Guest Service Supervisor Resume Sample
Sincere Braun
72009 Prudence Point,
Dallas,
TX
+1 (555) 658 1108
Work Experience
Guest Service Supervisor
02/2016
-
PRESENT
Houston, TX
- Integrity - We do the right thing, all the time
- Now - We operate with a sense of urgency and discipline
- Meet the desk agents to get any pertinent information
- Review Front Desk logbook for any other information or incidents
- Review all arrivals noting any special requests or challenges
- Review all departures to ensure billing is correct
- Make sure all shifts are covered as scheduled, cover as necessary
Education
Columbia International University
2011 - 2015
Bachelor's Degree in Communication
Professional Skills
- Pleasant personality and strong interpersonal skills
- Friendly, authentic, caring & thoughtful attitude and super communication skills
- Experience as part f a pre-opening team, in particular PMS deployment team experience
- Fluent in English (very good written & communication skills)
- Basic computer skills and Microsoft Office knowledge required
- Complaint handling/ Previous experience in a 5 hotel
- Previous supervisory experience in Front Office within the hotel sector
How to write Guest Service Supervisor Resume
Guest Service Supervisor role is responsible for events, research, immigration, security, training, credit, software, transportation, english, sms.
To write great resume for guest service supervisor job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Guest Service Supervisor Resume
The section contact information is important in your guest service supervisor resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Guest Service Supervisor Resume
The section work experience is an essential part of your guest service supervisor resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous guest service supervisor responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular guest service supervisor position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Guest Service Supervisor resume experience can include:
- Supervisory Responsibilities:The ability to make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs
- Proven computer skills, experience with SMS
- Coordinate, track, and assign drivers and valet to operate effectively for clients and guests
- Proven telephone and public relation skills
- Make clear, concise and objective comments and recommendations to the Restaurant Manager could be most effectively achieved
- Oversee hotel check-in process including arrival experience and traffic flow through hotel entrance and parking lots
Education on a Guest Service Supervisor Resume
Make sure to make education a priority on your guest service supervisor resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your guest service supervisor experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Guest Service Supervisor Resume
When listing skills on your guest service supervisor resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical guest service supervisor skills:
- Able to effectively Communicate with all levels of colleagues and Managements
- Previous experience in a Hospitality industry
- Front Office experience in a hotel with a large room inventory (above 300 keys)
- Previous experience in a hotel reception/food & beverage (or both!) supervisory level position
- Progressive experience in a hotel required
- Customer service experience in a 5 environment in Front Office
List of Typical Experience For a Guest Service Supervisor Resume
1
Experience For Franchised Guest Service Supervisor Resume
- Answer all incoming phone calls and direct to their final destination with a pleasant attitude, a smile in your voice, and according to standard
- Dispatch service calls to appropriate colleagues and follow up to ensure completion
- Properly manage wake up calls
- Analyze data to determine answers to questions from customers or members of the public
- Assist with the management of the Communications Department
- Ensure all reservation information is entered according to department standards; randomly checking reservations entered into ORS, which includes reservation audits
2
Experience For Guest Service Supervisor Resume
- Maintain an open and clear line of communication with other departments within hotel
- Update daily call report and reports associated with daily conversion
- To ensure team member comprehension and adherence to the clearly established service standards
- Ensure regular and important Guests are recognised and that the Reception department operates with a sales attitude and promotes the hotel brand’s loyalty scheme
- Be hospitable and have a 5 star proactive serviceable attitude at all times
- Assign and instruct Guest Service Agents, Operators and Bell Attendants in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing
- Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered
3
Experience For Franchised Guest Service Supervisor Resume
- Monitor performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the Front Desk
- Driving new ideas to generate incremental revenue or manage existing expenses
- Actively engage with recruiting, managing, training and developing the Guest Service team
- Attend the daily pre and post service briefing and debriefing
- Maximize sales revenues through up-selling or similar programs
- Follow Hilton’s brand standards
- Oversee the entire Guest Service operation to maintain high standards
4
Experience For Guest Service Supervisor Resume
- Assist with monthly communication meetings and produce minutes
- Help with staff performance issues in compliance with company policies and procedures
- Ensure that both the Front Office Manager and Front Office Team Members are kept fully aware of any relevant feedback from Guests and/or other departments
- Ensure drinks orders & food orders are taken properly & served to standards
- Record guest messages
- Competent in Opera
List of Typical Skills For a Guest Service Supervisor Resume
1
Skills For Franchised Guest Service Supervisor Resume
- At least one year hotel experience
- Experience in wellness and spa environment
- Experience in Front Desk Agent lead
- Hospitality and Tourism experience is required
- Previous supervisory experience in hospitality field
- Utilize effective sales tactics to book reservations for the Hotel
