Guest Services Supervisor

Guest Service Supervisor We are looking for an attentive, engaging, and service-oriented Guest Service Supervisor to join our team. The Guest Service Team Members are often the first in-person contact for our hotel guests. Your Team will support our guests' realized and unrealized needs throughout the hospitality experience at The Longfellow Hotel. The primary responsibility of a Guest Service Supervisor is to make sure our Guest Service Representatives are delivering and exceeding guest expectations, executing brand service standards, resolving guest challenges, and maintaining excellent communication with guests, peers, and supervisors. Responsibilities Greet guests and perform our custom Longfellow Hotel check-in/out procedures Follow all cash and credit card procedures required by hotel and brand standard Check expected departures and clear check out Update housekeeping room status Explain any of the hotel's promotional items, and mention various hotel amenities, (i.e. free breakfast, spa, fitness center, voice mail, etc.) to guests during lags in phone or in-person conversations Respond promptly to any guests' inquiries or complaints and offer alternate solutions if guest demand cannot be met Demonstrate commitment to servicing the guest by being hospitable and accommodating Document any guest accidents by completing the accident report form Qualifications High School diploma or GED preferred One year of hospitality experience required Customer service experience required Experience handling cash and credit card procedures Attention to detail The ability to provide accurate information to customers and co-workers and respond professionally to customer problems or complaints. The ability to read, write, add, and subtract US currency and comprehend instructions, short emails, and memos. The ability to follow written and verbal instructions and calmly adapt to changes, delays, and unexpected events while working. The Ability and flexibility to work various shifts including evenings, weekends, and holidays Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; and use hands to handle cash and equipment. The employee is occasionally required to sit and climb or balance. The employee must occasionally lift and/or move up to 40 pounds. What We Offer Competitive salary & benefits Excellent training and development opportunities Discounted hotel stays at all our properties First stay for free and 50% there out Access to Employee Rate program at New England Inns and Resorts Association (NEIRA) member properties Discounted meals at our food and beverage operations Twinflower Caf and Five of Clubs 50% Discounted services at our spa operations Astraea Enrollment in our Flex Spending Accounts (FSA) and Dependent Care programs Enrollment in Healthiest You, a medical services provider giving you virtual access to doctors and mental health specialists Voluntary enrollment in individual health insurance at a discounted rate Voluntary enrollment in dental and vision insurance at a discounted rate Voluntary enrollment in Uncommon Hospitality IRA plan matching up to 3% contributions