Guest Services Supervisor - Bartell Hotels

About Bartell Hotels: Bartell Hotels is San Diego's largest independent hotel owner-operator with a sharp focus on employees, customers and community. This diverse collection of properties reflects Southern California's natural beauty, love for active lifestyles and exceptional hospitality. Our hotels combine classic and modern design, farm-to-table restaurants and energized bars, three beautiful marinas and the iconic Humphreys Concerts by the Bay entertainment venue.

Our Culture: At Bartell Hotels you will find a team of incredibly friendly people who are committed to exceeding guest expectations every day. The Bartell Hotels culture emphasizes respect, pride, teamwork and development. When you work at Bartell Hotels, you are encouraged to think entrepreneurially, and you are empowered to perform and show leadership in ways that can help advance your career. We often look within to promote deserving colleagues at all levels. Bartell Hotels embraces colleague diversity, inclusion and equity, and is firmly committed to respecting and appreciating each colleague.

 Pacific Terrace Hotel: The TripAdvisor top-rated and only AAA Four Diamond beachfront hotel in San Diego, Pacific Terrace is San Diego’s premier luxury boutique hotel dramatically perched above the breaking waves of the Pacific Ocean.   With 73 unique guest rooms and suites, Pacific Terrace offers an intimate setting for guests to relax poolside, while gazing over the water.  Guests also enjoy active pursuits in the local Pacific Beach neighborhood, and adjacent La Jolla and Mission Beach. The warm, talented team at Pacific Terrace, delivers unrivaled hospitality and makes sure that every detail is perfect.

Primary Objective of Position

To increase room revenues and guest satisfaction by maintaining smooth and efficient operation of all Front Desk procedures in accordance with the standards of Bartell Hotels. . YOU ARE REQUIRED TO LEARN THE GUESTS NAME AND USE IT THROUGHOUT ANY PHONE OR PERSON TO PERSON INTERACTION

Summary

The hotel business is much like show business; the public expects a certain image and we must live up to it.  In a very real sense, you are on stage.  No matter what position you occupy within the Company, you are first and foremost a sales person promoting the image and hospitality of the hotel.  In working at the Front Desk, you are a Guest Service Representative - you are in the people business and the impression you leave with the public is the impression the public has of the hotel. 

Major Areas of Accountability

• Meets and exceeds guest and team member expectations by providing exceptional service and teamwork
• Provides value-added service to guests by doing whatever reasonable and possible to meet or exceed guest expectations
• Communicates effectively with guests, co-workers, and supervisors
• Demonstrates teamwork by cooperating and assisting co-workers as needed
• Handles difficult situations, including guest complaints, effectively
• Performs other duties as required to perform exceptional guest service and teamwork
• Inputs weekly schedule in e-time
• Assists FOM with monthly employee incentives, verifying, tracking and totaling bonuses
• Assists FOM with weekly schedule and employee requests

2)  Provides quality service to the guest by responding to their requests promptly, efficiently and courteously during registration, cashiering, reservations, telephone, and information

• Reviews all incoming reservations and pre-registers/pre-blocks into; VIP's, packages, and pre-assigned/pre-registered groups
• Oversees concert band rooms, arrival, assigns concert view rooms
• Insures prompt and courteous check in and check out of guests
• Responds to guest requests for information about the hotel and community
• Assists in the training of Guest Service Representatives
• Arranges fulfillment of guest requests by working with bell staff, housekeeping, reservations and room service
• Training of staff using the guidelines, check lists and individual training packets.
• Maintain reservations restrictions / rates
• Demonstrates knowledge of hotel accommodations, guest services, and attractions

3)  Maintains timely and accurate house counts

• Checks on room availability and house status
• Verifies sell-out and near sell-out nights with reservations
• Communicates with Housekeeping to insure room availability and changes in house status; works to ensure that room assignments are made to provide the guest with the best possible experience
• Insures smooth transition through shift changes and relays all pertinent information to relieving supervisor

4)  Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position

• Attends work on time as scheduled
• Follows and enforces hotel grooming and dress standards
• Minimizes safety hazards by following all safety rules and procedures
• Insures credit and cash policies are adhered to by all Guest Service Representatives
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance
• Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate
• At all times projects a favorable image of Bartell Hotels Corporation to the public

Job Requirement: 

• 1 year or more of prior Customer Service Experience
• Open shift availability (AM and PM),  weekends are required.

In addition to the above Major Areas of Accountability, other duties may be assigned as needed in order to ensure the Guest Service standards