Hotel Guest Service Supervisor - Front Desk Lead

Company Overview
At Staybridge Suites®, we’re at the heart of a movement. We exist to help guests live the life they believe in, even while on the road. A traditional hotel doesn’t always cut it, and we know that when travelling for days, weeks or even months at a time, we believe our guests deserve more. It has always been our simple mission to provide something different. Distinct. More space and a greater sense of community that breaks down the walls of monotonous, restrictive travel and experience a break from the travel norm.
We would like to welcome you to be part of our movement and fulfill our mission to help our guests live the life they believe in. We are always looking for great people who are dynamic, personable, and ready to jump into any situation to give a helping hand. With a variety of positions, we are confident you will find the perfect fit for you within our hotel. If you are a positive person and have a genuine interest in the well-being of others around you, we invite you to apply today!
Benefits

• Paid Life Insurance
• PTO Accrual from day one!
• Associate Hotel Discounts Worldwide!
• Short Term & Long Term Disability Insurance
• 401(k) with Employer Match
• Health, Dental and Vision Insurance
• Employee Assistance Program

JOB SUMMARY
As Hotel Guest Service Supervisor - Front Desk Lead, you will be responsible for supervising the guest service team, ensuring that quality standards are met and that optimum service is provided. This position is that of a working manager, where time is split between team member training and supervision, as well as filling in for regular front desk shifts, as needed. If you are service-oriented and have a talent for leading and motivating a team, this may be just the job for you!
Responsibilities

• Maintains accurate records including cash flow sheets, registration cards, direct bills, credit cards, and all other sensitive documents.
• Shift coverage (Open Availability)
• Provides input to the Front Office Manager on staff meeting topics; assists with leading the meetings.
• Assists with human resources functions of guest service department by engaging and motivating team members and focusing on team member development and retention.
• Takes on projects as assigned by the Front Office Manager and completes them by due date.
• Assigns duties to front office staff and observes performance to ensure adherence to hotel policies and established operating procedures. Answers questions as they arise.
• Observes guest service team members and provides mentoring, coaching and regular feedback to help manage conflict, improve team member performance and recognize exceptional performance.
• Completes daily managers’ report which sums up the day – how many arrivals, departures, guest issues, guest satisfaction scores, standard of the week, etc.
• Performs functions of the Front Office Manager in their absence.
• Assists with guest service team member training, including safety training.
• Assists with onboarding, culture training and ongoing development of each department team member, with a focus on team member satisfaction, productivity, and guest satisfaction.
• Receives, assists and helps resolve guest complaints and team member issues.

QUALIFICATIONS

• Strong oral and written communication skills. Knowledge of Opera, Microsoft Office, Word and Excel a plus.
• Strong customer service skills and the ability to manage difficult guest and team member situations.
• Previous guest service experience required.
• Strong critical thinking ability; ability to make decisions with only general policies and procedures available for guidance.
• Above average ability to initiate and facilitate renovations and repairs.
• Strong ability to develop, monitor, and train all revenue opportunities.
• Previous supervisory experience preferred.
• Strong ability to manage, train and motivate a diverse team.