
Inspect guest rooms and acquaint guests with these rooms and their features
Respond to guest inquiries and requests in a timely, friendly and efficient manner
Organize and store luggage, as needed, according to guidelines
Supervise, monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward
Recruit, interview and train team members
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
Assist in the maintenance, appearance and functionality of equipment

Guest Service Supervisor Resume Examples & Samples

Is a great team player responsible for the operations of the central communications center in the hotel
Is willing to go the “Extra Mile” in order to exceed guests’ expectation
Has supervisory skills to guide and coach junior colleagues

Guest Service Supervisor Resume Examples & Samples

Achieve positive outcomes from Guest queries in a timely and efficient manner
Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
Demonstrate a high level of customer service at all times
Assist with the department's training and development efforts for Team Members
Train and guide the Guest Service Executives
Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
Assist other departments, as necessary
Ability to multi-task while maintaining a positive attitude
Professional manner with an emphasis on hospitality and guest service
Front Office experience in the hotel sector

Guest Service Supervisor Resume Examples & Samples

Deliver exemplary customer service to maintain guest satisfaction and loyalty, including greeting and assisting guests and responding to inquiries and complaints
Assist Guest Services Manager to recruit, interview, select, train, supervise, counsel and discipline department staff for the efficient operation of the department
Direct and supervise Guest Services Representatives/Ambassadors and other employees performing similar services as directed
High School Diploma or equivalent preferred
Previous customer service experience. 1-2 years preferred
Strong strategic thinking and creative problem solving skills
A strong-sense of teamwork and ability to execute programs
Position requires constant walking, climbing stairs, lifting and carrying 50 lbs+

Guest Service Supervisor Resume Examples & Samples

Guest Service: Accountable for guest satisfaction by leading the front desk team. Anticipates and responds to guests in a friendly and positive manner. Responsible for providing the highest level of service. Process check-ins and check-outs, verify billing, create reservations, and process special requests. Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services. Works as a team player in meeting guests needs, and actively contributes to the efforts of other departments when necessary. Understands and follows B. F. Saul Company Hospitality Group guest service recovery program
Financial Results and Cost Control: Follows proper selling techniques and ensures strategies are utilized to maximize room revenues. Monitors room availability, follows restrictions, and all booking policies and procedures. Drives sales and maximizes revenue by up-selling rooms and amenities. B. F. Saul Company Hospitality Group procedures when handling cash and processing financial transactions. Responsible for proper use of all equipment and adheres to cost controls to reduce expenses and waste
Self/Workload Management: Produces required volume of work by planning, organizing and prioritizing work duties. Adheres to B. F. Saul Company Hospitality Group general work rules and department procedures. Attends all required department and hotel meetings
Safety/Risk Management: Maintains a clean and safe work area in compliance with B. F. Saul Company Hospitality Group, brand, local, state and federal regulations. Follows all B. F. Saul Company Hospitality Group procedures for guest/team member incidents. Knowledgeable of hotel emergency procedures
Associate Management and Development: Responsible for directing staff performance; take appropriate corrective action as needed to hold team members accountable. Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing team members. Assist with coaching, and development of all team members. Assist with required training for department team members and ensuring training records are maintained. Analyzes quality issues, identifies training needs and ensures implementation to improve results. Utilizes available resources and adheres to B. F. Saul Company Hospitality Group training policies. Promotes collaboration and positive, professional work environment

Guest Service Supervisor Resume Examples & Samples

Ensure individual performance management and development of the respective Team Members
Supervise and Handle FO operations (check-in/check-out, reservations, calls, cash or CC transactions
Supervise and Handle F&B Operations (preparing and serving food and beverages)
Set up conference facilities
Conduct hotel security checks
Oversee the night audit procedure
Be fully aware of the correct procedures regarding the acceptance of closing cash shifts and dockets
Be fully conversant with all procedures for taking the hotel main computers down for the night run
Be fully conversant with reconciling, correcting and adjusting hotel revenue
Ensure a full handover between shifts (incl. Guest Service Agent and MOD)
Conduct a monthly food & beverage stock take
Monitor and comply with HACCP standards
Support the guest services manager in managing the overall operations
Duty manager shifts

Guest Service Supervisor Resume Examples & Samples

Developing a rapport with guests to build trust and brand loyalty
Be knowledgeable of all So Spa services and pricing
Responsible for taking reservations, making suggestions, and suggestive selling of services and retail items
Maintain proper etiquette and professionalism at all times

