Guest Services Supervisor

The growth and success of our company is driven by the participation, commitment, and performance of our team members. Achieving high levels of Client, Guest and Employee Satisfaction is a challenging task requiring qualified and enthusiastic people in a wide variety of positions. We seek qualified candidates who share our vision, values, and desire for achieving excellence. We are currently hiring professionals seeking to advance their Hospitality Careers! The Olympia Companies is looking for qualified and enthusiastic candidates to join our team!

At Hyatt Place Cleveland/Westlake/Crocker Park the position assists the Rooms Division Manager with overseeing the safe and efficient operation of the front desk, bar, and gallery kitchen; maximizes profitability, and ensures high levels of guest satisfaction are achieved. This position may direct the work of others, i.e. delegate tasks, and provide training & support, and resources to the front desk staff.

Additionally, this position works as part of a team to deliver attentive, friendly, efficient and hospitable service. This includes effective communication, reservation sales, handling all guest accounts efficiently and accurately, and assisting in all phases of guest experience such as check-in, check-out, problem resolution, and F&B service. They act as the manager on duty in the absence of the Rooms Division Manager.

Hours for this position are primarily 3pm - 11pm and must have flexibility to work outside those hours as business demands fit.

You are able to earn tips as this position does require some bar-tending.

Benefits

Olympia Hospitality's comprehensive benefits package reflects our commitment to the well-being and security of our team members.

• We provide health, dental, and vision insurance, ensuring access to essential medical services.
• Our 401K program includes a matching component, assisting employees in planning for their future retirement.
• Flexible Spending Accounts (FSAs) for medical and childcare expenses offer tax-saving opportunities.
• Team members also enjoy seven paid holidays annually, fostering work-life balance.
• Additionally, we offer employer-paid life insurance, along with options for dependent and employee-paid life insurance coverage.
• Short-term and long-term disability benefits further safeguard employees against unexpected financial challenges, providing peace of mind and support during difficult times.
• Our paid time off benefit provides flexibility to take time off for vacation, personal needs, or illness while still receiving their regular pay.
• Additional benefits may be available based on the individual hotel that is hiring.

Responsibilities

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Always maintain a friendly and warm demeanor. Ensure that employees are always attentive, friendly, helpful and courteous to all guests, managers and fellow employees.
• 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 offered
• 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 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.
• Answer all guest inquiries in a timely and professional nature.
• Assist in training and cross training of new hires and current employees on a regular basis. Attend meetings/training as required by management.

Skills Required

• Leadership, problem-solving, and basic computer skills; ability to share knowledge and teach others to perform tasks, high-level customer service, effective communication with guests and team members, able to follow instructions, learn quickly, pay attention to detail, and maintain composure when working under pressure.

Experience / Education

• Minimum of 2 years prior customer service experience preferred; general knowledge of bookkeeping and audit procedures helpful; high school diploma or equivalent combination of education and work experience.
• Strong knowledge of Opera, Colleague Advantage, and Micros

Physical Demands

• This is a physically demanding job that requires extended periods of walking, standing and occasional lifting of up to 50 pounds (computer paper, guest luggage etc.). Reasonable accommodations may be made to enable eligible individuals to perform the essential functions.

The Olympia Companies is an equal opportunity employer and is committed to providing employment opportunities to qualified applicants without regard to such characteristics as race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability, genetic information, protected veteran status or any other factor protected by applicable law.