Location: Middleburg,VA, USA
Job Title: Guest Services Supervisor Department: Guest Services Reports To: Assistant General Manager Update: November 2024 JOB SUMMARY: The Guest Services Supervisors primary responsibility will be to ensure that all Goodstone Inn & Restaurant guests have the highest level of guest satisfaction. They will be the first point of contact between guests and Goodstone Inn & Restaurant. The job duties include training guest services agents in customer service and hotel policies and acting as ambassadors to guests by addressing complaints. This position will work hand in hand with the Assistant General Manager to support and develop initiatives, processes, and Goodstone Culture. The ideal candidate will be a competent and trustworthy individual able to provide customers with warm greetings and handle all incoming requests. This position is a vital part of our leadership team. GUEST SERVICES SUPERVISOR ESSENTIAL DUTIES AND RESPONSIBILITIES: Oversee the daily operations of the Guest Services Department Supervise, train, provide guidance and leadership to the Guest Services Team to ensure consistent customer service is provided Communicate effectively with other departments, including housekeeping maintenance and Guest Services staff. Assigns and instructs Guest Services Team in details of work Transport guests on the estate as necessary Actively listen to and resolve guest complaints Oversee check-in and check-out procedures, including reservations and financial transactions. Oversee the setup, coordination, reservations, and needs of all guests Monitor and manage room inventory to ensure maximum occupancy and revenue Manage cancellations, modifications, and no-shows in a timely and efficient manner Handle guest complaints and concerns regarding reservations and work to resolve them professionally and courteously. Collaborate with the AGM on reports, including occupancy rates, revenues, and forecasting data Stay updated on hotel policies, procedures, and promotions to provide accurate information to guests and effective training to Guest Services Liaise with all departments to ensure attention to detail for service for all inn guests Provide an upscale guest service experience for clients throughout their stay Inform clients of our hotel services, including dining options, activities, etc. Promote all hotel amenities, conveniences, and programs offered Collaborate with the AGM to identify opportunities for room packages, upselling and promoting, planning, and executing new revenue-generating initiatives. Maintain good communication and work relationships with all other departments and staff. Maintains high visibility in public areas during peak times. Serves as a leader in displaying outstanding hospitality skills. Adheres to Company standards and maintains compliance with all policies and procedures. Performs other related duties as assigned. REQUIREMENT AND SKILLS A minimum of three years of experience in the customer service field is required. Prior supervisory experience is a plus Valid Drivers License Understanding of all hotel management best practices and relevant laws Proficiency in English; knowledge of other languages is a plus Customer service drive with outstanding communication and active listening skills Excellent problem-solving and multitasking skills Leadership skills along with the ability to motivate a team to high-performance Ability to work flexible hours Strong sense of responsibility and a professional presentation Excellent interpersonal and communication skills Ability to present information to and train employees COMPANY PERKS AND BENEFITS: Family Meal Free Parking Employee Discounts for the Inn and Restaurants Offering full benefits starting on day 61 (Medical, Dental, Vision, Short Term Disability, Long Term Disability, Life Insurance, etc. 401-K Match after a year Vacation and Sick Time Employee Referral and Bonus Plan WORK ENVIRONMENT: This job operates in a professional hospitality environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Must be able to work effectively in a stressful environment, communicate with others, and effectively interact with guests Must be able to accept constructive criticism from supervisors Must be able to change activity frequently and cope with last-minute room changes Must be able to work inside and out in all weather conditions Must be able to maintain all cleaning equipment and materials in a safe and sanitary working condition PHYSICAL DEMANDS: The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently expected to stand for long periods, walk, climb stairs comfortably, use hands to finger, handle or feel, and reach with hands and arms. The employee also requires the ability to lift products occasionally and supplies of up to 50 pounds. ADDITIONAL DUTIES: Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time or without notice.