Guest Experience Supervisor

Summary of Position

The Guest Experience Supervisor will work alongside Front Office and F&B Associates as well as assist the General Manager and Director of Sales. Their primary role is to elevate guest experiences and achieve exceptional customer satisfaction through quality of service and compliance with Brand and BAH Operating Procedures. They will serve as a role model for culture by creating a positive work environment that results in exceptional guest and Associate experiences.

Requirements

• Has a minimum three (3) years of customer facing experience.
• Has a minimum of one (1) year of hotel Guest Services experience
• Effective verbal and written communication skills in English.
• Willing to work weekends and holidays based on business needs.

General Responsibilities

• Stay guest focused and nurture an excellent guest experience.
• Have an in depth understanding of all Operating Procedures.
• Serve as a support resource for Guest Services, Sales and Food and Beverage.
• Assist in completion of daily, weekly, and monthly activities in all supported departments.
• Ensure effective communication and collaboration between all hotel departments.
• Be a Brand Ambassador for the hotel.
• Be a Brand Loyalty Ambassador for the hotel.
• Be a Culture Ambassador for the hotel.
• Act as the Manager on Duty (MOD) when scheduled as such by Management.

Specific Responsibilities

• Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Operating Procedures.
• Provide exceptional customer service to all guests.
• Ensure compliance of all SOP’s.
• Be proficient in all Front Office equipment such as Property Management System, Key Machine, Credit Card Terminal,
• and Point of Sale System
• Fully understand and be able to perform all duties of Guest Service Agents, Night Audit, and F&B Roles
• Work shifts in Guest Services and F&B as coverage is needed.
• Assist in all onboarding and training for new Guest Experience and F&B associates per Company Standards.
• Assist in training Guest Experience and F&B associates on emergency and security procedures and policies.
• Ensure all Brand scores are meeting and/or exceeding minimum standards.
• Ensure appropriate pass down communication between shifts is followed through shift notes.
• Motivate, coach, and promote collaboration amongst Guest Experience and F&B associates daily.
• Stay updated on all Brand standards.
• Monitor and evaluate all Franchise loyalty program procedures to ensure standards are met.
• Review, respond to, and share all guest feedback with Guest Service and F&B associates (reviews, surveys, etc.).
• Conduct analysis on all chargebacks received.
• Audit all commission invoices including OTAs, Groups, and other third part agencies.
• Assist sales with lead generation, contracts, group blocks and other duties as requested.
• Other tasks, projects and duties as assigned by Management.

Optimum Attributes:

• Willing to take responsibility and accountability for the team.
• Strong attention to detail & ability to multitask.
• Epitomize professionalism.
• Determined and motivated to meet and exceed expectations.
• Reliable, responsible, and dependable
• Highly developed verbal and written communication skills
• Motivating team player
• Active & attentive listener
• Open with praise; discreet with criticism.
• Emphatic and tolerant
• Consistent and influential
• Rational, prudent, and practical

Performance Standards:

• TBD