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Guest Service Supervisor-Crowne Plaza Kansas City Downtown

Company: Hotel Equities
Location: Kansas City
Posted on: May 26, 2023

Job Description:

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Service Supervisorfor the Crowne Plaza KC Downtown in Kansas City, MO.

Job Purpose:

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they've made the right choice to stay with us.

  • Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
  • Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
  • Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
  • Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote "preferred" guest program and provide recognition and benefits to all current members.
  • Accept payment for guests' accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.
  • Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
  • Promptly respond to and resolve guest complaints
  • Answer telephone promptly and properly being polite, courteous, and friendly
  • Be friendly, thorough, accurate and efficient in taking reservations
  • Be friendly, thorough, accurate and efficient in performing Check-ins
  • Be friendly, thorough, accurate and efficient in performing Check-outs
    (If applicable) Operate or assist with shuttle or transportation Service in a timely and courteous manner
    • Assist guests with luggage upon their arrival to and departure from the hotel
    • Use the guests' names
    • Be knowledgeable and helpful about the local area, the hotel and hotel services
    • Handle messages, wake-up calls, mail, and faxes properly
    • Assist guests' with laundry/dry cleaning needs
    • Know of incoming VIPs
    • Follow all applicable Company Standard Operating Procedures.
    • Perform other assignments as directed by the General Manger.
    • Be an enthusiastic, helpful and positive member of the team
    • Be professional, responsible and mature in conduct and behavior
    • Be understanding of, encouraging to and friendly with all co-workers
    • Be self-motivated and use time wisely
    • Maintain open line of communications with each department
    • Communicate pertinent information
    • Respond positively to new ideas
    • Openly accept critical/developmental feedback
    • Maintain effective communication through the use of meetings, log books and bulletins
    • Be available to help other departments in emergency situations
    • Adhere to all work rules, procedures and policies established by the company including, but not
    • limited to those contained in the associate handbook.
    • Safety and Security Skills
    • Properly handle and account for keys
    • Be knowledgeable of policies regarding emergency procedures and security concerns
    • Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available
    • Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items
    • Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
    • Have full understanding of franchise honors program
    • Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures:
    • Verifies all information on reservations check-in; name, address, method of payment, etc.
    • Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers
    • Identifies and records special billing instructions and notifies accounting
    • Completes shift closing accurately by getting appropriate approval signatures and authorization codes
    • Adheres to hotel policies regarding the use of cash banks
    • Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
    • Report potential sales contacts to the sales department protection of guests' room numbers.

      Qualifications and Requirements:

      High School diploma /Secondary qualification or equivalent.

      Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

      Previous hotel front desk experience required

      This job requires the ability to perform the following:
      • Must be able to speak, read, write and understand the primary language(s) used in the workplace.
      • Must be able to read and write to facilitate the communication process.
      • Requires good communication skills, both verbal and written.
      • Must possess basic computational ability.
      • Must possess basic computer skills.
      • Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.
      • Most work tasks are performed indoors. Temperature is moderate and controlled by hotel
        environmental systems.
        • Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.
        • Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
        • Must be able to lift up to 15 lbs occasionally.
        • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing,
          listening and hearing ability and visual acuity.
          • Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates
          • Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
          • Ability to spend extended lengths of time viewing a computer screen.
          • Requires manual dexterity to use and operate all necessary equipment.
          • Must have finger dexterity to be able to operate office equipment

            • Being passionate about people and service.
            • Strong communication skills are essential when interacting with guests and employees.
            • Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
            • Basic math skills are used frequently when handling cash or credit.
            • Problem-solving, reasoning, motivating, and training abilities are often used.
            • Have the ability to work a flexible schedule including nights, weekends and/or holidays

              Amazing Benefits At A Glance:
              • Team Driven and Values Based Culture
              • Medical/Dental/Vision
              • Free Meals
              • Vacation & Holiday Pay
              • Free Parking On Site
              • Same-day pay available
              • Employee Assistance Program
              • Career Growth Opportunities/ Manager Training Program
              • Reduced Room Rates throughout the portfolio
              • Third Party Perks (Movie Tickets, Attractions, Other)
              • 401(k)
              • Employee discount
              • Flexible schedule
              • Flexible spending account
              • Life insurance
              • Parental leave
              • Referral program

Keywords: Hotel Equities, Kansas City , Guest Service Supervisor-Crowne Plaza Kansas City Downtown, Hospitality & Tourism , Kansas City, Kansas

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