Guest Services Supervisor Resume Samples

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E Baumbach

Everette

Baumbach

11402 Bradtke Burg

New York

+1 (555) 600 1799

11402 Bradtke Burg

New York

Phone

p +1 (555) 600 1799

Experience Experience

Detroit, MI

Guest Services Supervisor

Detroit, MI

Spinka and Sons

Detroit, MI

Guest Services Supervisor

Works closely with Manager, Homeplace, to develop annual budgets and capital plans
Provide exceptional leadership and work to develop the leadership potential of Guest Services Team Leads, Leads, and Staff members
Assist the Assistant Manager in adhering to labor, expense, and revenue budgets
Provide support and assistance to other operational departments in order to elevate service levels across the resort
Direct and supervise guest service staff and other employees performing guest service as directed by the Guest Services Manager
Participate with other members of management in developing plans to deliver special services to selected targeted markets
Assists Guest Services Manager with day to day operations of the Bell/Valet and Guest Services

New York, NY

Open Guest Services Supervisor

New York, NY

Hilll-Abshire

New York, NY

Open Guest Services Supervisor

Provide on-the-job training, coaching, and development to assigned Guest Services staff
Responsible for assisting and participating in area emergency, evacuation plan, and evacuation drills
Manage and resolve conflicts by following the USTA policies and procedures
Walk posts with Area Director to ensure accuracy of coverage
Report unethical conduct of Guest Services employees immediately (example: solicitations of tips/bribes, allowing unauthorized access onto grounds without a ticket, unauthorized upgrade of seats and misuse of pass down passes)
Greet and guide all guests in a welcoming and friendly manner
Attend and participate in daily briefing with the Area Director

present

Philadelphia, PA

Guest Services Supervisor Seasonal

Philadelphia, PA

Dickinson and Sons

present

Philadelphia, PA

Guest Services Supervisor Seasonal

present

Provides sincere and courteous service to all guests with items such as bag handling and club cleaning
Assists in the setup and execution of golf tournaments and outings
Prepare golf carts and practice facility following the standards of Troon Golf
Supervising 12+ guest service attendants
Golf career focused
Schedule flexibility: Early mornings, evenings, weekends & holidays
Upbeat personality

Education Education

Bachelor’s Degree in Hospitality

Chapman University

Bachelor’s Degree in Hospitality

Skills Skills

Basic Working knowledge of Opera PMS Systems
Ability to demonstrate strong decision making skills
Demonstrates the desire and ability to provide high quality service to both internal and external customers
Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare complex mathematical calculations without error
Highly responsible & reliable
Ability to maintain good business relations with all employees, guests, clients and service providers
Basic Working knowledge of property management systems
Basic Leadership skills with ability to coach, mentor and train staff
Ability to communicate professionally with coworkers, customers and vendors
Understand and be proficient in Word, Excel, the Internet and Outlook

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Guest Services Supervisor Resume Examples & Samples

60% - Staff Supervision
Deploy team members for events. Assign appropriate shifts, breaks and necessary equipment
Train team members in basic guest service skills. Actively monitor team member interactions with STAPLES Center and/or Nokia Theatre guests at all events to ensure a high level of guest satisfaction and guest service is met
Provide leadership and guidance to team members. Serve as mentor/coach to all Guest Services employees
Provide timely, appropriate feedback to team members on performance, both positive and corrective. Effectively communicate escalated employee issues to Guest Services Managers
Administer appropriate performance reviews, counseling and disciplinary documentations as needed to ensure compliance of STAPLES Center/Nokia Theatre company/department policies in accordance with the SEIU Local 1877 Union contract
Submit frequent summary reports including team member performance, guest issues, and building repairs
40% - Guest Services
Resolve ticketing issues
Accommodate guests with disabilities
Assist guests with directional and informational inquiries
Serve as escalation point for guest complaints/issues
Candidate must be available to work at least five (5) events per week, including nights, weekends and holidays
Previous experience in providing excellent customer service required
At least 1-2 years experience supervising and leading subordinates
Strong interpersonal and communication (written and verbal) skills required
Basic computer skills, including Microsoft Office applications (Outlook, Word, and Excel)
Previous experience working in a similar facility environment preferred
Ability to establish and maintain working relationships with building personnel, guests, visitors, and vendors
Must have a strong teamwork etiquette
Must be able to adapt to changes in nightly assignment
Must maintain a high standard of grooming
Tasks are performed with moderate supervision
Ability to lift and carry up to 20 pounds
Must be able to walk/stand and climb stairs for more than 4 hours

Guest Services Supervisor Resume Examples & Samples

Daily management of the ticket scanners and on mountain Guest Service crew and leads
Coordinating and implementing staff hiring, training, scheduling, motivating and coaching for 50 employees
Assist with payroll, work within a budget and promote on the job safety to employees
Communicate accurate information to staff as it relates to resort events, snow conditions, trail closures and other mountain operations
Oversee daily grooming report operations with high attention to detail and timeliness
Accountability for staff accuracy as it relates to daily scanning operations, reports and audits
At least 4 seasons of previous experience working in a guest facing position - required
High School Diploma or equivalent - required, Bachelors Degree - preferred
Must have previous experience working for Beaver Creek Guest Services - required
At least 2 years prior experience in a supervisory guest service role - required
Must be an intermediate skier and/or snowboarder, level 6 or above - required
Must be able to work outdoors in all mountain winter weather conditions - required
Must be able to stand for up to 8 hours during a shift without sitting - required
Must be able to lift and carry 50lbs - required
Must be able to speak, read, write, and understand English - required
Must hold a valid driver license and be able to drive company vehicle - required
Ability to handle frequent guest interactions, maintaining high service standards at all times - Required
Must be able to work weekends and holidays as required
Desire to own decisions and take responsibility for outcomes
Passion and alignment with our mission, visions, values and operating principals
Advanced or better Skiing/Snowboarding skills - preferred
Familiarity with Beaver Creek Mountain and surrounding area - highly preferred

Guest Services, Supervisor Resume Examples & Samples

Meeting or exceeding sales and new account goals
Basic computer skills (to include MS Office and the Internet)
Floor coverage flexibility with schedules including some nights and weekends

Guest Services Supervisor Resume Examples & Samples

Minimum education level of: High School Diploma (Associates or Bachelor’s Degree preferred)
At least 2 years’ experience supervising a team. (Guest Service experience preferred)
Minimum of 2 years’ experience in a sports, entertainment and/or convention facility preferred
Minimum of 1 year experience staffing/planning in a sports, entertainment or convention setting
Ability to work a flexible schedule which includes evenings, weekends and holidays
Ability to accept responsibility for the performance & conduct of their direct reports
Ability to represent AEG, LACC and the Guest Services Department in an exemplary manner
Ability to exhibit leadership qualities, motivate staff & lead by example
Ability to maintain good business relations with all employees, guests, clients and service providers
Ability to effectively manage crisis and work under pressure without loss of composure
Ability to interact effectively and calmly with angry or emotional guests, clients and employees
A good understanding of the guest services roles in a facility environment
Ability to create, implement, and present training materials to all LACC employees
Ability to stand for long periods of time while providing assistance to guests

Guest Services Supervisor Resume Examples & Samples

Help Guest Services Manager oversee the daily operations of the department
Monitor the daily snow report distribution and weekly marketing reports
Help monitor labor per budget and staffing levels per business volume based operating plan
Correct information dissemination (road conditions, mountain updates, lift closures, ticket/season pass deals and various resort wide operations.)
Helping oversee Lost & Found for Kirkwood Mountain Resort
Staff Guest Service desk front desk and take ownership of office atmosphere and professional appearance at all times
Respond to guest concerns, while ensuring complete Guest Satisfaction
Responsible for checking and responding to messages, both email and telephone
Record keeping, data entry, and some basic computer activities
Lead and motivate team members in a safe, fun, and engaging environment
An outstanding personality that is approachable, friendly, and out going
Ability to multitask, stay calm in stressful situations, and work independently with minimal supervision
Ability to communicate professionally with coworkers, customers and vendors
Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources

