Guest Service Supervisor
Holiday Inn Express & Suites Tuscaloosa East Holiday Inn Express & Suites Tuscaloosa East Tuscaloosa, AL Tuscaloosa, AL Full-time Full-time $14 - $16 an hour $14 - $16 an hour 7 days ago 7 days ago 7 days ago Holiday Inn Express & Suites 6350 Interstate Drive Cottondale, AL 35453 Job Title:
Guest Services Supervisor Non-Exempt / Full Time Department:
Guest Services Scope of Responsibility:
Supervise Guest Services team members to ensure all necessary tasks are completed in an efficient and authentic manner Employee Manual:
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee.
Duties, responsibilities, and activities may change at any time or without notice.
All Wilson Representatives are responsible for taking care of people - first.
People come before processes.
We have the highest professional standards during all communications with our guests.
Our mission is clear and elegant and serves as the focal point for all we do - providing for comprehensive excellence in all facets of professional property management.
As a service organization, we take care of people.
Our Core Values define what we stand for and what we won't stand for.
They include Kindness, Excellent Attitude, Focus, Clean-Clean, and Efficiency.
Essential Tasks:
Be responsible for team member call outs/no shows, and cover shifts as needed.
Be available for phone calls and other means of communication at all times.
Be proficient in and available to work all three shifts.
Help in the training process of new hires.
Supervise all Guest Services activities.
Offer continual coaching and training to Guest Services team members and be able to lend support during busy times.
Greet guests with an excellent attitude upon their entering and exiting the hotel.
Answer telephone calls pleasantly and with the correct phrasing.
When possible, answer each call within three rings.
Be proficient checking in and checking out guests by following all established policies and procedures.
Review arriving reservations for the day, at the start of the shift, checking for third party reservations, special requests, VIP names, etc.
, and making corrections as needed.
Audit all in house guest folios for receipt balances.
Take the necessary steps to collect payment from guests for the balance on their account.
Be proficient at using the Quore database for communication among all departments.
Encourage continual usage of the platform and coach team members on using the system daily.
Audit all cash counts in the Log Book within Quore.
Make note of any inconsistencies.
Follow up when need be.
Handle guest complaints efficiently and courteously, taking immediate action to correct the proble If the problem cannot be corrected with the resources at hand, notify the Guest Services Manager for additional support.
Always be sure to log the complaint into Quore, closing out the complaint immediately.
Be knowledgeable of, and prepared for, scheduled groups and meetings.
Take the time to read over their information and ensure that everything is in place for their arrival.
E-mail a daily report to the Guest Services Manager and General Manager recapping the shift including any issues, compliments, needs, etc.
Set up and prepare any game day activities subject to the hotel.
Keep inventory of service recovery items, office supplies, As If By Magic, and treat shop amenities informing the Guest Services Manager when items are low in stock.
Work in housekeeping one day a month to maintain the ability to aid in guest's housekeeping needs during the later shifts.
Job Type:
Full-time Schedule:
8 hour shift Day shift Holidays Night shift On call Weekends as needed Work setting:
In-person Ability to commute/relocate:
Cottondale, AL 35453:
Reliably commute or planning to relocate before starting work (Preferred)
Experience:
Hotel & Accommodations Guest Services Staff:
1 year (Required) Hotel management:
1 year (Preferred) IHG experience (Preferred) Work Location:
In person Job Type:
Full-time Pay:
$14.
00 - $16.
00 per hour
Benefits:
Employee assistance program Employee discount Flexible schedule Paid time off Referral program Schedule:
8 hour shift Day shift Evening shift Holidays Weekends as needed Work setting:
In-person Application Question(s):
Are you available to work weekends and holidays if needed? Have you ever been convicted of a felony? Do you have a desire to serve others/take care of people? Are you seeking part time or full time work? Are you able to perform the basic functions of the position?
Experience:
Front desk:
1 year (Required) Shift availability:
Day Shift (Required) Night Shift (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
Guest Services Supervisor Non-Exempt / Full Time Department:
Guest Services Scope of Responsibility:
Supervise Guest Services team members to ensure all necessary tasks are completed in an efficient and authentic manner Employee Manual:
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee.
Duties, responsibilities, and activities may change at any time or without notice.
All Wilson Representatives are responsible for taking care of people - first.
People come before processes.
We have the highest professional standards during all communications with our guests.
Our mission is clear and elegant and serves as the focal point for all we do - providing for comprehensive excellence in all facets of professional property management.
As a service organization, we take care of people.
Our Core Values define what we stand for and what we won't stand for.
They include Kindness, Excellent Attitude, Focus, Clean-Clean, and Efficiency.
Essential Tasks:
Be responsible for team member call outs/no shows, and cover shifts as needed.
Be available for phone calls and other means of communication at all times.
Be proficient in and available to work all three shifts.
Help in the training process of new hires.
Supervise all Guest Services activities.
Offer continual coaching and training to Guest Services team members and be able to lend support during busy times.
Greet guests with an excellent attitude upon their entering and exiting the hotel.
Answer telephone calls pleasantly and with the correct phrasing.
When possible, answer each call within three rings.
Be proficient checking in and checking out guests by following all established policies and procedures.
Review arriving reservations for the day, at the start of the shift, checking for third party reservations, special requests, VIP names, etc.
, and making corrections as needed.
Audit all in house guest folios for receipt balances.
Take the necessary steps to collect payment from guests for the balance on their account.
Be proficient at using the Quore database for communication among all departments.
Encourage continual usage of the platform and coach team members on using the system daily.
Audit all cash counts in the Log Book within Quore.
Make note of any inconsistencies.
Follow up when need be.
Handle guest complaints efficiently and courteously, taking immediate action to correct the proble If the problem cannot be corrected with the resources at hand, notify the Guest Services Manager for additional support.
Always be sure to log the complaint into Quore, closing out the complaint immediately.
Be knowledgeable of, and prepared for, scheduled groups and meetings.
Take the time to read over their information and ensure that everything is in place for their arrival.
E-mail a daily report to the Guest Services Manager and General Manager recapping the shift including any issues, compliments, needs, etc.
Set up and prepare any game day activities subject to the hotel.
Keep inventory of service recovery items, office supplies, As If By Magic, and treat shop amenities informing the Guest Services Manager when items are low in stock.
Work in housekeeping one day a month to maintain the ability to aid in guest's housekeeping needs during the later shifts.
Job Type:
Full-time Schedule:
8 hour shift Day shift Holidays Night shift On call Weekends as needed Work setting:
In-person Ability to commute/relocate:
Cottondale, AL 35453:
Reliably commute or planning to relocate before starting work (Preferred)
Experience:
Hotel & Accommodations Guest Services Staff:
1 year (Required) Hotel management:
1 year (Preferred) IHG experience (Preferred) Work Location:
In person Job Type:
Full-time Pay:
$14.
00 - $16.
00 per hour
Benefits:
Employee assistance program Employee discount Flexible schedule Paid time off Referral program Schedule:
8 hour shift Day shift Evening shift Holidays Weekends as needed Work setting:
In-person Application Question(s):
Are you available to work weekends and holidays if needed? Have you ever been convicted of a felony? Do you have a desire to serve others/take care of people? Are you seeking part time or full time work? Are you able to perform the basic functions of the position?
Experience:
Front desk:
1 year (Required) Shift availability:
Day Shift (Required) Night Shift (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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