Guest Service Supervisor - Hampton Inn

Join the Hampton Inn Charlotte - Belmont @ Montcross, a Strand Hospitality managed hotel!

We offer many competitive benefits for our valued employees!

Full time Strand Hospitality associates have the option to enroll in Aetna medical, dental, and vision plans. They also have paid time off.

Everyone (including part time associates) can join a 401(k) Fidelity plan with a company match of up to 4% of the employee annual income. Associates also receive a life insurance policy, as well as discounts in hotels located worldwide, theme parks, Broadway shows, and much more!

Job Summary

The Guest Service Supervisor is responsible for managing and enhancing the overall customer experience at the hotel, ensuring that all guest needs are met. The person in this position provides superior customer service and displays exemplary performance for the staff to follow, and any other duties as assigned or required.

Duties and Responsibilities

The Guest Service Supervisor's responsibilities include, but are not limited to:

• Demonstrates a commitment to guest service by responding promptly to guest needs.
• Performs all duties of a Guest Services Representative.
• During the assigned desk shift, handles additional supervisory duties such as looking for opportunities for improvement with guest relations, front desk procedures or other related tasks.
• Assists staff with questions, obtains answers and disseminates information so every employee that works desk shifts stays informed.
• Maintains a positive, cooperative work environment between staff and management.
• Assists employees with understanding employee policies and procedures, and provides direction when necessary.
• Ensures all safety protocols are followed by guest services employees for the protection of employees and guests.
• Various other duties as assigned by Supervisor.

Requirements

• Hotel guest services experience preferred
• Customer service experience required
• Ability to reason and make appropriate decisions in response to guest concerns

Strand Core Values

All associates are expected to embody the values listed below with everyone they encounter and to support the company mission to Develop Prosperous, Lasting Relationships.

RESPECTFUL

      ADAPTIVE

          SERVICE

        ACCOUNTABLE

 UNIFIED

         DEDICATED

Guest Service Supervisor Core Competencies

• Leadership
• Guest Satisfaction
• Initiative
• Strong Communicator/Listener
• Results/Quality Oriented

Work Environment

• Prolonged periods of standing at the hotel guest services desk
• Frequent walking
• Frequent squatting, kneeling, bending down, forward and trunk rotation while standing
• Frequent stair climbing may be necessary, reaching both above and below shoulders as well as pushing and pulling
• Vision – must have the ability to frequently adjust focus and frequent use of close, peripheral and depth/distance vision
• Frequent lifting, carrying, pushing and pulling up to 15 lbs.
• Occasional lifting, carrying, pushing or pulling up to 25 lbs.

It is the policy of Strand Hospitality Services not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.

This is not an employment contract.