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Start Your Hospitality Career with Wyndham Worldwide

Job ID: 
1813738
Job Function: 
Hotel/Resort Operations
Guest Services
Location: 
San Diego, California United States
Brand / Resort: 
Wyndham Hotels and Resorts
Schedule: 
Full-time

Guest Services Supervisor

18 Sep 2018

We are a full service San Diego waterfront hotel with 600 rooms and suites featuring furnished balconies with relaxing views of the sparkling Big Bay and panoramic skyline. Our 24,000 square feet of meeting space has recently been renovated and offers flexibility for distinctive conferences, reunions, weddings, and events. Our average tenure for 230 associates is 14 years of service that speaks to the dedication our associates have for the property, its people, and guest. Our hotel professionals stand ready to go the extra mile and deliver an exceptional experience. We are seeking professionals who have the Count on Me! spirit and are looking to grow their career. Wyndham San Diego Bayside presents the ideal opportunity to take your career to the next level!

 

The Guest Services Supervisor is responsible for assisting the Guest Services Manager and Director of guest Services while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

 

Duties and Job Functions

  • Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
  • Monitor all VIP and special guest requests.
  • Review Front Office log and Trace File daily.
  • Fully comprehend and operate all relevant aspects of the Front Desk computer system.
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  • Be aware of all rates, packages, and promotions currently underway as listed in the Red Book.
  • Be familiar with all in-house groups.
  • Be aware of all closed out and restricted dates.
  • Follow and enforce all Wyndham Hotels and Resorts credit policies.
  • Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
  • Maintain proper operation of the P.B.X. console and ensure that all standards are met, if applicable.
  • Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
  • Assist the G.S.M. in ensuring that employees are following and maintaining standards (i.e., answering phones, callbacks to guests, guest request log).
  • Have knowledge of and assist in all emergency procedures as required.
  • Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner.
  • Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
  • Responsible for issued house bank.
  • Be able to perform all duties of Guest Services Agent.
  • Run room status reports in a timely manner and relay necessary information to affected departments and individuals.
  • Monitor key control to maintain hotel security.
  • Ensure the maximization of room revenue through Rooms Merchandising.
  • Answer all guest inquiries in a timely and professional nature.
  • Be involved in departmental meeting, planning and execution.
  • Help maintain productivity levels at or above budgeted standards.
  • Assist in training and cross training of new hires and current employees on a regular basis.

 

 

 

 

Qualifications

General Requirements

 

  • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
  • Maintain  warm and friendly demeanor at all times
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
  • Attend all hotel required meetings and trainings.
  • Maintain regular attendance in compliance with Wyndham Hotels and Resorts Standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
  • Comply with Wyndham Hotels and Resorts and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
  • Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
  • Must be able to cross-train in other hotel related areas.
  • Must be able to maintain confidentiality of information.
  • Must be able to show initiative, including anticipating guest or operational needs.
  • Perform other duties as requested by management.

Education and Experience

  • High School diploma or equivalent required.
  • At least 2 to 3 years of progressive experience in a hotel or a related field required.
  • College course work in related field helpful.
  • Previous supervisory responsibility preferred.
  • Must have a valid driver's license for the applicable state.

Physical Requirements

  • Flexible and long hours sometimes required.
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Ability to stand during entire shift.

An Equal Opportunity Employer

Minorities/Women/Vets/Disabled

Drug Free Workplace