STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
Job Description: Guest Services Supervisor
Department: Front Office
Immediate Supervisor: Guest Service Manager
Status: Non Exempt
Company Vision: We are a progressive hotel management company committed to being a market leader in customer service and operating results. Through uncompromised ethics and values, the company will be a respected corporate citizen, contributing positively to its employees and the communities in which it operates.
Company Values: Rock Solid, The Fire Within, Impress, Wage Your Tail and Be The Future
Mission Statement: Impress Guests
Job Summary: Serve as the lead front desk agent and main guest service point of contact. Provide outstanding guest service by providing the guest with assistance in any area necessary, answer PBX, make reservations, check-in and checkout guests. In addition, post any charges incurred during stay.
Primary Duties and Responsibilities:
1. Impress Guests. Provide the highest quality of service to the guest at all times.
2. Represents the front desk as the front desk team leader. Assist the front desk with checking in and checking out guests, whenever necessary. Respond promptly to guest questions, complaints and requests. Ensure front desk staff are working with guests according to both Sterling standards and IHG brand standards. Ensure front desk shift checklists and required front desk representative duties are completed and that staff comprehends job expectations. Contributes to front desk personnel employee reviews that are conducted by the Guest Services Manager.
3. Work with immediate supervisor to create annual front desk team goals and ensure that team works to achieve those goals. Collaborates with the management team to review and revise goals as necessary to ensure the success of the hotel.
4. Serves as the IHG Brand Guest Experience Champion (if applicable). Work with front desk staff to manage the Problem Resolution and Service Recovery Program. Ensure front desk staff is trained in Promises Kept Workshop and ILEAD Service Recovery techniques.
5. Serves as one of the IHG Brand Loyalty Champions. Ensure that front desk staff is current with all IHG Rewards Club training programs. Manage and implement all IHG Rewards Club Program incentives, training, enrollment tracking, and branded promotional programs in conjunction with the Assistant General Manager.
6. Review and analyze IHG Merlin application data including but not limited to: Revinate for Social Listening, Heartbeat for Guest Satisfaction Scores, Loyaltyconnect, IHG Rewards Club Source, and WebGURU for Guest Relations Complaints. Ensure all Heartbeat data is reported to the appropriate department for corrective action. Work in conjunction with the Assistant General Manager to maintain compliance with staying current on MERLIN applications.
7. Maintain a clean, pleasant and professional image to the guest and wear the proper uniform at all times. Keep working area clean and organized.
8. Works with Social Media Champion to manage and maintain local hotel social media channels including but not limited to: Revinate applications, Expedia Partner Central, Tripadvisor, Yelp, Facebook, Twitter, Instagram, Foursquare, and IHG Guest Reviews.
9. Meets with Immediate Supervisor weekly to review front office departments, service recovery opportunities, supply ordering, and front desk training.
10. Provide assistance to other team members to contribute to the smooth operation of the department and the hotel.
11. Follow Sterling Initiatives with every guest.
I have read and understand the duties of my job as described above, and I understand that there may be times that I will be assigned other tasks (either with my department or in another department). I agree to perform all work assignments to the best of my ability in a safe, cooperative and courteous manner.
Team Member Signature: Date:
Team Member Printed Name:
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860