Front Desk Supervisor

Guest Services Supervisor

Guest Services Supervisor

The Hyatt Place Experience. Hyatt Hotels have long been known for going beyond simple accommodations to create rewarding experiences for their guests. Through dramatic design, innovative cuisine and attentive service, Hyatt approaches the hotel stay as an opportunity to inspire. Hyatt Place, a new kind of Hyatt, where the style is relaxed, and the standards are anything but. Hyatt Place is designed to give guests a brand-new hotel experience. And Gallery Hosts are the key to bringing it to life.

At Hyatt Place, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences. Hyatt Place associates work in an environment that demands exceptional performance, yet reaps great rewards. Whether it's career opportunities, job enrichment or a supportive work environment; if you are ready for this challenge, then we are ready for you.

The Guest Services Supervisor contributes to the hotel's commitment to high quality guest service and teamwork and must be the kind of person who appreciates high standards of excellence.

The Guest Services Supervisor creates an experience for our hotel guests by offering them a larger than home experience with welcoming, helpful and exceptional service, while maintaining a clean, comfortable and inviting environment. Our larger than home environment is the philosophy of Service Essentials:

• Greet every guest with a smile
• Use guest’s name at every opportunity
• Provide quick and efficient service
• Offer assistance and provide options
• Thank the guest and invite them back

This position is responsible for the complete guest experience; to include the Gallery Host Stand, the Bakery Café, the Guest Kitchen, the Assembly Kitchen, the e-room and the TV den, guest check in and out and the servicing of the meeting rooms. Previous guest service experience as well as the ability to communicate well with guests required, food and beverage experience is a plus.

Qualifications:

• Ability to lead by example in maintaining a professional demeanor with challenging guests.
• Ability to lead by example in approaching and accosting guests to create personal connections.
• Must have schedule flexibility for both PM and Overnight shifts
• Requires proficiency in English to include speaking, reading and writing. Chinese or Spanish is a plus.
• Must be able to multi-task
• NYC Food Handler’s Certification
• Must be 18 years or older to serve and pour alcohol in New York. Bartending experience a plus.
• Ability to lift, pull, and push moderate weight (minimum of 50 lbs)
• Must have thorough understanding of Opera, Saflok, and Reserve systems.
• Driver’s license and reliable transportation including a clean driving record are required.

Responsibilities and Job Functions: include, but are not limited to, the following:

• Lead front desk associates in their goal of maintaining a high NPS. Act as MOD in absence of FOM, and implement NPS maintenance procedures.
• Assist with hotel room inventory, act as liaison between housekeeping and front desk to make sure that requested room types are available to guests by the time of check-in.
• Assist in nightly yield management in accordance with hotel’s oversell strategy.
• Act as Meeting Host for groups using our hotel for meetings, coordinating with our F&B department, sales department, and housekeeping department to make sure meetings are smooth.
• Show rooms during off hours to prospective guests.
• Make for a smooth transition between PM Shift and Night Audit Shift.
• Ensure that front desk associates are following LRA standards, creating personal connections with guests, and reacting to Personal Connection Prompts when provided. Ensure hotel telephones are answered courteously and efficiently following Hyatt Place standards.
• Assist in training and coaching of front desk associates, making sure that they are comfortable enough with the systems to enable them to be able to create personal connections, and making sure that they are able to handle challenging guests in a professional manner.
• Assist hosts with food orders and serve food and beverage items to guests in a friendly, professional, and timely manner. Make sure hosts maintain an orderly and clean bar area. Makes sure hosts maintain a clean Gallery area.
• Ensure that all front desk agents are following Hyatt Place Flushing operational policies and procedures, including those for cash and credit card handling, safety and security and all other policies, procedures and standards to ensure we can consistently exceed the guests’ expectations.

If interested in applying for this position, please contact AGM Mohammad Khan.

The statements in this position description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job