Guest Services Supervisor

Guest Services Supervisor- The Cliffs Hotel & Spa The Cliffs Hotel & Spa is the premier oceanfront hotel on the Central Coast.
Come to work every day to beautiful ocean views of Pismo Beach! Be part of a team known for outstanding customer service that creates lasting, happy memories for all our wonderful guests.
The Cliffs Hotel & Spa is a locally owned business and proud supporter of our local Central Coast Community, providing donations and hosting community-focused programs throughout the year including free and philanthropic events.
We love our employees - we host employee appreciation events, offer daily discounted lunches from our restaurant, and offer special hotel benefits.
The Cliffs Hotel & Spa is continuously growing and expanding! We are seeking a gracious, thoughtful, and motivated full-time Guest Services Supervisor who can create a sense of luxury while engaging with guests.
We look forward to connecting with you! Position Summary: The Guest Services Supervisor is a hybrid position which oversees the reception desk, bell services and an elevated sense of guest service.
The Guest Service Supervisor also works with the Housekeeping, Sales, and Food and Beverage management in coordinating daily tasks, meetings and group activities.
The Guest Services Supervisor is responsible for executing high levels of guest service and satisfaction by demonstrating extensive knowledge of the hotel and area for hotel guests and local recommendations.
The Guest Services Supervisor plays a pivotal role in upholding The Cliffs mission of providing lasting, happy memories through genuine service and thoughtful amenities.
How it is important to our Mission: By supporting our staff, befriending our guests and striving to deliver an unforgettable experience for our guests the Guest Services Supervisor plays an integral role in upholding our three golden rules: Warm, generous and sincere greeting Actively Anticipate and over accommodate A fond farewell and an invitation to return Essential Functions of the job: Must be available to work 40 hours per week Must be available to work weekends, nights, and Holidays Maintains professional appearance and conduct at all times Coordinates the training of new front office personnel and assists with training of newly implemented procedures.
Supervises use and prevents negligent use of supplies and equipment minimizing waste, breakage, and misuse.
Communicates immediately and effectively in any situations which may require management assistance.
This may include employee-related issues as well as guest issues.
Directly collaborates with Signature Valet services, including scheduling, training, and monitoring valet staff performance to ensure Forbes 4-star minimum expectations are both met and exceeded for all guest arrivals and departures Manages the relationship between Guest Services and Signature Valet, including maintaining timely communication and reacting to staffing needs Front Office Maintains high standards through daily assignments and assists desk agents in doing the same.
Represents the hotel and executive management in a professional and positive manner to employees, guests, visitors, and vendors.
Ensures the Front Desk team meets and exceeds guest service standards by coaching to The 3 Golden Rules Monitors proper scheduling of the reception desk and bell services and covers shifts as necessary.
Creates and maintains scripting standards and guidelines for guest interactions.
Acts as Hotel Manager when necessary.
Perform tasks as assigned.
Concierge Handling all arriving, in house and departing guest requests and services Take immediate corrective action when guests' needs are not met Responds to and assists with managing Revinate reviews, partnering with other Front Office management to take action based on guest responses Maintains proper housekeeping in hotel lobby, including Guest Services workstation, lobby entrance, and front driveway, to create a sense of luxury as the guests' first impression.
Entrance mats free of debris, trash receptacles frequently emptied, etc Be familiar with and keep updated and current information of local events Have current information pertaining to the opening and closing of local businesses Develops contacts throughout the city to benefit the hotel and hotel guests Be familiar with entire staff and keep staff informed of pending guest issues VIP Experience Manages all hotel VIP experiences, including personally welcoming all VIPs to the hotel Reviews all VIP reservations by running daily reports and preliminary arrival reports to properly plan smooth, accurate and elevated check-in experience for all hotel VIPs Inspects preset VIP rooms, correcting and addressing areas of concern as needed Ensures VIP room amenities are properly communicated and delivered in a timely manner Additional Job Duties: Flexible work schedule Able to work weekends and holidays Completes delegated tasks and projects; assists other departments as business volumes and staff levels demand.
Completes supervisor checklist and ensures agents complete their checklists; informs management if there is anything that time does not permit.
Completes tasks and projects delegated by management Assists in emergency and security procedures as directed by management Assists in other departments as needed, this may include Valet, Front Desk, and Reservations, as requested by Front Office Manager Assists with any hotel programs as needed Education, Experience, Skills: High school diploma Working knowledge of guest services in a luxury hotel setting.
Excellent command of English language.
Ability to work with people effectively.
Ability to multitask and work in mentally demanding situations.
Responsible Beverage Service (RBS) certified Physical Requirements: Ability to stand continuously for the duration of the shift (eight or more hours).
Ability to lift small packages (excess of 50 pounds).
Be able to stretch, bend, bend and lift frequently up to 40 pounds in weight.
Ability to work in stressful situations.