Guest Services Supervisor

About the role

250 rooms | 17,634 sq. ft. total event space across 13 meeting rooms Amenities include: on-site restaurants (La Grotta, 1885 Café & Market), lobby bar (Gather & Hem), indoor pool, fitness center, EV charging, banquet & meeting support. Located in the heart of Virginia's capital in the historic Miller & Rhoads building, this hotel is just steps from the Richmond Convention Center and Virginia State Capitol. Blending historic charm with modern amenities, it provides an engaging downtown environment for hospitality professionals serving both business and leisure travelers. Maintain complete knowledge at all times of: o All hotel features/services, hours of operation. o All room types, numbers, layout, decor, appointments and location. o All room rates, special packages and promotions. o Daily house count and expected arrivals/departures. o Room availability status for any given day. o Scheduled in-house group activities, locations and times. o All hotel and departmental policies and procedures. - Meet with departing Front Desk Supervisor or Night Auditor to review business status and follow up items - Access all function of computer system according to established procedures and standards - Answer department telephone within three rings, using correct greeting and telephone etiquette - Check Front Desk and storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify any cleanliness/organization deficiencies - Review the previous day's occupancy and room revenues. Monitor revenues derived from telephone, garage and sundries. Monitor expenses (telephone, cost of sales, supplies, commissions and labor). Resolve discrepancies with Accounting. Track actual numbers against budget - Ensure that staff report to work as scheduled. Document any late or absent employees - Coordinate breaks for staff - Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations which could compromise the department's standards and delegate these tasks - Conduct pre-shift meeting with staff and review all information pertinent to the day's business - Inspect grooming and attire of staff; rectify any deficiencies - Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel - Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel to include Front Desk staff, PBX Staff, and Reservations Staff - Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently - Monitor communication logs and ensure that guest requests are followed up within 20 minutes. Check for repetitive problems and follow through on any unresolved requests - Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. Handle guest reports on theft from safe deposit boxes according to hotel procedures - Monitor guest mail and ensure that it is processed according to procedures - Monitor and ensure that express check-outs are processed through the system correctly in accordance with hotel check-out standards - Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel - Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day - Assist guests with reports of lost or stolen articles, following hotel policy - Adhere to hotel requirements for guest and employee accidents or injuries and in emergency situations - Contact newly registered guests ten minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures - Ensure security of guest room access - Monitor and ensure that all cashiering procedures comply with Accounting policies and standards: o Contracted banks o Shortages and Overages o Late charges o Petty cash and paid outs o Adjustments o Posting charges o Making change for guests o Cashing personal or travelers checks o Payment methods or processing o Settling accounts o Closing reports o Cashier reports o Balancing receipts o Dropping receipts o Securing banks - Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures - Anticipate sold-out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and "walk" guests, following hotel policies and procedures - Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages. Maintain curren

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