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 at Embassy Suites in Grand Rapids, MI, is generally considered to be on the lower end of the scale for similar roles in the hospitality industry. In this region, the average salary for a Guest Service Supervisor typically ranges from $20 to $25 per hour, depending on factors such as experience, level of responsibility, and specific hotel brand standards. While the pay may attract entry-level candidates or those seeking part-time work, it may not be competitive for experienced professionals, particularly when considering the cost of living in the area and the growing demand for skilled hospitality staff.

Job description:

Embassy Suites Downtown offers a vibrant and fast-paced work environment with numerous opportunities for professional advancement. We invite you to join an exceptional team in the hospitality industry.

Starting Wage: $18/hr (commensurate with experience)
Shift: Flexible, with a preference for 1st shift staffing.

Benefits:

• Discounts for hotel and restaurant services
• Earned Paid Time Off for all team members
• Comprehensive insurance options (health, vision, dental, life) for full-time team members
• Flexible working schedules
• Holiday pay
• 8 hours of paid volunteer time annually
• Opportunities for career advancement and professional development
• Monetary recognition program
• Referral bonus program
• 100% paid maternity, paternity, or adoption leave for eligible employees under FMLA
• Employee Assistance Program (EAP) through Pine Rest, offering up to 3 free counseling visits, an online resource library, and access to consultations in legal, financial, and elder care services

As a Guest Service Supervisor, you will play a critical role in enhancing sales and delivering outstanding guest service in alignment with Suburban Inns’ core values and brand standards. You will also ensure that guest satisfaction remains a top priority, supporting our team of Guest Service Representatives in delivering premium service aimed at maximizing occupancy and revenue.

Essential Functions:

• Assume all responsibilities of Guest Service Representatives as outlined in their job description.
• Assist in the recruitment, hiring, and evaluation of Guest Service Representatives.
• Participate in the orientation, concierge, and brand training for newly hired staff.
• Ensure Guest Service Representatives effectively promote the property in accordance with Suburban Inns standards.
• Collaborate with the sales department to identify and pursue new business opportunities for the hotel.
• Hold team members accountable for adhering to employment standards and job performance expectations set forth by Suburban Inns’ core values.
• Maintain cleanliness and organization in the front desk area.
• Rotate weekend Manager on Duty shifts as necessary.
• Monitor daily inventory in the Property Management System and address any discrepancies.
• Conduct property inspections throughout the shift, addressing issues such as debris, used towels, and other items to uphold cleanliness and safety. Report security concerns to the appropriate department and the Guest Service Manager.
• Complete emergency training as specified by brand standards and maintain a thorough understanding of emergency procedures to ensure safety and security protocols are adhered to by all staff.
• Adhere to standard accounting procedures, including processing guest charges, accepting payment upon check-in, monitoring high balances, cash transactions, and ensuring balanced cash drawers.
• Deliver exemplary guest service by:
  • Providing information about hotel policies, services, and amenities.
  • Addressing guest inquiries regarding directions, dining, and entertainment options.
  • Professionally resolving guest issues and concerns.
  • Reviewing guest feedback and assisting with service recovery efforts.
  • Promoting enrollment in loyalty programs while exceeding brand service expectations.
  • Facilitating communication among hotel departments.
  • Complying with all Suburban Inns processes.
  • Consistently demonstrating attendance and punctuality.
  • Performing additional duties as assigned by management.

Position Requirements:
Minimum Knowledge: Competence in interpreting information, performing basic arithmetic functions, and utilizing typing and computer skills, including proficiency in various applications, record keeping, and word processing. Strong communication skills are essential.

Education and Experience: A high school diploma or equivalent experience is required, along with a minimum of one year of experience in a Guest Service Representative role. Experience with a recognized brand is preferred.

Licensure and Certification: First Aid/CPR certification and TIPS training are required (may be completed upon hire).

Work Schedule: Regular work shifts may include day, evening, night, holiday, and weekend assignments, varying in response to business demands.

Required Travel: This position may necessitate travel to other Suburban Inns locations for training purposes; all other duties will be performed onsite.

Uniform and Appearance Standards:

• Uniform: Business professional attire. A name tag will be provided. Team members are responsible for wearing Suburban Inns-approved footwear.
• Appearance: Management approval is required for facial piercings. Hair must be well-groomed, and any visible tattoos that are not covered by the uniform must have prior written approval from management. Tattoos deemed offensive based on various critical characteristics are not permitted and must be concealed at all times. This policy will be enforced by the supervisory staff, maintaining a fair and non-discriminatory implementation.

As a dynamic organization in a rapidly evolving industry, the responsibilities of this role may be subject to change based on business needs, and you may be asked to undertake additional or varied responsibilities as required.

Job Posting Date: Sat, 23 Nov 2024 23:11:21 GMT

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