Guest Services Supervisor Resume Examples & Samples

Train team members in basic guest service skills. Actively monitor team member interactions with STAPLES Center and/or Microsoft Theater guests at all events to ensure a high level of guest satisfaction and guest service is met
Administer appropriate performance reviews, counseling and disciplinary documentations as needed to ensure compliance of STAPLES Center/Microsoft Theater company/department policies in accordance with the SEIU Local 1877 Union contract
Submit incident reports and frequent summary reports including team member performance, guest issues, and building repairs
Proficient computer skills, including Microsoft Office applications (Outlook, Word, and Excel)

Guest Services Supervisor Resume Examples & Samples

Create the Troon Experience in an engaging team environment with all members and guests
Daily Guest Services Supervisor Responsibilities
Bag Drop- greet and welcome members and guests when they arrive and provide a memorable first/final impression
Starter- act as Starter for both courses delivering "Whirlwind Values Your Time" message
Golf Cart Fleet- ensure cleanliness, maintenance and flawless condition of Club Car fleet
Driving Range- fully stacked pyramids and cleanliness of practice facility at all times
Tournaments- works with the Tournament Coordinator to organize all groups/outings that are taking place on a specific day
Rental Clubs- maintain inventory and cleanliness on daily basis
This is a year round position and we are seeking a highly motivated individual with similar experience as a Guest Service Supervisor

Guest Services Supervisor Seasonal Resume Examples & Samples

Provides sincere and courteous service to all guests with items such as bag handling and club cleaning
Prepare golf carts and practice facility following the standards of Troon Golf
Assists in the setup and execution of golf tournaments and outings
Supervising 12+ guest service attendants
Prior guest service attendant experience
Resort golf experience
Upbeat personality
Schedule flexibility: Early mornings, evenings, weekends & holidays
Golf career focused

Guest Services Supervisor Resume Examples & Samples

Direct and supervise guest service staff and other employees performing guest service as directed by the Guest Services Manager
Provide exceptional customer service by greeting and assisting customers and responding to customer inquiries and complaints
On an ongoing basis lead and train staff to include assisting and staffing positions to ensure that all staff members are well informed on event specific details
Assist with managing breaks
Assist the Guest Service Manager to ensure compliance with all customer service and venue policies and procedures to include all safety regulations
Oversee productivity and work assignments of the customer service staff and communicate with Guest Service Manager (or designated Manager) any challenges and status of all assignments prior to the conclusion of the shift
Train and evaluate customer service staff in venue
Assign and schedule team members to specific duties
Enforce safety, health, and security duties
Conflict resolution skills
Self- motivated, hardworking, team-player attitude
Work extended and/or irregular hours including nights, weekends, and holidays, as needed

Guest Services Supervisor Resume Examples & Samples

Ensures the overall upkeep of the clubhouse, cart storage area and parking lot. Shares responsibility of cleaning golf shops, restrooms, and patio area
Inventories and controls all guest supplies
Assist in monitoring and policing all player service activity and etiquette. Assists in educating players regarding course policy, current cart policy, and speed of play
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
Frequently stands, walks, uses hands, talks or hear. Occasionally sits, climbs, balances, stoops, kneels, crawls or crouches. Regularly lifts up to 25 pounds and occasionally lifts up to 50 pounds
Regularly works in wet or humid condition (non-weather). Occasionally works in areas with moving mechanical parts; may come into contact with fumes or airborne particles, toxic or caustic chemicals. Frequently works in outdoor weather conditions
Ability to read and speak English may be required in order to perform the duties of the job (e.g. the associates may be required to communicate with English speaking customers or co-workers, the manuals for the equipment the associates may use are in English)

Guest Services Supervisor Resume Examples & Samples

Ability to accurately follow instructions, both verbally and written
Working knowledge of various computer software programs
Working knowledge of Company reporting and associate timekeeping systems
Comprehension and literacy for analyzing reports

Guest Services Supervisor Resume Examples & Samples

Review Front Office log and Trace File daily
Fully comprehend and operate all relevant aspects of the Front Desk computer system
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner
Be familiar with all in-house groups
Be aware of all closed out and restricted dates
Follow and enforce all Wyndham International hotel credit policies
Maintain proper operation of the P.B.X. console and ensure that all standards are met, if applicable
Assist the G.S.M. in ensuring that employees are following and maintaining standards (i.e., answering phones, callbacks to guests, guest request log)
Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner
Be able to perform all duties of Guest Services Agent
Ensure the maximization of room revenue through Rooms Merchandising
Answer all guest inquiries in a timely and professional nature
Assist in training and cross training of new hires and current employees on a regular basis
At least 2 to 3 years of progressive experience in a hotel
Working knowledge of hotel computer system, i.e. Opera

Guest Services Supervisor Resume Examples & Samples

Two years of customer service experience
One year of Supervisory experience
Six months experience in the hospitality field
Basic office skills helpful, including basic math to figure costs and make change, proper cash handling procedures and telephone skills
Must maintain a professional appearance and a cordial attitude towards all guests and staff members
Able to handle the stress of high customer demand in a hospitality environment
Must be able to easily and frequently change from one activity to another while operating a switchboard or computer keyboard
Must use good judgment in effectively providing services personally or to know when to immediately refer requests to the appropriate department manager for action
Must be able to supervise staff in a front desk operation in a manner that effectively supports and promotes teamwork while helping each individual achieve personal growth and opportunity

Guest Services Supervisor Resume Examples & Samples

Health Benefits (Health & Dental Insurance)
Newborn & Adopted Child Leave
Employee Referral Program

Guest Services Supervisor Resume Examples & Samples

To have a full working knowledge and capability to supervise, correct and demonstrate all duties and tasks in the assigned Place of Work
To prepare VVIP/ VIP gift amenities requisition daily as outlined in the arrival list and as per policy for regular guests and anyone else designated by the hotel management
Show the guests the action being taken regarding their requests and complains
During a fire, or emergencies related to death, robbery, bomb threat, etc. apply the Hotel’s emergency procedure as laid down by the management
Deal effectively with guests and workplace colleagues from a variety of cultures
To perform any other duties as required by the Management

