Guest Service Supervisor – Embassy Suites-Suburban Inns

Job Description

Job Title: Guest Service Supervisor – Embassy Suites

Company: Suburban Inns

Location: Grand Rapids, MI

Pay: $18 per hour

AI Pay Analysis: An hourly rate of $18 for a “Guest Service Supervisor” position at Embassy Suites in Grand Rapids, MI, is on the lower end of the competitive spectrum. According to various salary resources, the typical pay range for similar roles in the hospitality industry generally falls between $20 and $25 per hour, depending on factors such as experience and specific job responsibilities. Additionally, considering the cost of living in Grand Rapids and the increasing demand for skilled personnel in the hospitality sector, the offered rate may not align well with industry standards, which could affect the organization’s ability to attract and retain qualified candidates.

Job description:

Embassy Suites Downtown offers a dynamic and high-energy work environment, providing extensive opportunities for career advancement within the hospitality industry. We invite you to become a part of an exceptional team committed to excellence.

Starting Wage: $18/hour – commensurate with experience
Shift: Primarily 1st shift with flexible scheduling options

Benefits:

• Discounts at hotel and restaurant locations
• Earned Paid Time Off for all team members
• Comprehensive insurance packages (health, vision, dental, and life) for full-time team members
• Flexible scheduling
• Holiday pay
• 8 hours of paid volunteer time annually
• Opportunities for advancement and professional development
• Monetary recognition and referral programs
• 100% paid maternity/paternity or adoption leave for eligible employees under FMLA
• Employee Assistance Program (EAP) through Pine Rest, offering three complimentary counseling sessions, online resources, and access to legal, financial, and elder care consultations

As a Guest Service Supervisor, you will play a key role in implementing effective sales techniques and delivering exceptional guest service in alignment with Suburban Inns’ core values and established brand standards. Your commitment to going above and beyond will help ensure complete guest satisfaction. This position assists in maintaining the highest quality of service provided by Guest Service Representatives to optimize revenue and occupancy, while also supporting the property’s sales initiatives.

Essential Functions:

• Fulfill all essential responsibilities of the Guest Service Representative role
• Support the interviewing, hiring, and performance evaluation of Guest Service Representatives
• Facilitate on-boarding and training sessions, including property-specific, concierge, and brand training for newly hired Guest Service Representatives
• Ensure all Guest Service Representatives are promoting the property in accordance with Suburban Inns standards
• Collaborate on strategies to identify new business opportunities for the hotel and communicate insights to the sales department
• Hold team members accountable to employment standards and performance expectations defined by Suburban Inns’ core values and brand
• Maintain a clean and organized workspace at the front desk
• Rotate Manager on Duty shifts during weekends, as needed
• Monitor inventory within the Property Management System daily and resolve any discrepancies
• Conduct property walk-arounds throughout your shift to address any issues, ensuring cleanliness and safety; report any concerns to the appropriate department and Guest Service Manager
• Complete necessary emergency training in alignment with brand standards, ensuring familiarity with emergency procedures and safety protocols
• Adhere to proper accounting procedures, including accurate posting of guest charges, payment methods established at check-in, cash handling, and balanced cash drawers
• Provide exemplary guest service while promoting the service philosophy among team members, which includes:
  • Offering information about hotel policies, services, and amenities
  • Responding to guest inquiries regarding nearby attractions, dining, and entertainment
  • Resolving guest complaints and concerns in a tactful and professional manner
  • Assisting in reviewing guest feedback and facilitating service recovery
  • Exceeding brand standards and fostering member enrollments
  • Ensuring effective communication across all hotel departments
  • Adhering to all Suburban Inns processes
  • Demonstrating consistent attendance
  • Performing other duties as assigned by management

Position Requirements:
Minimum Knowledge: The role requires the ability to interpret and extract information and perform basic arithmetic functions. Proficiency in typing, computer applications, record-keeping, and word processing, along with strong communication skills, is essential.

Formal Education and Experience: A high school diploma or equivalent is required, along with a minimum of one year of experience as a Guest Service Representative. Previous experience with brand standards is preferred.

Licenses and Certifications: First Aid/CPR Certification and TIPS training (may be completed upon hiring).

Work Schedule: The position requires availability for varying shifts, including days, evenings, nights, holidays, and weekends, depending on business needs.

Travel Requirements: This role may necessitate travel to other Suburban Inns locations for training, with all other tasks performed on site.

Uniform and Appearance Guidelines:

• Uniform: Business professional attire is required. A name tag will be provided, while appropriate shoes must be procured by the team member.
• Appearance: Approval from management is required for all facial piercings. Hair must be neat and professional. Any visible tattoos must receive written approval from management, especially those that could be considered offensive based on sensitive attributes. This policy will be enforced uniformly and fairly.

As a dynamic organization within a rapidly evolving industry, we recognize that job responsibilities may shift according to business requirements. Therefore, you may be required to undertake additional and/or varied tasks beyond those outlined above.

Job Posting Date: Sun, 24 Nov 2024 05:28:18 GMT

Apply now!