What are the responsibilities and job description for the Guest Services Supervisor - Full Time position at Amway Grand Plaza Hotel?
This is a Full Time position with various hours between 1st and 2nd shift. Weekend availability is required.
This position is eligible for full benefits (medical, dental & vision), DailyPay, 401K, paid vacation, tuition reimbursement, free downtown parking, free employee meals, hotel and restaurant discounts and more.
JOB OVERVIEW
This role provides the highest level of service for all our guests at the Bell Stand and other front office related areas (Concierge and Front Desk). While working efficiently and effectively this position displays above and beyond care for all associates and guests that they may come in contact with, while maintaining a professional manner. As the leader of the Bellstand team, the Guest Services Supervisor is responsible for setting the tone for the rest of the staff and demonstrating the proper ways to perform guest services. Overall, this person is to ensure that the Bellstand runs efficiently with the highest level of service.
ESSENTIAL JOB FUNCTIONS
General knowledge of OnQ PMS system.
Completing end of week Luggage storage.
Executing gift deliveries.
Assigning runs to individual Bell person.
Complete billing and pay outs for group masters and individual guest charges.
Ordering supplies for Bellstand monthly/weekly.
Oversee weekly bell cart inventory.
Ensure Bell carts are in good condition; maintained and cleaned regularly.
Assist with UPS and FedEx package delivery; assist guests with getting or moving packages.
Maintain constant communication with hotel leaders and Front Office leadership through email.
Maintain Bellstand email.
Maintain good relationship/communication with departments Bellstand works closely with: Valet.
Assist in the full training of new Bell person/valet.
Advanced knowledge of Grand Rapids/greater Grand Rapids area.
Maintain security of stored guest luggage.
Manage phone calls from internal/external guests.
Ability to operate a bell cart.
Ability to lift large parcels.
Ability to build guest relationships.
Ability to recommend and identify opportunities for guests.
Resolve guest concerns at first contact.
Attend departmental meetings.
Follow AHC handbook policies and standard operating procedures.
Actively working, always looking for ways to assists guests and going above and beyond to provide guest service.
Ensuring the quality and level of service that the General Manager, Director of Rooms and Front Office, and guests expect is excellent and follows our company standards and policies.
Reads or listens to daily Huddles.
Uses other AHC hotels and staff as resources.
Complete and ensure Bell people complete all daily responsibilities/cleaning task list.
Reporting any unusual behavior or issues to management.
Assist Director of Guest Services and Guest Service Managers with any additional tasks that may be asked.
RESPONSIBILITIES / EXPECTATIONS
Exceptional knowledge of hotel outlets.
Assisting guests with unusual requests.
Moving at a brisk pace to deliver/retrieve luggage.
Logging intake and delivery of all guest packages from the loading dock to guest room or meeting space.
Monitoring all bell carts, including guest carts and hotel cars and ensuring they are properly returned and inventoried consistently.
Ability to support front desk operation as needed (Check in, making new keys, answering questions, etc.)
OnQ knowledge for running reports and basic functions to support team
Answering phone calls.
Walking between hotels in the AHC campus along with the DeVos convention center.
Setting up guest amenities.
Conducting shoe shines for guests.
Working with integrity.
Following a checklist and all procedures.
Handling confidential guest information.
Follow our hotel green policies.
Ensure trash/recyclables are taken out.
Follow AHC guest service standards.
Actively work with department staff, while following all departmental rules.
Any other additional responsibilities that may be asked by General Manager, Manager on Duty or Supervisor.
QUALIFICATIONS
Must be able to stand for 8 hours.
Must be able to move at brisk paces for 8 hours.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Related experience is preferred.
High School Diploma or equivalent required.
Salary : $18 - $0