Guest Service Supervisor Resume Examples & Samples

Responsible for the day to day operation of the Front Desk, including porters and Executive Lounge
Be able to perform all the tasks of a receptionist, a porter and the duties in the Executive Lounge
Be aware of all policies and procedures regarding Front Office and the involved systems
Attend management meetings in absence of the Front Desk Manager
Be familiar with the daily activities in the hotel
Be knowledgeable about the hotel, its facilities and its surroundings
Be hospitable and have a 5* star proactive serviceable attitude at all times
Prepare and guide the daily shift handover in order to obtain all the relevant information from the previous shift, including the volume of business, special guests, tasks to be clarified and completed and special events
Monitor results from QA & SALT and implement procedures to enhance results
Welcome and check in and check out Guests according to the Hilton Brand Service Standards and check team members on doing so
Know the emergency equipment, emergency phones, emergency alarms and procedures in the hotel and know what to do in case of emergency
Be familiar with the departmental and hotel targets regarding guest satisfaction (SALT), Hhonors loyalty program and Rooms Revenue and use these as a focus for your work on a daily basis. Actively participate in the department up-sell incentive programme in order to reach the departmental up-sell targets
Work as Journey Ambassador and take Duty shifts
Responsible for cash inventory allocated during shift and control of cash inventory of those team members on your shift
Control of reservations and room type availability during shift and upcoming period
Decide on reductions and price discounts after consultation with FDM or reservations
Scheduling of staff according to volume and nature of business making sure payroll targets, forecast and budget are met without compromising guest service
Preparation and processing of group arrivals and departures
Supports the Front Desk Manager in carrying out all administrative tasks and takes over tasks as discussed/agreed
Independently work with different Front Desk systems
Work closely together with Team Members from all different departments to ensure guest expectations are met
Coaches and mentors (new) Team Members and carries out 1 to 1 and PDR conversations
Relevant education and/or experience
Pay attention to details
Ability to work on your own and in teams
Willingness to develop team members and yourself
Fluent in Dutch and English

Guest Service Supervisor Resume Examples & Samples

Assign and instruct Front Office Switch Board Operators in details of work
Management of all spa and restaurant reservations
Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel. Assist Guest Service Agents, and Front Office Switch Board Operators and other departments with any questions or requests
Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton Standards
Perform other duties assigned by the Front Office Manager or Assistant Front Office Manager
Respond promptly to guest requests
Ensure that a detailed hand over is carried out between shifts including the volume of business, special guests, tasks to be clarified/completed and any special events that are taking place
Ensure a high level of product knowledge of the hotel and the local area, and know what is happening in the hotel
Ensure all customers’ queries or requests are handled in a polite, efficient manner and a high level of customer service is consistently maintained
Receives payment by cash, credit cards, cheques, etc. and is able to post these in the computer correctly
Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare complex mathematical calculations without error
Ability to see and hear in order to observe and detect signs of emergency situations

Guest Service Supervisor Resume Examples & Samples

Having a positive attitude towards work, be self-disciplined and self-motivated, set a good working example for all subordinates
Responsible for the daily organization of the section
Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section
Contribute to overall operational efficiency by performing relevant duties as assigned
Use your supervision skills effectively to encourage and motivate staff
Reports directly to the Senior Assistant Front Office Manager
Assist in maintaining a close working relationship with all Departments of the Hotel

Guest Service Supervisor Resume Examples & Samples

Select, train, supervise, schedule, develop, discipline, and counsel Guest Services associates
Confer and cooperate with other department managers to ensure coordination of Hotel activities
Ensure that the Hotel and department procedures and policies are adhered to
Provide a safe work environment for department personnel and observes activities to prevent future accidents
Will act as manager on duty for the Hotel: cash handling, on-site inspections, outlet coverage
Show them you CAN, show them you CARE; following all essential principles in the Little Red Book
Have passion for service; like taking care of others; and provide that friendly above and beyond service to Your customers
Here are some of the legal items we talked about in the introduction. Review, comply with, and promote the company's Affirmative Action Plans for minorities, women, veterans and persons with disabilities
The listed items may not be the only duties performed in this position - there will be other duties as assigned
Considerable knowledge of the Guest Services department policies and procedures
Complete knowledge of information pertaining to available services and facilities of the Hotel and outside entertainment attractions
Thorough knowledge of computer systems: i.e. MS Excel, Word, PowerPoint, and electronic scheduling and e-mail systems. Copy, fax and scanning
Ability to multi-task, follow through and re-prioritize well to meet deadlines
Ability to communicate and develop an effective working relationship with fellow associates, managers, outside representatives, agencies, and Red Lion guests
Ability to deal professionally, courteously and tactfully with the public and coworkers
Ability to read, write and communicate effectively with others

Guest Service Supervisor Resume Examples & Samples

Monitors Guest Service Scores daily and takes action to improve guest satisfaction through training, coaching and problem resolution
Handles checks and credit cards received from the guests for payment of hotel charges
Assists the Guest Service Manager by handling special requests, group blocking and unusual circumstances
Solicits customer feedback to improve service
Takes responsibility for own actions
Must have flexibility to work nights and weekends
Must be able to read and write fluent English
Push / pull up to 10 pounds