The Guest Services Supervisor is responsible for assisting the General Manager with all operations of the Front Desk, reservations, guest services, and housekeeping in conjunction with all other departments of the property to ensure a positive guest experience. The supervisor will assist the GM with ongoing training and supervising of the front desk staff. The supervisor promotes, supports and enforces hotel policies, procedures and programs. The Supervisor is responsible for assisting the General Manager in responding to all guest issues and ensuring a timely and satisfactory response, and will notify the GM of any issues within the Hotel. The supervisor will work with the GM to ensure property maintenance and brand standards are met at all times, and that issues are addressed immediately and effectively.
Supervise all operational functions of the Front Desk, such as proper billing, accurate guest reservations, registration and check out.
Ensure the successful completion and accurate billing for all departing guests, groups or special accounts.
Support and promote all hotel and company policies, procedures and programs. Respond properly and take a supervisory role in any emergency or safety situation involving the hotel and its guests if the GM is not available.
Conduct room and lobby inspections to ensure proper standards of quality, service, cleanliness and control are met.
Consistently maintain a neat, organized and clean workspace and appearance.
Train, supervise, develop, motivate, recognize, counsel, and discipline Hotel staff in conjunction with the GM.
Review for familiarity all arrivals, departures, groups, VIPs, and returning guests. Coordinate room assignments, amenity delivery, special requests, etc. Update Guest information in PMS.
Provide general information to guests and staff regarding hotel services, hours of operation, key personnel, daily activities and special functions.
Respond to guest comments effectively and promptly with follow up to ensure guest satisfaction.
Effectively communicate and report any guest service, maintenance or housekeeping needs, with Front Desk team, upper management and Hotel staff using all tools available (conversation, phone, voicemail, e-mail, pass along etc, where necessary).
Maintain close working relationships with all departments of the property to ensure maximum productivity, cooperation, morale and guest service.
Develop and maintain professional relationships with guests, patrons, clients, group contacts and service providers to ensure superior personalized service.
Assist the GM with ordering, stocking and inventory of all hotel, housekeeping and front desk supplies including but not limited to linens, mini bar supplies, maintenance supplies and front office supplies
Assist the GM and Retail program with restocking, inventory and training on retail.
Work with the GM to ensure the timely attention and completion of all property maintenance when the GM is not present.
Assist in other areas of the hotel as needed.
Work Front Desk shifts as needed, including evenings, weekends and holidays.
The Front Desk Supervisor will work closely with the GM to ensure proper training of all front desk staff, including ongoing training.
The Front Desk Supervisor will work with the GM to ensure brand standards of property maintenance and cleanliness are met.
The Front Desk Supervisor will effectively delegate, problem solve, follow up, communicate and use both common sense and organizational tools to ensure that the business standards of operation are met at all times.
Previous guest service experience required; hotel front desk experience preferred
1–3 years of prior supervisory experience preferred
Exceptional verbal and written communication skills in English
Proficiency in computer systems and standard office equipment
Strong customer service orientation with a professional demeanor
Willingness to work weekends, holidays, and varied shifts
Frequent standing and walking through the shift, including moving between the front desk, lobby and other guest areas.
Ability to navigate the property, which may include uneven surfaces, or outdoor areas
Occasional lifting, carrying, pushing, or pulling of items up to approximately 20-25 pounds (e.g. packages, supplies, guest items).
Frequent use of hands and fingers to operate computers, telephones, key systems and office equipment.
Ability to read screens, printed materials and reservation details; close and distance vision required.
Occasional reaching, bending, stooping, or crouching to access materials, assist guests or lightly clean
Ability to to sit for prolonged periods at the front desk
Ability to work indoors and outdoors, potentially in varying weather conditions and temperatures
Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The rate referenced in the job posting is the budgeted hourly rate that Hotel Ynez reasonably expects to pay for this position.
Hotel Ynez provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, ancestry, national origin, religion, creed, age (40 and over), disability (mental & physical), sex, gender, sexual orientation, gender identity, gender expression, medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by federal, state or local laws.
Submission of satisfactory proof of your identity and your legal authorization to work in the United States will be required.
The above responsibilities and expectations listed are intended to give a general overview of the position and are not all encompassing of the role. Further responsibilities and tasks may be assigned as needed given business demand and expansion.
Hotel Ynez by Nomada Hotel Group is a secret-garden-like sanctuary tucked away on two acres at the crossroads of Santa Ynez and Solvang. The 22 bohemian-chic guestrooms border sprawling central grounds with heritage oak trees, fire pits, fountains, daybeds, picnic tables, hammocks, a bocce ball court, and a heated 21-and-over pool.
