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GUEST SERVICE SUPERVISOR (Williamsburg Lodge)

Company: Colonial Williamsburg Foundation
Location: Williamsburg
Posted on: June 9, 2021

Job Description:

The focus of the Guest Service Supervisor position is the achievement of operational, financial and quality goals of the front line operations of the Williamsburg Inn front office team. In addition, responsible for the servicing guest, all while maintaining the cleanliness of the Williamsburg Inn.

Responsible for the successful achievement of front office operational and quality goals. Supervises, counsels and motivates the staff while ensuring guest satisfaction. As a shift operation leader, handles responsibilities and challenges beyond the scope of front desk agents. Provides a leadership example of dedication, confidentiality, and a willingness to cooperate with managers.

Supervises the Front Office, Concierge and Bell positions and handle guest complaints.

Counsels employees as appropriate per the labor union contract;

Reviews weekly schedule to ensure coverage is properly spread to coincide with forecast;

Reviews daily all reservations arriving and departing, noting VIP and special billing with staff;

Reviews all revenue reports to track room revenues to ensure budgeted goals;

Reviews daily comp reports to verify that the correct postings are done, keeps the daily yield system forecast updated;

Checks daily all conference groups and their billing profiles; attends forecast meetings and pre-conference meetings; Ensures all office equipment is in a good and safe working order;

Additional duties as requested by management.

Communicates effectively to ensure service standards are met or exceeded.

Communicates and directs staff on projects and daily assignments;

Interacts with dining room guest to evaluate level of service;

Responds to complaints in written form and works to resolve problems as directed

REQUIREMENTS

Excellent organizational and communication skills, both verbal and written understanding of all front office responsibilities generally gained ghrough 3 years of Front Office experience plus 3 years of supervisory experience in a high volume hotel and conference center.

Demonstrated ability to (1) use and model exceptional public relations skills, (2) manage with consistency and fairness, (3) appreciate, enjoy and adapt to a resort environment, (4) train and motivate staff (5) use and teach creative selling techniques (6) make sound decisions, manage multliple priorities and meet multiple deadlines in stressful, high volume situations, (7) consistently display the highest levels of hospitality, courtesy and integrity with guests, employees and coworkers.

Works under the general supervision of the House Manager and with Colonial Williamsburg guidelines to achieve goals.

Optional: Bachelor's degree in hotel management or 5 years experience in related field plus 5 years of supervisory experience.

Assists (1) in establishing new standards, operational, and policy and procedural plans to improve department as needed; (2) with development of department schedules, review of payroll, weekly forecasts, cost control reports; (3) in preparing annual budgets, marketing plan and control systems; (4) in interviewing, hiring, counseling and corrective action of employees; (5) with department training

Will supervise in other restaurants as requested

High school diploma or GED plus 4 years of progressively responsible experience in restaurant operations and 2 years in supervision

Applicants must be 21 years of age due to Virginia ABC Section 4.1-307

Associates degree in restaurant management plus 2 years of progressively responsible experience in restaurant operations including supervision.

Demonstrated knowledge of payroll systems; computer experience (Microsoft, payroll, etc)

Ability to (1) establish priorities and adjust to changes in business conditions (2) monitor adherence to the standards listed below (3) deal effectively one on one; (4) present and maintain a warm and enthusiastic demeanor (5) present information in a clear and concise manner

Ability to work a flexible schedule including days, eveningss, weekends and holidays

Successful candidates must be able to obtain and maintain current Williamsburg James City County food handler's card and TIPS certification; applicants with an active card and certification should be prepared to present each during the interview process

Note: in accordance with Virginia A.B.C. Section 4.1-225 Colonial Williamsburg prohibits employment of anyone in an alcohol serving position who has been convicted of a felony, any crime involving moral turpitude (lying, cheating, or stealing), or a drug related offense within the past five years

Standards: Maintain a positive, enthusiastic outlook, smile and greet guests, employees, managers, supervisors; show respect for and cooperate at all times with those for whom and with whom you work; report to work as scheduled and on time; meet appearance standards; perform assigned tasks accuratelyl and on time.

Keywords: Colonial Williamsburg Foundation, Newport News , GUEST SERVICE SUPERVISOR (Williamsburg Lodge), Other , Williamsburg, Virginia

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