Guest Services Supervisor Resume Examples & Samples

Have a thorough knowledge of all dates, times, prices and descriptions of all events and activities offered through Tenaya Lodge as well as with outside vendors including holiday and seasonal special events
Have a thorough knowledge of all vendor information such as services offered, contact information, home location and individual policies
Have a clear understanding of all operations and procedures that take place at the concierge desk including but not limited to
Booking (reserving) events and activities at Tenaya Lodge as well as with outside vendors
Creating guest itineraries and sending guest confirmations
Posting activity charges and issuing tickets for all events and activities for Tenaya as well as for outside vendors
Shift closing procedures
Maintain and upkeep accurate guest reservation information in all vendor reservation books and Resort Scheduling classes
Have a thorough knowledge of all annual and seasonal rooming package options offered at Tenaya Lodge, as well as knowledge of all package components and amenities that are included with each package
Have a clear understanding of amenity and lunch ordering procedures for package holders as well as a la carte orders
Maintain proper par levels of all collateral materials used in the concierge office
Maps
Brochures
Park information
Have excellent memorization skills in order to have all pertinent information readily available at the time of inquiry
Be able to read road maps and give proper directions
Have a clear understanding of how to read Group Resumes and Banquet Event Orders (BEO)
Review all group activities in concert with Guest Services Manager and staff as well as with Conference Service Manager to ensure all activities have been properly and completely booked with vendors and confirmed by group contacts
Post all group activity charges to the group Master account on the day of activity
Have a clear understanding of the cleanliness and proper working order of the locker rooms, pool areas, and game rooms
Maintain proper par levels of all amenity supplies used in locker rooms and pool areas
Shampoo, Conditioner & Body Wash with bottles and pumps
Mouthwash & Cups
Water Jugs & Cups
Shower Curtains & Floor Mats
Have a clear understanding of all in house guided hikes and activities and be able to guide guests whenever needed
Have a clear understanding of Kid’s Camp activities and be able to coordinate events with staff
Have a clear understanding of Tenaya Lodge/DNC cash handling procedures
Have a clear understanding of proper documentation procedures and all paperwork involved
Take ownership of guest problems and act upon them in a timely manner
Use creativity and quick thinking to accommodate unusual and rare guest requests
Attend all department meetings and other hotel meetings when necessary

Guest Services Supervisor Resume Examples & Samples

Ensuring the smooth daily operation, while maintaining high levels of guest service
Handling of guest comments and complaints ensuring guests needs are met
Establishing and maintaining a good working relationship between the hotel and affiliated agencies and their representatives
Participating in communication meetings within the department, the hotel, and the company
Adhering to the code of business conduct
Being responsible for a personal cash float
Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction
Maintaining a safe and hazard free working environment
Adhering to the FH&R Environmental Plan
Working shifts as business levels dictate
Performing general computer maintenance
Training on the latest software and equipment
Oversee training and performance management of 4-8 colleagues
Responsible for seeking feedback from all departments in the hotel
Duty Manager shifts and responsibilities as assigned
Shift work, which requires 24- Hour Guest Service Supervisor coverage
Practising room yield management, to ensure maximum profitability of overall operations
Monitoring inventory, room types, and categories
Ensure that the operational budget is adhered to and all costs are controlled
Ensuring the safety and well being of our guests and co-workers by having a working knowledge of crisis and emergency procedures
Maintain a safe and hazard free work environment
Compliance with all safety regulations of assigned tasks, and ensure a clean and safe working environment with active participation in the hotel health and safety program
Adhere to all environmental policies and programs as required
Previous leadership experience in guest services preferred
Previous Property Management System experience required
Computer literate in Microsoft Window applications preferred

Guest Services Supervisor Resume Examples & Samples

Be an expert in all services/features and local attractions/activities to anticipate and respond to guest inquiries promptly and accurately
Instills a calm, organized approach when interacting in stressful situations
2-3 Years of Bell/Valet Experience
Must be available to work, varied shifts and flexible schedules to include evenings, weekends and holidays

Guest Services Supervisor Resume Examples & Samples

Adhere to the mission vision and values of Vail Resorts and provide an Experience of a Lifetime for our staff and guests
Hire, train, schedule, and manage the performance and safety of department staff to meet or exceed goals of department
Prepare and update Guest Services Manual as needed
Perform daily safety and service meetings. Manage a safe working environment and help to provide a safe guest experience
Assist the Assistant Manager in adhering to labor, expense, and revenue budgets
Oversee smooth operation and management of guest service programs including: information desks, lost and found, mountain tours, rental lockers, mountain services staff, ski valet, guest arrival experience, trail grooming information, on mountain communication of lift and trail closures
Provide exceptional leadership and work to develop the leadership potential of Guest Services Team Leads, Leads, and Staff members
Process and handle guest comments, complaints or requests in a timely and appropriate manner
Assist in the training and execution of resort wide Epic Service Solutions program
Participate in, and help other departments respond appropriately to, guest comments and service opportunities identified in GX surveys
Help to develop programs and implement operations to enhance guest experience at the resort
Provide support and assistance to other operational departments in order to elevate service levels across the resort
Bachelor's Degree in a related field - preferred
At least 2 years of supervisory experience - preferred
At least 3 years of experience in guest service or related field - preferred
Ski industry experience preferred
Knowledge of resort and local area - preferred
Familiarity with MS Office applications and Excel; competency using e-mail and internet
Fluent in English Language
Ability to work in all weather conditions for extended periods of time
Expert skiing or snowboarding ability
Exceptional communication, leadership, and organizational skills
Ability to converse clearly, comfortably and calmly with a variety of guests

Guest Services Supervisor Resume Examples & Samples

Surpassing guest expectations
Supporting the front office staff in any capacity needed
Overseeing the guest service representatives while maintaining high customer service levels
Performing any other job related duties as assigned

Guest Services Supervisor Resume Examples & Samples

At least 1 year of related experience required
Must be proficient in Windows, Company approved spreadsheets and word processing
Must have a valid driver’s license from the applicable state

Guest Services Supervisor Resume Examples & Samples

Maintain pleasant, friendly and professional demeanor with guests and staff at all times
Deploy staff for events. Assign appropriate breaks & elevator shifts
Train staff in basic guest service skills. Actively monitor staff interactions with Barclays Center guests at all events to ensure high level of guest satisfaction and guest service
Provide leadership and guidance to staff. Serve as mentor/coach to all Guest Services employees
Administer appropriate performance reviews, counseling and disciplinary documentations as needed to ensure compliance of Barclays Center company/department policies in accordance with the Union contract
Effectively communicate escalated employee issues to Guest Services Managers. Work with department managers and Human Resources to resolve employee issues in a timely manner
Assist in providing the basics of service tasks such as covering elevators shifts, providing wheelchair escorts, monitoring an aisle, taking tickets, directing guests, and tending to any and all guests’ needs
Maintain a positive working relationship with all departments within the building (i.e. Security, Levy, Event Production) to ensure that all needs of our guests are met
Ensure that all equipment is checked out appropriately, properly utilized by staff, and checked back in
Work with Security to ensure that all suites are empty of guests and lost items at the conclusion of every event
Perform a variety of duties, often changing from one task to another, without the loss of efficiency or composure
Use excellent customer service skills and positive attitude when interacting with guests, vendors, & employees
Complete all assigned tasks within the guidelines & deadlines set by Guest Services Managers
Responsible for maintaining a fun, friendly, and safe environment in assigned sections
Effectively and calmly interact with angry or emotional guests and employees
Ability to memorize, recollect, and quickly retrieve relevant information
Maintain company confidentiality
One (1) year prior customer service experience, preferably in a sports/entertainment venue environment
Must have reliable transportation to and from Barclays Center for scheduled shifts. Parking will not be provided
Must have the ability to read, write and understand English in a working environment
Friendly, outgoing personality
Ability to take direction well and work well with others
Must agree to undergo a pre-employment criminal background check, and post-offer drug screening test
Have exceptional guest and client service capabilities
Able to work well with different personalities in a fast-paced environment and constant deadlines
Able to handle highly sensitive and confidential information
Have exceptional interpersonal and telephone skills
Able to work evenings and weekends
Must be proficient with Microsoft Word, Excel, Outlook and ABI
Must maintain a neat, well-groomed appearance that conveys professionalism at all times

Guest Services Supervisor Resume Examples & Samples

An understanding of hospitality services generally associated with hotel type operations
Working knowledge and understanding of basic accounting procedures
Prior computer experience preferred

Guest Services Supervisor Resume Examples & Samples

To lead and supervise the guest services front office team while ensuring all service standards are followed
Previous experience in a leadership or supervisory role and asset
Computer literate in Microsoft Window applications an asset

