Guest Services Supervisor

Now Hiring: Guest Services Supervisor

Orange County, California

Luxury Hospitality 4-Diamond Property

About Us: 

Luxury Hospitality 4-Diamond Property, The Westin Anaheim Resort is a premier luxury hotel located in the heart of Anaheim, offering elevated accommodations, exceptional dining experiences, and a world-class service steps away from major attractions and business hubs. As distinguished member of Marriott's brand portfolio, we are committed to delivering outstanding guest experience while fostering a culture excellence, innovation, and teamwork.

Why Join The Westin Anaheim Resort?

• Be part of an award-winning AAA Four-Diamond luxury hotel recognized for exceptional hospitality and service.
• Collaborate with a talented team of hospitality professional dedicated to driving performance and exceeding guest expectations.
• Enjoy a competitive salary, comprehensive benefits package, and valuable Marriott associate perks.

Apply today and become part of the team shaping the future of luxury hospitality at The Westin Anaheim Resort

GENERAL DESCRIPTION:

Responsible for all Guest Services functions and staff. Areas of responsibility include Guest Services, Front Desk, VIP Desk, Business Center, Transportation, Fitness Center and Club Lounge. Directs and works with managers and employees to successfully execute all Guest Services operations, including guest arrival and departure procedures. Take and confirm reservations and cancellations, supply guests with information regarding property amenities, services, room features, transportation and local areas of interest and activities. Works to establish a safe and secure environment for all guests and associates. Stives to continually improve guest and employee satisfaction and maximize financial performance of the department.

WORK REQUIREMENTS:

Guest Services Supervisor Responsibilities:

• Supervise the day-to-day operations of Guest Services, Front Desk, VIP Desk, Service Express, Fitness Center, Transportation, Business Center and Club Lounge.
• This position carries out supervisory responsibilities in accordance with the organization’s policies, procedures and applicable laws.
• Establish and communicate performance criteria to all guest service department employees, and provide feedback to Guest Services Manager.
• Communicates with team members, both verbally and in writing, to answer questions and provide clear direction in advising and instructing staff in details of work, policies and procedures as instructed by Guest Services Manager.
• Interview, hire, process references including new hire paperwork to company standard, for all Front
• Office staff in compliance with state and federal laws and company policy.
• Provides timely and real-time feedback to Guest Services Manager and hourly associates on service and operational standards; including feedback on all levels of service and operational details.
• Adhere and have a complete understanding of the Safety Rules and Regulations.
• Monitor and develop team member performance to include, but not limited to, providing supervision and professional development and delivering recognition and reward as instructed by the Guest Services Manager.
• Maintaining and developing vendor relationships; attending any networking events to develop new relationships.
• Anticipating and taking proactive approach to any/all VIP arrivals, requests, outreach, and accommodations.
• Reviewing and verifying vendor, VIPs, groups, and transient guest postings; as well as maintaining proper inventory control.
• Working closely with other departments such as Marketing, Sales, Events, and Front Office.

Maintaining Property Standards

• Providing Exceptional customer and vendor service.
• Handles guest problems and complaints efficiently.
• Empowers, mentors and supports employees to provide excellent customer service.
• Displays leadership in guest hospitality by exemplifying excellent customer service and creating a positive atmosphere for guest and employee relations.

Managing Profitability:

• May be asked to assist in preparing employees schedules according to business forecast, payroll budget guidelines and productivity requirements as instructed by Guest Services Manager.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count.
• Responsible for scheduling in line with the monthly labor budget.
• Implement suggestive upselling strategies for the guest services team.

Managing and Conducting Departmental Activities

• Celebrate successes and publicly recognizes the contributions of the team members.
• Establishes and maintains open, collaborative relationships with employees.
• Ensures employees are treated fairly and equitably.
• Provides feedback to employees based on observation of service behaviors.
• Supervises employee’s ability to employee’s ability to execute departmental and property emergency procedures.
• Ensures property policies are administered fairly and consistently.

Major areas of responsibility include but are not limited to:

• Collaborate with Guest Services Manager to develop and carry-out ideas and procedures, and set goals to continuously improve department performance. Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Assist the Guest Services Manager with all department obligations and duties in relation to onsite amenities, events activities, staff productivity and guest requests.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Anticipate guest needs, respond promptly and acknowledge all guests, however busy and at any time of day.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Ensure all inhouse group activities, locations and times set and communicate to staff.
• Maintain a working knowledge of all hotel and departmental policies and procedures.
• Empowers associates to provide excellent customer service.
• Ensures on-going communication occurs in all areas of responsibility to create awareness of business objectives, awareness of expectations and recognition of exemplary performance.
• Verify brand required and service programs are in place and executed properly.
• Supply guests with accurate information about the property, its amenities, services, hours of operation, local area attraction and transportation.
• Ensure branded activities are scheduled and maintained.

Qualifications and Requirements

• Experience in luxury guest service (4-5 Diamond, 4-5 Stars) highly preferred.
• Two-year or four-year degree in Hospitality Management, Hotel and Restaurant Management, Business Administration or a related field preferred.
• Knowledge of effective office organizational practices.
• Ability to customize approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
• Ability to lead and participate as a member of a team to move the team forward.
• Strong team player and able to motivate a team.
• Bilingual capability preferred
• Excellent written and verbal communication skills.
• Must be able to effectively communicate both verbally and written with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Maintain regular attendance in compliance with the handbook policies.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Complete designated cashier and closing reports in the property management system.
• Count bank at the beginning and end of each shift. Balance and drop receipts according to accounting specifications.
• Perform other duties as requested by property department heads.
• Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Proven ability in leading and motivation of people.

EDUCATION & PHYSICAL REQUIREMENTS

• High School diploma or GED; 5 years of experience in Guest Services, Front Desk, or related professional area.

• Experience in the hospitality industry preferred

• Experience in 4 Diamond Rated Hotel preferred

• Opening hotel experience preferred.

• Demonstrated skills in supervising and leading an operations team to revenue goal achievement

• Must be able to walk/stand for long periods of time

• Excellent communication skills

• Must be able to weekdays, nights, weekends, and holidays.

• Great knowledge of chemicals

• Constant standing and walking throughout shift

• Occasional lifting and carrying up to 30 lbs

• Occasional kneeling, pushing, pulling, lifting

• Occasional ascending or descending ladders, stairs and ramps

• Frequently use hands for keyboard and arms to reach.

Communication Requirements:

• Able to communicate effectively in English/Spanish preferred, both verbally and in writing.
• Able to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.

Licenses/Certifications:

• Valid driver's license required

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