Mokara | Valet Supervisor

Full-Time

Overview:

The Guest Services Supervisor oversees all areas of operation relating to the guest experience for the Bell Stand, Front Door, and Concierge andto manageGuest Servicesfunctions anddirectly.

Responsibilities:

• Ensure that all arriving anddepartingguests are treated with maximum courtesy and are served expeditiously.
• Maintain continuous liaison with Front Desk, Reservations desk, and Housekeepingstaff to guarantee that guests are receiving quality services that exceed their expectations.
• Be alert to potential problems and malfunctions of hospitality services and make on-the-spot corrections.
• Participate with other members of management in developing plans to deliver special services to selected targetedmarkets.
• Provide a "Welcome Call" to guests as required by local and company standard operating procedures.
• Be involved in resolution of as many guests' complaints as possible.
• Be familiar with Opera and Alice Concierge systems.
• Create and administer annual and probationary reviews for associates.
• Administer Associate Skill Certifications and other new hire paperwork.
• Train new associates and conduct re-training for tenured associates.
• Conduct MOS audits.
• Attend and contribute to all pertinent meetings.
• Meet monthly with associates for One-on-Ones.
• Interview and hire candidates according to Omni and hotel specifications.
• Maintain Management presence at the Front Desk, Front Drive, and Lobby areas to ensure SOP compliance and assistwith overflow.
• Communicate to staffall future business demands.
• Evaluate and make action plans to improve Medallia scores.
• Create associate schedules ensuring the highest level of guest service while maintainingproductivity.
• Ensure associates hasadequatesupply of uniforms, luggage tags, etc.
• Ensure that all guestroom drops are accurately delivered and charged correctly in a timelyfashion.
• Be knowledgeable of corporate and hotel promotions and standards.
• Accept other duties as requested by management.
• All employees are required tofullycomply withOmni rules and regulations for the safe and effective operation of the hotel’s facilities.

Qualifications:

• Minimum of three years of experience orpreviousFront Office/Guest Services experience.
• Bachelor’s Degree or Equivalent.
• Must possessthe ability to handle stressful daily operations.
• Must have a proven track recordof motivating managers and associates to meet and exceed goals and to provide the highest quality experience for our guests.
• Strong understanding of forecasting, budgeting, scheduling, checkbook management, productivity, inventory controls, P&L analysis, and cost controls.
• Demonstrated ability to handle progressive discipline/coaching discussions.
• Must be willing to work flexible hours as needed during busy times, including nights, weekends, and holidays.