Guest Services Supervisor Resume Examples & Samples

Lead and supervise the Guest Services team while ensuring all service standards are followed
Lead and supervise the Front Office team when necessary, ensuring all service standards are followed
Coordinate prepare for all VIP guests, ensuring a smooth and seamless arrival and stay
Follow-up on JD Power and other guest comments in a timely manner
Handle guest concerns and react quickly, logging and notifying proper departments
Attend regularly scheduled departmental meeting
Assist in managing the departmental budget and scheduling Colleagues accordingly

Guest Services Supervisor Resume Examples & Samples

Responsible for exceptional customer service and values. Coach for staff success by communicating event goals, business focus and desired outcomes that achieve excellence in visitor experiences
Works closely with Manager, Homeplace, to develop annual budgets and capital plans
Assists in the management of hospitality operations in alignment with the overall property image and brand positioning
Manages the outsourced teams for repair and maintenance of equipment and homeplace facilities. Coordinates daily and weekly with Production teams to resolve common issues
Manages the daily operation of the Homeplace, facilitating the seamless flow of tours and hosting and entertaining of visitors
Provides input in the development of annual operating plans and budgets for all Guest Services areas
Provide an overview to Manager on a weekly/monthly/quarterly basis regarding on-going operational staffing and ticket revenue performance and variances to the budget
Recruits, trains, supervises and motivates tour guides to ensure that every visitor has a memorable experience, aligned with brand goals. Provides for training and professional development on an ongoing basis
Manages and properly maintains the tour guide operations and overall scheduling
Oversees smooth operation and coordination of daily scheduled events, group tours and transient visitor tours. Assist groups while on property, as needed
Maintains current and accurate Tour Guide Training Manual incorporating new information and procedures on a regular basis

Guest Services Supervisor Resume Examples & Samples

Assign and instruct Guest Service Agents, Operators in details of work
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, Operators and other departments with any questions or requests
Resolve customer complaints by conducting thorough investigation of the situation and coming up with the most effective resolution
Respond promptly to guest requests for a supervisor of manager
Ensure our customers receive a fast, efficient and friendly check in and check out
Preparation and co-ordination of group arrivals/departures. - Ensure a good performance oriented working environment within the department and motivate the staff
Participate regularly in training courses and put the skills learned there into practice
Have detailed knowledge of the fire, safety and evacuation procedures of the hotel
Have knowledge of all the equipment and installations on the Executive Floor, and able to work there independently in conformity with the established standard and take over shifts if necessary
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information to resolve conflicts
Ability to listen effectively and comprehend the English language to understand and obtain instructions and information

Centralized Guest Services Supervisor Resume Examples & Samples

Maintain positive customer and associate relationships Interact with owners, guests, associates, answer inquiries, questions, and resolve possible satisfaction opportunities, train, develop and coach associates to resolve guest opportunities; utilize a “hands on approach” with associates on technical and soft skill customer service approaches. (25% time)
Support audit standards: Ensure compliance with Internal Audit, Quality Assurance and Loss Prevention; maintain Regional & Departmental Operating procedures to improve guest satisfaction and quality service scores. (15% time)
Possess a sensitivity to the needs of guests and owners of a high quality condominium property

Guest Services Supervisor Resume Examples & Samples

Maintains accurate records of golfers renting clubs, service the customer who is renting golf clubs, and clean rental clubs upon return
Maintains the cart storage area and cart wash down area in a neat, clean and orderly condition
Prepares golf carts for play following the standards of Troon Golf. Ensures proper staging of golf carts during the day
Less than high school education; or up to one month related experience or training; or equivalent combination of education and experience
Basic computer skills and knowledge

Guest Services Supervisor Resume Examples & Samples

Assists Guest Services Manager with day to day operations of the Bell/Valet and Guest Services
2 + years in a supervisory or management role
2 years in a Guest Services role

Guest Services Supervisor Resume Examples & Samples

Service Front Office operations to a consistently high standard
Ensure your team have an current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events
Advise your team of any special events or VIP Guests in the hotel that day
Excellent supervisory, inter-personal, and communication skills
A passion for delivering exceptional levels of Guest service

Guest Services Supervisor Resume Examples & Samples

Responsible for day to day organization of guest inquires, information availability, door and bell team’s structure, and overall guest satisfaction at the point of entry/departure as well as throughout the stay
Executes initiatives to promote and achieve service goals and standards with ultimate goal of surpassing JD Power Service Goals for the hotel
Focuses on Colleague Engagement Initiatives through team building, recognition, problem resolution and providing all necessary tools for colleagues to achieve annual Colleague Engagement Survey Goals
Completes Daily Payroll and biweekly payroll summary in ADP
Conducts daily shift briefings with all scheduled colleagues within bell and door teams to highlight the days expected business levels, noteworthy functions and daily service reminders
Completes weekly scheduling while maintaining expected labour standards as determined by Watson Labour Management Tools
Assists the Guest Services Leadership Team to train and develop colleagues in such a manner as to ensure the highest level of guest service and satisfaction
Monitors and develop colleague performance by assisting the Director, Guest Services to complete annual performance reviews and quarterly professional development interviews
Ensure that Bell Captains Desk as well as Front and East doors are covered at all times, matching the traffic flow and service colleagues in conjunction with labour guidelines
Assist the Director, Guest Services to oversee and foster a team spirit amongst all Guest Services colleagues
Ensures awareness of all hotel activities and services in addition to key city events
Oversees the lobby area for cleanliness, maintenance, security and functionality
Responds to all emergencies involving the hotel or its guests, utilizing developed emergency procedures
Keep accurate records of deliveries and events in the designated logs
Assist the Director, guest Services to encourage colleagues participation in special events
Works closely with the Bell Captains and ensure smooth shift changes
Assisting with house car responsibilities
Other duties as assigned by the Director of Guest Services
Solid knowledge of Front Office Procedures
Minimum of two years previous Guest Services and/or Front Office supervisory experience
Strong ability to work effectively within a dynamic management team with shared responsibilities
Highly organized, career and result oriented with the ability to be flexible with hours and days off
Must be able to work well under pressure in a fast-paced and constantly changing environment
Previous working knowledge of Property Manager, Microsoft Office, ADP Payroll Systems and Watson Labour Management an asset
Strong Guest Service orientation
Proven commitment to health and safety
Knowledge of unionized work environment
Excellent interpersonal skills with strong written verbal communicational abilities
Adhere to time lines
Strong managerial skills with a record of positive people skills, team leadership abilities and proven guest service record
Second or third language an asset

Guest Services Supervisor Resume Examples & Samples

Process guest check-ins and check-outs, and collect rent money. Prepare arrival packages for guests. Process credit cards per procedures. Responsible for accurate daily collection of money and preparing daily deposits. Assist guests with their questions or complaints, requiring good public relations at all times
Prepare work orders for housekeeping and maintenance departments when discrepancies are reported by the guest
Prepare daily rent receipt journal, deposit receipts and other reports as required. Perform clerical duties such as typing, filing, recording, mailing, and computer data input processing

Guest Services Supervisor Resume Examples & Samples

Previous experience in a similar role with exposure to F&B, retail and ticketing
Proven Hospitality experience
Flexibility with days and hours of work
Cash Handling and banking experience

