Guest Services Supervisor

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Supervisor for the Hilton Garden Inn Redmond in Redmond, WA. We are looking for a customer service pro and up-and-coming hotelier with attention to detail and passion for growth to assist in the management of an excellent front desk department.

Job Purpose:

Duties & responsibilities include the following: Ensure compliance with standards and regulations, customer satisfaction and protection of the guests, staff and assets. Continuously improve the hotel's ability to anticipate our guests' needs, to quickly and efficiently investigate the root causes of problems and to provide immediate and permanent resolution in order to enhance our guests' satisfaction prior to departure. Position is responsible for supervising nightly operations. May recommend and implement procedural, safety changes. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

• Supervise the operations of the hotel to ensure compliance with SOPs, safety regulations and an optimal level of service and hospitality are provided to the guests
• Hire, train, direct the work of, resolve issues/problems and coach and counsel the Loss Prevention employees to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Maintain preparedness and implement emergency procedures when appropriate to protect the hotel guests, staff and assets.
• Implement customer satisfaction program, tracking system and follow-up solutions, report results to Executive Committee.
• Issue appropriate correspondence to dissatisfied customer's on behalf of the hotel to achieve satisfaction and customer loyalty.
• Prepare reports and communications to the Hotel Executive Committee on guest incidents/problems, staffing issues/problems, potential safety hazards and other pertinent information regarding night operations.
• Handle all customer inquiries regarding hotel events, outlets, directions, local attractions, transportation, etc.

Qualifications and Requirements:

OPEN AVAILABILITY REQUIRED - This position will likely include daytime, weekends and evening shifts.

High School diploma /Secondary qualification or equivalent.

Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards is preferred.

This job requires the ability to perform the following:

• Requires thorough knowledge of the hotel services and guest relations profession.
• Requires knowledge of hotel policies and procedures and the ability to determine course of action based on these guidelines.
• Supervision/management skills.
• Oral and written English communication skills; second language is desirable.
• Moderate hearing required for constant guest and associate communication during shift.
• Excellent vision required for computer work, analyze report data, read customer responses, tour property for attention to detail, etc.
• Excellent speech communication skills required to communicate with guests in directions, problems, train staff, staff presentations, telephone communications.
• Excellent comprehension and literacy required to analyze report data, prepare reports, respond in writing to guests, prepare training programs

Other:

• Being passionate about people and service.
• Strong communication skills are essential when interacting with guests and employees.
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem-solving, reasoning, motivating, and training abilities are often used.
• Have the ability to work a flexible schedule including nights, weekends and/or holidays

Amazing Benefits At A Glance:

• Competitive Compensation
• Employee parking- FREE!
• Employee Food Discounts
• Team Driven and Values Based Culture
• Medical/Dental/Vision
• 401K with match
• Paid Sick and Vacation Time
• Employer Paid Life Insurance
• Employee Assistance Program
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio (Book hotel rooms worldwide starting at $40!)
• Third Party Perks (Movie Tickets, Attractions, Rental Cars, Gift Cards, Electronics)

Job Type: Full-time

Pay: $24.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Application Question(s):

• What is one of your most proudest accomplishments?
• What would be 3 characteristics that would describe you best?

Experience:

• Hotel experience: 1 year (Preferred)

Shift availability:

• Night Shift (Required)

Work Location: In person