- Front Desk experience
2
Skills For Guest Service Supervisor Resume
- Pleasing Personality With pleasing personality
- Responsible for coaching and counselling and mentoring of Communication agents
- Provides constant feedback to Department leaders concerning service issues, including guest desires, complaints and comments
- To ensure the optimum use of the transportation services in terms of transfers, or hire and the use of garage i.e. parking and washing service
- Inspect guest rooms and tour the hotel during each shift, completing maintenance requests
- Complete evening Housekeeping report and follow-up on discrepancies
- Coordinate arrivals, departures and billing requirements with sales and catering management
- Assist with the implementation and on-going training of the Communication agents
3
Skills For Franchised Guest Service Supervisor Resume
- Responsible for billing procedures and proper supervision of associates using Agilsys Visual One software
- Commitment to delivering a exceptional level of service
- Neat in appearance and well groomed, adhering to proper uniform standards
- Full driving license is mandatory for the role
- Assist managers in developing incentive programs
- To conduct yearly appraisals for all staff to review their general performance, discuss existing problems and areas of improvement
- To furnish guidance to all Concierge staff members in contact with guests so that nothing is too much or impossible
4
Skills For Guest Service Supervisor Resume
- To ensure that all staff driving hotel and customer cars have current clean licenses and copies held in Personal
- Assist in training new associates
- Review daily arrivals to ensure proper handling to escort Guests to their rooms
- Efficiently reserve room types in order to maximize revenue and minimize over selling
- Input and log detailed written information into appropriate systems utilizing proper and professional verbiage
- Transmit and communicate information or documents to customers, using computer, mail, or facsimile machine
- Assist with hiring of qualified candidates for the Communications Department
5
Skills For Franchised Guest Service Supervisor Resume
- Plan and execute the Guest Service orientation and training of new hires
- Assist with ensuring that department standards are met
- Assist with the reservation process for voice, electronic, third party, and other reservation including reservations received via facsimile
- Assist with resolving complaints in a timely manner to ensure high levels of customer satisfaction
- Previous supervisory responsibility required
- Obtain and/or maintain any required licenses, certificates or permits
- Male/Female between 21 and 30 yrs of age
- Previous Opera Systems Knowledge
- Proficiency in French is an asset, but not a requirement
6
Skills For Guest Service Supervisor Resume
- Lead a team and promote teamwork
- Computer literate (Windows environment), PMS, Hotix, Tars and an aptitude for new technologies
- Languages: fluent in the national language, English and a third language
- Passion in guest service and customer interaction
- Speak one additional language, German highly desirable
- Full availability required as the role involves shift work(weekends & holidays)
- Comprehensive benefits package include free access to gym & pool
- Exceptional customer service with internal and external guests
- A can-do attitude in a fast paced environment
7
Skills For Franchised Guest Service Supervisor Resume
- Receive guest concerns and determine proper course of action to ensure guest satisfaction
- Maintains regular and constant contact with department leaders and proactively builds relationships with associates in all areas
- Maintain highest professional standards of service, appearance, and behavior, and incorporate the Company Vision and Mission to our guests in day-to-day tasks
- Ensure guest’s needs are consistently met in a courteous and timely fashion
- Provides department leaders with monthly results on service scores and rankings
- Regularly attends property Service Council meetings
- Assist all areas within the hotel for special projects, events & celebrations
- To ensure the smooth and efficient operation and co-ordination of the Guest Services Staff, Transportation, Doorman and Valet Parking as an integrated Department by providing a highly personalized service ensuring maximum guest satisfaction and adhering to the standard required by the hotel
8
Skills For Guest Service Supervisor Resume
- To maintain the Concierge desk and its equipment and other areas of the Concierge Department in good and clean condition
- To hire in conjunction with Human Resources and Director Of Rooms all Concierge staff
- To maintain contact with Concierges worldwide via the Golden Keys Society
- To assist in the preparation of the divisional business plan, and to review financial results on a monthly basis
- Supervise shift and follow daily checklist
- Process all payment types
9
Skills For Franchised Guest Service Supervisor Resume
- Manage, record and resolve Guest complaints
- Schedule the Front Office Receptionists/Cashiers to provide maximum service
- Communicate closely with the Night Manager and other Assistant Managers to ensure follow-up on any special problems, guest requests, etc
- Review all Paid Outs, Rebates, Petty Cash disbursements, Direct Billings
- Check cashiers work at close of shift to ensure all transactions are reconciled with proper approvals and endorsements
- Utilize the computer systems in house as well as the telephone switchboard
10
Skills For Guest Service Supervisor Resume
- Ensure room discrepancies are resolved
- Resolve and recover guest needs/complaints with passion and urgency
- Perform efficient and proper telephone techniques in accordance with Swissôtel policies and procedures
- Accurately input reservations and enter related information into the Property Management System (PMS)
- Follow hotel guidelines to ensure guest and colleague safety and security. Be the central point of communications in the hotel during an emergency situation. Report all suspicious activity to hotel Security immediately
- Operate telephone switchboard to answer, screen and forward calls, provide information, take messages and schedule appointments
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