Guest Services Supervisor Resume Examples & Samples

Assists with training and on-boarding new guest services agents/retail agents
Completes person in charge (POC) duties and ensures all procedures and processes are follow when acting person in charge
Ensures at all times GSAs are adhering to Aramark policies and procedures regarding but not limited to schedules, cash handling, uniform, completion of duties and guest services
Resolves employee concerns and effectively communicates with manager and Human Resources the concerns
Learn and maintain a knowledge around emergency procedures to ensure guest and employee safety
Utilizes radio for appropriate internal communications and ensures agents use them appropriately
Performs daily front desk opening and/or closing procedures and ensures GSAs complete according to standard procedures
Makes reservations and checks guests in and out of hotel, assisting them with questions regarding the location and surrounding area
Uses proper telephone service techniques
Full understanding and proper utilization of the property management system
Familiarization with night audit functions
Ensures gift shop is adequately stocked and cleaned
Reconciles disputed guest charges
Works with Guest Services Manager on FIT reservations and billing
Performs all work in accordance with established safety procedures
Must possess excellent people skills
Able to work in a fast-pace, high-volume environment
Being organized and able to focus on details are a must
High school education required; higher education in a related field desirable
Prior event/catering and experience preferred
Hands-on experience with catering software for generating BEO’s a plus

Guest Services Supervisor Resume Examples & Samples

Works with the Tournament Coordinator to organize all groups/outings that are taking place on a specific day and prepares staff and facility
Ensures the overall upkeep of the clubhouse, cart storage area and parking lot. Shares responsibility of cleaning golf shop, restrooms, patio areas
Assists the department manager in interviewing, training, planning, assigning, and directing work. Make recommendations when hiring, evaluating performance, rewarding, and disciplining associates. Addresses complaints and resolves problems
Assists manager in communicating any changes or new policies and procedures to the department

Guest Services Supervisor Resume Examples & Samples

Primary responsibilities will include training and supervision of part-time event staff, operating and execution of events and delivering optimal customer service to all Las Vegas Arena guests
Establish the Las Vegas Arena’s positive reputation for premium service and reduce liability by hiring, training, and supervising part-time staff of ushers, ticket takers, guest service reps and supervisors
Maintain and support the brand standards and generate positive public relations with Las Vegas Arena guests
Maintain employees in all areas of responsibility, including, but not limited to, all entrances, Event Level, Main and Upper Concourses, Suite Level, Premium areas and public Elevators
Make immediate decisions and communicate with Guest Services staff in emergency situations
Maintain open communications between the client, tenants, subcontractors, employees, and facility guests as it relates to the Guest Services staff
Manage Human Resources responsibilities for assigned department(s) to include: creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements
Review and recommend day-to-day operational policies and procedures for the department
Conduct planning, staff, and operational meetings as required, ensuring smooth coordination of Guest Services activities throughout the Las Vegas Arena
Supervise the Guest Services Centers and their functions within the Las Vegas Arena
Coach and counsel Guest Services personnel as needed to ensure compliance with policies and procedures
Ability to maintain uniform standards for all direct reports and non-direct employees of MGM Resorts International and the Las Vegas Arena
Research, review, and recommend equipment, materials, and supplies required for the Guest Services Department
Maintain inventory of related equipment and prepare budgetary input regarding the use of equipment in the Guest Services area
Complete and maintain employee payroll on a weekly basis, and in a timely fashion without discrepancies or errors
Create event estimates and proficiently schedule staff members according to these needs
Assist in the management of the Uniform Room including the ordering and maintenance of par stock levels
Adhere to strict budgetary guidelines and assist the department in being fiscally responsible
Meet with Event Managers and clients to assist with planning events at the Las Vegas Arena
Work with Guest Services staff in managing large crowds under constantly changing event environments
Provide input as it relates to Guest Services at other MGM Resorts venues
Manage the delivery and measurement of guest service within assigned department(s) consistent with the company’s core service standards and brand attributes
Respond promptly to comments, questions, suggestions, and complaints received by our Guests via phone, mail, email, fax, and during events
Communicate to the Guest Services Manager regarding issues that may require further attention
Ensure departmental operations manual is kept current and accurately reflects the duties and functions of assigned employees
At least 3 years of experience in an arena environment working events, preferably sporting events, concerts, and game management and production
Experience in dealing with ticketing issues and resolutions as it relates to guests
Experience with a time management system, specifically Kronos
Ability to create and maintain an employee schedule based on business needs
Ability to operate within designated budget
Ability to work well with different personalities in a fast-paced environment and constant deadlines
Ability to build trust and commitment by modeling and reinforcing internal and external service excellence for employees and demonstrating best practices
Ability to collaborate with others by sharing information and transferring knowledge to team members, and contributing to an environment of trust
Ability to demonstrate business acumen by clarifying priorities, holding others accountable and using knowledge of current property and corporate initiatives to understand and improve business results
Ability to communicate effectively by clearly outlining expectations regarding roles and goals to team members and seeks and listens to feedback from team members, managers, peers and guests
Ability to develop self and others by training peers and employees on functional skills and embracing learning and desire for growth in others
Ability to inspire team members to reach goals, and give direct constructive feedback to improve performance, and identify skills and ability gabs in self and team members
Ability to recognize the accomplishments of others by providing feedback and recognition in the moment, understanding motivators and de-motivators of employees and giving recognition accordingly
Ability to champion innovation, change and diversity by influencing and addressing resistance to change, taking appropriate risks, and recognizing initiative shown by employees
Ability to frequently move freely about the office and arena, standing for long periods and withstand various activities such as frequent walking, bending, maintain manual dexterity to address event, guest and employee issues, etc
Ability to access all areas of the facility and travel off property when representing Las Vegas Arena
Maintain physical stamina and proper mental attitude and ability to deal effectively with guests, management, employees and outside contacts while working under pressure and meeting deadlines
Working knowledge of PC software programs (MS Word, Excel, Access, Outlook)

Guest Services Supervisor Resume Examples & Samples

Demonstrating excellent guest service skills
Encouraging positive employee relations
Accountable for the productiveness and efficiency of the Guest Services Department while ensuring the highest level of guest satisfaction
Excellent knowledge of Fairmont standards in an effort to ensure the Guest Services team exceeds expectations
Responsible for ensuring the arrival of tour groups is a seamless process and that check in and delivery of luggage is efficient and timely and in accordance to standards
Is responsible for the smooth operation of the dept. in the absence of the Guest Services Manager. Also in the absence of the Guest Services Manager may be required to represent the department at meetings including Pre Convention Meetings
Ensuring efficient communication amongst colleagues in an effort to ensure the smooth transition and flow of information and completeness of duties especially from one shift to another. This will be done by utilizing several tools which may include but not limited to a pass on book
Responsible for the appearance of the lobby and the front entrance both inside and outside the building to ensure a warm and welcoming arrival experience
Coordinating staff schedule to ensure maximum productivity in favor of guest service while taking into account business volumes
Ensuring that rest periods and meal breaks are taken by our colleagues and is done in a timely manner in accordance with the Collective Agreement
Actively involved in training and developing the colleagues of the Guest Services Department
Assisting in managing budget, forecasting and payroll
Responsible for conducting performance appraisals and conducting progressive corrective action interviews and follow up when necessary
Responsible for daily front of the house operations including royal service
Adherence to all Health & Safety responsibilities as it pertains to hotel emergencies, fire alarms, accidents and use of logbooks
Assisting all Front Office areas tasks which may include but is not limited to assisting with the check in and/or check out of guests at the front desk
Actively seeks feedback from colleagues and guests, following-up and taking action to improve VOG and CES results
Effectively interpretation and administration of the Collective Agreement
Applicants should have at least two (2) years Supervisory experience in a four or five star hotel environment
Ability to coach, counsel and mentor team members to further their development
Must be able to problem solve to serve internal and external guests
Knowledgeable in of all hotel information such as hours of operation of all Outlets and services, menu selection, meeting facilities and promotions
Knowledgeable in all guest related activities, events within the city, theatre, sports, transportation, attractions, restaurants and recreation
Energetic, positive, hardworking, professional, team player a must
Dynamic, enthusiastic, creative leader who thrives under pressure and is
Passionate about seeing ways to improve service by being creative, innovative and constantly thinking outside the box
Must have a passion for the delivery of outstanding guest service
This position involves working shifts, weekends and public holidays

