Guest Service Supervisor

Hourly Wage:                    $27.25 to $29.66 per hour

Employment Status:       Full-time (30+ hours per week)

Employment Type:          Permanent

Places of Work:               Wellington, New Zealand

As the capital of New Zealand, Wellington encompasses vibrant art culture featuring picturesque views of the harbour and surrounding mountains. Experience the lively city through natural beauty exploring the hub of creativity and innovation.  

Purpose

To work with the Front Office Manager / Duty Manager to lead our Guest Service Team. You will be responsible for the development, activation and execution of all elements that comprise the guest journey.

Primary Responsibilities

• To assist with the orientation, training and development of all Guest Service Attendants as required by Company Policy.
• Assist with Check-ins and Check-outs in a friendly and professional manner with accurate information and billing. 
• Assist guests with their luggage and provide them with instructions for self-parking.
• Action traces, arrange rollways/highchairs/baby cots to be delivered for the day as well as prepare for next day
• Follow & complete checklist before end of shift
• To work with the Front Office Manager/ Duty Manager to maintain standards set down in the manuals and ensuring total guest care in line with Hotel Policy.
• To carry out or delegate/supervise routine work during the working shift to maximise on productivity and following procedures set down in manual.
• To assist to lead the team in taking and processing reservations, actively “selling from the top” and motivating the team to achieve average room rate and occupancy in line with the departmental budget.
• To assist with the maintaining of security regarding cash and keys in line with Company Policy.
• To carry out and comply with financial procedures such as month-end reports, city ledgers, weekly stock-taking and inventory and other financial matters in relation to all Front Office work.
• To respond to guest needs, ensuring special requests are channelled through to the appropriate department.
• To liaise closely with Maintenance and Housekeeping regarding availability of rooms in order to maximise on rooms rented whilst ensuring guest satisfaction.
• To monitor the security of the Lobby to ensure hotel and employee safety following procedures laid down by Hotel Policy.
• To attend meetings and training as requested and to recognise the importance of new ideas and initiative to the overall success of the operation.
• To carry out bookings, send faxes, photocopying, etc. as requested by the guest ensuring correct charging for all business services.
• To ensure full completion of all duties relating to the shift and a concise hand over in order to assist the smooth running of the hotel and guest satisfaction.
• To carry out any reasonable request.
• To work and communicate in a professional and ethical manner with colleagues assisting where necessary to develop team spirit and to achieve standards of work and guest care as required by Company Policy.
• Achieving Guest Satisfaction by responding to/anticipating guests needs and ensuring all comments and complaints are actioned in accordance with Hotel and Company Policy.
• To contribute to cost control through energy conservation and correct usage and storage of all materials/equipment as per departmental standards and manufacturers instructions.
• To lead by and ensure and assist with cleaning duties in order to maintain a clean and well-ordered work area in line with Hotel Policy.
• Meet and Greet VIPs in the absence of Front Office Manager / Duty Manager

Skills, Experience and Requirements

• You (ideally) have or are studying toward a Hospitality Diploma or Degree and/or have prior experience in a similar role and similar property 

• You can physically meet the demands for this role including constant standing, frequent computer and phone use involving repetitive and sustained use of the upper limbs and occasional lifting, pushing and moving of objects up to 20 kgs 
• You have previous experience with a proven track record leading a team

• You’re tech-savvy and proficient in using Microsoft Office 365, Property Management System and Customer Relationship Management databases 

• Shift work will be required on a rotating roster and may include late shifts. Flexibility is a must.