Guest Services Supervisor

Full-Time

The Guest Services Supervisor (Head Door/Bell Captain) manages the Bell and Door staff to ensure a smooth, efficient guest service operation. This role is crucial in delivering exceptional service while maintaining adherence to LQA (Leading Quality Assurance) standards. 

Summary of Responsibilities: 

Reporting directly to the Director of Front Office, the Guest Services Supervisor leads the Bell and Door staff, ensuring service excellence while upholding LQA standards. Key tasks include: 

• Deliver professional, friendly service to guests, anticipating and fulfilling their needs. 

• Address guest complaints and special requests promptly, maintaining high service standards. 

• Ensure VIPs and special guests receive tailored, exceptional service. 

• Supervise, train, and motivate the Bell and Door staff to maintain a high standard of service. 

• Monitor team performance, providing coaching to ensure adherence to LQA standards. 

• Manage daily staffing schedules and assignments for optimal service efficiency. 

• Oversee luggage handling and valet services, ensuring quick and efficient operations. 

• Ensure daily checklists for Bell and Door staff are completed accurately and on time. 

• Collaborate with the Front Office team to ensure smooth guest arrivals and special requests. 

• Responsible for training the team on LQA standards and ensuring they are consistently upheld. 

• Monitor guest interactions, offering feedback to maintain quality service levels. 

• Conduct regular evaluations and on-the-job coaching to reinforce service excellence. 

• Ensure accurate cash handling, shift closings, and payroll records. 

• Assist in managing guest accounts and settling balances. 

• Ensure all reporting (daily, monthly, quarterly) is completed on time and accurately. 

• Ensure all team members adhere to service and uniform standards aligned with hotel branding. 

• Promote the hotel’s loyalty program and upselling opportunities to maximize guest satisfaction. 

WHAT IS IN IT FOR YOU

• Competitive Salary
• Paid Time Off
• Medical, Dental and Vision Insurance, 401K
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities   

Rate of Pay: $27.00-29.00 per hour

Qualifications:

• Excellent written and verbal communication skills
• Must have excellent written and verbal communication skills, second language is an asset.
• Excellent telephone manners, telephone voice, organized and detail oriented
• Strong typing and clerical skills, and ability to multitask
• Past experience as a telephone operator a plus.  Must be proficient in Microsoft Office. 
• Strong interpersonal skills and English communication skills.
• Must be capable of carrying a minimum of 30 pounds, standing/sitting for long periods of time, Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera) and Windows; MS Office Suite an asset.
• Prior experience in customer service an asset.
• A passion for guest service.
• Excellent team spirit.
• Ability to handle many conflicting priorities at any given time.
• Ability to work well under pressure.
• Must be willing to work all shifts (incl. overnight shifts).

All your information will be kept confidential according to EEO guidelines.