Guest Services Supervisor Resume Examples & Samples

Supervises Guest Services Agents to insure smooth and efficient operations during the assigned shift
Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest services agents in the details of work. Observes performance and encourages improvement
Uses creative management skills to solve guest and team member problems. Ensures compliance with company standards to ensure consistent high quality guest relations
Covers MOD shifts - Manages desk, resolves guest concerns, handles emergencies and other challenges that may occur during the assigned shift. Implements resolutions by using discretion and judgment
Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members
Assist in transporting guests to and from the airport terminals, when needed
*NOTE: A California Class B Commercial License is required to drive hotel shuttles. Applicants without a Class B license must have a clean driving record and be able to pass the DMV written test within two weeks of hired date

Guest Services Supervisor Resume Examples & Samples

Lead and direct a team of 20+ Guest Services Representatives
Assist Guest Services Manager with writing/implementing new policies and procedures
Assist with service recovery and problem resolution process for escalated guest issues
Provide information to the department on property functions and facilities
Assist with Guest Service Representatives, as needed, with transactional and customer processes, including incoming and outgoing calls, coordinating dispatch services, paging, and providing area and property information to and other special services requested by guests or administrative personnel. Serve as point of escalation in complex situations that require additional department or guest attention
Perform other job-related duties as requested by the Management staff
Guest Services Representatives
Ability to participate in and facilitate group meetings
Previous PABX or multi-line phone experience required
Previous experience with Opera and HotSOS preferred

Guest Services Supervisor Resume Examples & Samples

2 years’ college education preferred
2 years’ experience as a Guest Service agent
At least one year supervisory experience (hospitality industry highly preferred)
Excellent service and communication skills
Computer and telephone skills necessary
Must be able to work during PM shifts, weekends and holidays
Responsible for the adherence and enforcement of all property and Benchmark Hospitality policies and procedures
Maintain a superior level of professionalism
Respond to any reasonable request made by the management
Perform MOD duties as requested
Be able to comply with house policies and procedures and those of Benchmark Management
Attend all required meetings and training

Guest Services Supervisor Resume Examples & Samples

Work with Guest Services Manager to train and monitor front office staff
Communicates with the Engineering Department regarding any maintenance requests from the guests
Communicates with the Housekeeping Department regarding guest rooms and requests
Has full understanding of software system and assists with reservations, and checking guests in and out of the hotel
Knows how and where to post all charges
Knows all room rates
Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards
Performs any other duties as requested by supervisor
Can be relied upon regarding task completion and follow up

Guest Services Supervisor Resume Examples & Samples

Works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel
Responsible for satisfaction scores for the front desk operations. Addresses any deficiencies in the area immediately
Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores
Effectively trains guest service agents on proper front desk procedures
Recruits, interviews and selects, in conjunction with the General Manager, the most qualified candidates for front desk positions
May prepare weekly schedules for front office staff
Address performance deficiencies of front office staff through coaching and disciplinary actions
Complete performance evaluations for front office staff timely
May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review
Ensures guest service agents are in compliance with clean, neat uniforms and name badges
Required reports are timely and of a quality that can be shared with corporate
Rates are accurate and monitored daily
Is proficient at managing inventory in the property management system
Frequently meets with and reviews work generated by the night auditor
Maintains regular attendance and is consistently on time
Ensures work responsibilities are covered when absent
Takes ownership of all work performed and communicated
Completes tasks on time or notifies appropriate person with an alternate plan
Personally demonstrates a commitment to customer service by anticipating and responding promptly to guest needs
Monitors and controls labor costs
Seeks approval for overtime, if required
Bachelor's degree (B. A.) from four-year college or university; or one to two years related hospitality experience and/or training; or equivalent combination of education and experience
Ability to speak effectively before groups of customers or employees of organization
Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages
Ability to interpret and perform basic computer functions. Knowledge of Outlook, Word, and Excel
Position has supervisory responsibilities of front office staff
Walk less than 1/3 of the time
Lift up to 15 lbs less than 1/3 of the time
Push / pull up to 15 pounds

Guest Services Supervisor Resume Examples & Samples

Medical, Dental and Vision insurance
401k retirement plan
Company provided Life Insurance
Training
Opportunities for career growth
Discounted employee meals
Discounted hotel rooms
Anniversary Pay
Holiday Pay

Guest Services Supervisor Resume Examples & Samples

Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.Monitor all VIP and special guest requests
Follow and enforce all Highgate Hotel hotel credit policies
Maintain a warm and friendly demeanor at all times
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel

Guest Services Supervisor Resume Examples & Samples

Follow all Delaware North Parks and Resorts Environmental GreenPath, GuestPath, OSS, SERV, Code of Conduct, Core Values, Policies and Procedures
Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment
Have a clear understanding of all operations and procedures that take place at the concierge desk including but not limited to: a) Booking (reserving) events and activities at Tenaya Lodge as well as with outside vendors; b) Creating guest itineraries and sending guest confirmations; c) Posting activity charges and issuing tickets for all events and activities for Tenaya as well as for outside vendors; d) Shift closing procedures
Oversee all Concierge and Guest Recreation Staff
Properly train staff on best practices and department policies and procedures
Detail Oriented - Ability to pay attention to the minute details of a project or task
Working Under Pressure - Ability to complete assigned tasks under stressful situations
Applied Learning - Ability to participate in needed learning activities in a way that makes the most of the learning experience
Communication, Oral - Ability to communicate effectively with others using the spoken word
Team Builder - Ability to convince a group of people to work toward a goal
Enthusiastic - Ability to bring energy to the performance of a task
Understand and be proficient in Word, Excel, the Internet and Outlook
Have a thorough knowledge of Spa Soft, Springer Miller (SMS), Resort Scheduling (RS) and Visual Point of Sale (POS) operating procedures
Be proficient in Internet research

Guest Services Supervisor Resume Examples & Samples

Background in Guest Services
Knowledge in Micros Fidelio/Property Manager/Opera or equivalent hotel management system
Well organized and excellent attention to detail
Excellent communication skills, both written and verbal as well as good problem-solving abilities
Knowledge of Word, Excel and Delphi

Guest Services Supervisor Resume Examples & Samples

Previous Front Desk Supervisor experience required
3-5 years in a hospitality environment
Must enjoy working with the public and be able to professionally handle any conflicts, guest issues, or emergencies that may arise
Experience handling cash and recording sales transactions required
Excellent oral communication and organizational skills
Demonstrated ability to work effectively without immediate supervision
Ability to multi-task efficiently
Must be willing to work evenings, weekends, and holidays as schedule requires

Guest Services Supervisor Resume Examples & Samples

Maintain regular attendance in compliance with Wyndham Hotel Group Standards, as required by scheduling, which will vary according to the needs of the hotel
Comply with Wyndham Hotel Group Standards and regulations to encourage safe and efficient hotel operations
Must be able to maintain confidentiality of information
High school education, GED, or equivalent experience required. Bachelors’ degree highly preferred
Minimum 3 years of experience working within Guest Services/Front Office required in a high volume hotel, conference center or resort with at least three of those in a supervisory role

