Guest Services Supervisor

Sheraton Palo Alto - Palo Alto, CA (26 days ago)4.0


GUEST SERVICES SUPERVISOR: Primarily responsible for assisting Guest Services functions, providing supervision and support to the departments inclusive of systems management, emergency calls, department scheduling, training of staff while achieving overall performance standards of the departments in areas of guest satisfaction, and a safe working environment. This role must ensure the delivery of prompt and courteous service to internal and external guests, maintain a team environment and assist to maintain established standards and policies and procedures and to control expenses. This role is high-pressured multi-tasked position, having continuous communication with Guest Services Agents and the In-Room Dining Servers on amenity coordination and all deliveries, acting as central communications point during emergency and/or crisis situations and promptly route internal/external calls to its destination. Respond to in-house guest concerns or complaints in a timely manner. Follow emergency, safety and security procedures including calling local fire, police, poison control, etc. This position will also work closely with the Front Office. May assist with other duties as assigned.

QUALIFICATIONS:
Some college, plus a minimum of one year experience as a Supervisor (preferred) or equivalent combination of education and experience (Hotel experience required).
Excellent organizational skills are essential, must be able to multi task, have outstanding attitude, enthusiasm, professionalism and attention to detail..
Must have a flexible schedule, and required to work nights, weekends, and/or holidays.
Must have strong conflict resolution skills and strong negotiation skills.
Must have the ability to develop and maintain a strong team environment.
Must be guest service focused, and understand expectations of hospitality demands.
Must have clear, concise verbal & written communication skills.
Excellent communication, interpersonal and administrative skills is required.
Proficient in MS Word/Excel and Power point is required and must be Internet savvy.
Must work well with others, be motivated, and display a positive energetic persona.
Excellent follow-up and multi-tasking ability
Enjoy working in a fast paced environment.
(ref. 33964)