Guest Services Supervisor Resume Examples & Samples

Deploy staff for events. Assign appropriate breaks
Serve as mentor/coach to Guest Services Representatives
Effectively communicate escalated employee issues to Guest Services Manager
Assist in providing the basics of service tasks such as covering elevator shifts, providing wheelchair escorts, monitoring an aisle, taking tickets, directing guests, and tending to all guests’ needs
Maintain a positive working relationship with all departments within the building to ensure that all needs of our guests are met
Work with security to ensure that all areas are empty of guests and lost items are recovered at conclusion of event
Use excellent customer service skills and positive attitude when interacting with guests, vendors and employees
Complete all assigned tasks within the guidelines and deadlines set by Guest Services Manager
Responsible for maintaining a fun, friendly and safe environment in assigned sections
Ability to memorize, recollect and quickly retrieve relevant information
Follow all operating policies and procedures
Previous experience in venue supervision preferred
Ability to adhere to the Guest Services and Security Department policies and procedures
Must have good conflict resolution skills and able to perform duties independently with minimum/moderate supervision
Must be able to lead by example and demonstrate outstanding leadership skills
Ability to communicate effectively in English
Able to work evenings and required to be available to work weekend and holiday events throughout the year

Guest Services Supervisor Resume Examples & Samples

Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously
Maintain continuous liaison with management, Reservations and Housekeeping staff to guarantee that all guests are receiving quality services that exceed their expectations
Be alert to potential problems and malfunctions of hospitality services and make on- the- spot corrections, and complete second efforts
Participate with other members of management in developing plans to deliver special services to selected targeted markets
Provide a "Welcome Call" to guests as required by management
Be involved in resolution of as many guests' complaints as possible
Supervision of Bell, Door, and Valet Staff, Concierge and Loyalty Ambassador
Ensure Bell and Door services meet 4- diamond expectation to include: being knowledgeable of all resort offerings, hours of operations, resort directionals, proper verbiage/ greetings
Monitors and updates Bell and Valet Medallia Score board
Perform Success Checklist for Bell, Door and Valet staff
Performs MOS monthly audits
Assists with OST Meeting content and agenda
Assists with Dispatch of Bell In and Bell Out
Group Bell Deliveries
Front Drive Management Support during busy times and even valet cars if needed
Daily Tasks to Ensure Select Guest Satisfaction and Reporting is Done
Support Concierge during Break, Peak Periods with assisting guests at all times in all areas
Support and Possibly Need to assist in Transporting Guests and/or Groups throughout the property
Contact Transportation for Tram Services for Guests Needing Pick Up
Attend Weekly Resume, Rooms and Leadership Meetings
Assist scheduling in Kronos, edits to payroll, completes gratuity spreadsheet for portage/valet gratuities
Conducting inventories of Guest supplies and Concierge Supplies and order as needed
Ability to teach, develop, and motivate others
Must have the ability to multi-task
Excellent verbal and written communication skills required

Guest Services Supervisor Resume Examples & Samples

Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals
Ensure that the Bell Desk is attended at all times; that all posting positions are maintained
Document any late or absent employees
Schedule and assign staff breaks
Communicate anticipated business demands daily with each employee (arrivals/departures, group functions, etc)
Assign specific tasks as they arise to the staff according to the rotation sequence
Answer Bell Desk telephone within 3 rings, using correct greeting and telephone etiquette
Document guest calls/requests for Bell Person assistance
Maintain security and accurate record of all guest room keys issued to Bell/Door Staff
Monitor and ensure that Bell/Door Staff perform their job functions to the hotel's expected level of service
Assist Bell/Door Staff whenever necessary in performing all job functions
Conduct a number of week formal training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff
Coordinate group luggage requirements
Monitor and maintain the condition of lobby, hotel entrance, Bell Desk and luggage storage areas
Prepare and submit daily/weekly payroll records and tip distributions
Ensure that all pertinent information is documented in the log book daily
Conduct performance appraisals of designated staff annually
Be a clear thinker, remaining calm and resolving problems using good judgment
Follow directions thoroughly
Maintain confidentiality of guest information and pertinent hotel data
Ascertain departmental training needs and provide such training
Direct performance of staff and follow up with corrections when needed
Valid (state) drivers license
Good driving record
Has prior experience as Bell Person
Thorough knowledge of hotel services and amenities
Ability to compute basic arithmetic
Provide legible communication and directions

Guest Services Supervisor Resume Examples & Samples

Daily supervision of all guest services activities related to the three primary job roles
Executes tactical customer service plan related to the three primary job roles
Clearly communicate Glen Eyrie vision and plans
Continually assess and adjust Guest Services team as needed in order to meet or exceed established revenue targets and customer service needs
Facilitate continuous “real time” skills training
Participate in interviewing, hiring, and management of employees
Department scheduling
Manage financial transactions in conference center software
Maintain a constant awareness and expertise in all Glen Eyrie Programs
Track daily revenues, phone activity and source of business for all Front Desk and Reservations activities
Collaborate with Sales, Marketing and Program departments in order to prepare the Guest Services team to respond to all related incoming calls
Provide Guest Services and Hospitality Director with weekly activity reports
Manage lost and found, guest business center, Glen Eyrie phone tree
Participate in weekend management rotations (typically once a month)
Maintain a Guest Services Manual for Standard Operating Procedures
Belief in and adherence to the Statement of Faith and Mission of The Navigators
Demonstrates a sincere and mature walk with Jesus Christ
Willingness to abide by the policies of the Glen Eyrie handbook
Has prior retail or hospitality experience
Must be able to work a flexible schedule as needed from 7am – midnight, typically 5 days a week
Strong customer care focus
Excellent computer skills and the ability to learn new software
Excellent cash handling skills
Bachelor’s degree in Business Administration, Hospitality Management, or similar preferred

Open Guest Services Supervisor Resume Examples & Samples

Greet and guide all guests in a welcoming and friendly manner
Report unattended bags and packages, medical situations, incidents or emergencies(immediately to command center)
Resolve guest issues and complaints by providing the ultimate guest experience
Assist the Area Director as required/assigned
Ensure deployment of crew is well thought out according to position, experience, security knowledge, work ethic, and attitude
Monitor two-way radio traffic
Report unethical conduct of Guest Services employees immediately (example: solicitations of tips/bribes, allowing unauthorized access onto grounds without a ticket, unauthorized upgrade of seats and misuse of pass down passes)
Possess a high level of area knowledge and the operations associated within the area assigned
Distinguish appropriate credential access and authorized holders
Punctual and presentable shift attendance, neatly groomed in a clean, well-maintained uniform
Available to work for the full duration of the US Open tournament
Willing to work outdoors in various weather conditions and able to stand for extended periods
Bilingual (preferred)

Guest Services Supervisor Resume Examples & Samples

Performs general administrative such as answering phones, typing, copying, faxing, filing, and other duties as assigned
Reviews and codes invoices and statements for manager approval
Maintains the petty cash fund, ensuring to record expenditure in the proper accounts
Handles and resolves resident and guest complaints, inquiries and issues in a timely and professional manner; fields resort comments, suggestions and complaints
Makes collection calls for site rental payments as directed. Submits bad debt files to collections
Completes and maintains resort records, reports, and files in accordance with the Operations Manual
Ensures office supplies are sufficiently stocked and prepared supply orders as needed

Guest Services Supervisor Resume Examples & Samples

Oversee the daily operation of the Front Office, including Front Desk Agents, Rooms Control, PBX Operators, Bellstaff and Gate Attendants.The Front Office Supervisor will be required to assist guests with check-in and out as well as giving support and assisting the Front Desk staff with any questions or guest situations
Greet and welcome owners/guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Accept payment for guest accounts at check in and check out. Promote the Hilton Grand Vacation services and provide recognition and benefits to all present members
Responsible for training and direction of new department Team Members. Ensure all Front Office quality standards are complied with and that all policies and procedures are consistently applied. Provide ongoing training and support to Front Desk Agents, Bellstaff, Gate Attendants, PBX Operators and Rooms Controllers
Maintain a house bank and make a deposit and accurate report of receipts daily
Supervise the front desk agents, ensuring the correct sequences of events for proper registration and check out of guests
Assign specific tasks to subordinates relative to credit, missing addresses, registration cards, posting charges, and overall cleanliness and organization of the front desk. Post miscellaneous charges as requested
Maintain a daily log of all guests’ opportunities with corrective action steps. Follow up on any unresolved situations in a timely manner and pass on appropriate information to other Manager/Supervisors for handling
Follow-up on credit opportunities during each shift
Ability to read, analyze and interpret complex documents. Ability to create and interpret business communications and reports. Minimally intermediate computer skills. At minimum basic mathematical skills
Highly skilled in solving practical problems, using good judgment to deal with a variety of variables in guest and business situations. Excellent interpersonal and service skills. Ability to resolve conflict, think on their feet, influence and mentor others
High school/GED
Prior related experience
Associate's Degree/College
Voice Certified
3+ Years of related experience
Prior management/supervisory experience

Guest Services Supervisor Resume Examples & Samples

Level of decision making: Primarily routine tasks
Has contact with: Multiple departments (Internal)
Supervision: Direct supervision/management of employee(s)
Position Title(s) of Direct Report(s): Usher/Ticket-Taker, Guest Services Representative
Physical Requirements: Frequent standing or walking
Travel Percentage (%): Not Applicable
A minimum education level of: High School Diploma or its equivalency
Available to work at least five (5) events per week, including nights, weekends and holidays
Strong interpersonal and communication (written and verbal) skills
Strong teamwork etiquette
Able to adapt to changes in nightly assignment
Maintain a high standard of grooming
Ability to maintain guest, Team Member, and company confidentiality
Ability to perform tasks with moderate supervision
Ability to walk/climb/stand for multiple hours (4-6 hours per shift) and lift/push/pull 30 lbs
Ability to demonstrate strong decision making skills
Bilingual (Spanish) a plus, but not required
Previous experience working in a similar facility environment

Guest Services Supervisor Resume Examples & Samples

Exceptional customer service as the main order of business
Excellent interpersonal and team-building skills
Strong attention to detail, ensuring absolute operational compliance
Proven ability to problem-solve and make sound decisions

Guest Services Supervisor Resume Examples & Samples

Prior supervisory experience required, preferrably in hospitality
Must have the ability to multi-task, work in a fast-paced environment, and stay organized
Must be customer service oriented
Excellent verbal and written communication skills in English is required
Ability to stand for the duration of the entire shift
Must be able to drive automatic and manual transmission
Must have an excellent driving record
Must have a valid Texas driver's license
Ability to lift and carry up to 50lbs
Must have ability to work a flexible schedule including days, evenings, weekends and holidays
Must reside within 50 miles of the hotel
Must be willing to subject to a drug screen and MVR background check

Guest Services Supervisor Resume Examples & Samples

Responsible for daily operation of guest service shift: Plan daily short term front and back of house guest service operations; provide proper guest check-in, check-out procedures, analyze reports as required, communicate daily arrivals, departures and room inventory needs; ensure daily check list duties and tasks fully completed with follow up communications; administer schedule adjustments which result in the satisfaction of all guests, associates and financial requirements
Maintain positive customer and associate relationships Interact with owners, guests, associates, answer inquiries, questions, and resolve possible satisfaction opportunities, train, develop and coach associates to resolve guest opportunities; utilize a “hands on approach” with associates on technical and soft skill customer service approaches
Supports customer service standards: Deliver Count On Me Service ensuring guest satisfaction exceeding expectations; communicate reservation flag information directly enhancing guest requests
Support audit standards: Ensure compliance with Internal Audit, Quality Assurance and Loss Prevention; maintain Regional & Departmental Operating procedures to improve guest satisfaction and quality service scores
Other duties as assigned: Assist Guest Services Management to coordinate and verify guest reservation information; other duties as assigned
1-2 year of supervisory experience or management
1-2 years of hotel, timeshare or hospitality service experience

Guest Services Supervisor Resume Examples & Samples

Complete training of Bellmen and Doormen as directed by the Manager of Guest Services
Oversees and keeps on order the storage of all guest luggage
Ensures the cleanliness of the Bellstand, storage room, Front Drive, and lobby
Supervises Bellpersons and Greeters to ensure a smooth and orderly work flow and maximum service to our guests
All employees are required to fully comply with Omni rules and regulations for the safe and effective operation of the hotel’s facilities
Understand and responsible for hotel key policies
Responsible for handling all convention-related distributions to guest rooms
Greet our guests in friendly, warm manner
Maintaining an orderly log of fronts
Be familiar with Epitome and GoConcierge systems
Strive to improve Medallia scores
Be involved in resolution of as many guest’s complaints as possible
Provide a “Welcome Call” to guest as required by management
Must be 21+ with valid Driver's License

Guest Services Supervisor Resume Examples & Samples

Very good knowledge of Microsoft Software platforms
Proficiency in Opera system
Excellent knowledge of guest related functions and guest service
Strong team mentality and willingness to be of assistance as required
Very good command over written and spoken English
A second language is strongly recommended
Previous experience in same or similar role
Previous island resort experience preferred
Start date July/ August 2017
Please send your application to hradmin-zilpasyon@sixsenses.com

Guest Services Supervisor Guest Services Resume Examples & Samples

1) Enforcing all hospital policies and procedures of the Guest Services department
2) Providing detailed information to the Guest Services Manager to ensure that appropriate corrective actions are taken in the event that departmental and/or hospital policies are not followed
3) Providing specific information verbally and via email to the Guest Services Manager when department and/or hospital policy has been broken
4) Providing conduct and production information to the Guest Services Manager to assist with the individual yearly employee evaluations

Guest Services Supervisor Resume Examples & Samples

Must be able to stand for long periods of time and walk moderate distances
Must be able to lift a moderate to heavy amount of weight often (approximately 50 lbs.)
Ability to work primarily in an outdoor environment under all weather conditions including extreme heat
Must be able to move up and down hill with urgency to retrieve and park cars
Ability to drive manual and automatic transmission vehicles
Must be able to drive a 14 person shuttle
Knowledge of basic computer skills
Prior Hyatt experience preferred

Guest Services Supervisor Resume Examples & Samples

Familiar with contact center software including InContact and Verint 360
Effective and professional communication ability, written and verbal
5+ years working in a customer care (contact center) environment
Proficient in Salesforce, Hybris and Blue Cherry
Retail experience is a plus

Guest Services Supervisor Resume Examples & Samples

Responsible for daily operation of guest service shift:Plan daily short term front and back of house guest service operations; provide proper guest check-in, check-out procedures, analyze reports as required, communicate daily arrivals, departures and room inventory needs; ensure daily check list duties and tasks fully completed with follow up communications; administer schedule adjustments which result in the satisfaction of all guests, associates and financial requirements
Maintain positive customer and associate relationships Interact with guests and associates, answer inquiries, questions, and resolve possible satisfaction opportunities, train, develop and coach new associates to resolve guest opportunities; utilize a “hands on approach” with associates on technical and soft skill customer service approaches
Basic understanding of hotel financials
Basic Working knowledge of Opera PMS Systems

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Guest Services Supervisor Resume Samples

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Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services, Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

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Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

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Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

Guest Services Supervisor Resume Examples & Samples

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