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Guest Services Supervisor

Magnolia Hotel Omaha, NE

Job Description

Magnolia Hotel - Omaha Guest Services Supervisor 

The duties and responsibilities of the Front Office Supervisor position include but are not limited to:

  1. Create, train and sustain a culture of guest service excellence in all front office personnel.
  2. Assist in developing sustainable training for all front office personnel (including Valet if applicable) regardless of employee’s tenure in the front office.
  3. Train staff in the learning and delivery of concierge services to guests.
  4. Updating communication boards for front office staff to stay current with downtown events, services and facilities so as to better assist guests.
  5. Delegate effectively.
  6. Demonstrate initiative and a positive attitude.
  7. Take ownership of guest service issues that are escalated and demonstrate superior problem-solving and follow up skills.
  8. Review zip code and email capture reports to support guest service agents in achieving goals.
  9. Review no show reports to ensure guests were charged.
  10. Receive and ensure all same day Expedia reservations – should be CRS?
  11. Ensure that all guest interaction with front desk staff is positive and professional and staff empowerment is encouraged and supported.
  12. Understand guest survey and Revinate results and scores and continually focus on ways to improve.
  13. Inspect all VIP rooms and amenities and conduct care calls to all VIP guests per VIP SOP.
  14. Maintain communication with Front Office staff and close out inventory when necessary when hotel is at high occupancy.
  15. Rate Check twice a week for 7 days out to confirm/ complete billing routing and adding Guest message to all promotional rate codes. – could be automated in the rate plan building?
  16. NOR1 upsell purchases and manually changing room type and adding the Extra in the reservations.
  17. Review comp set upgrade pricing twice a year, (Jan and Jun).
  18. Backing up Guest Service agents as demand requires.
  19. Checking inventory on high occupancy dates and assigning rooms if needed to balance the house.
  20. Maintain guest confidentiality as necessary.
  21. As may be necessary stage and oversee delivery of amenity packages to guest rooms as expressed in group resume, BEO or individual reservation.
  22. Enforce absolute adherence to PCI Guidelines from all front office staff.
  23. Manage cash handling procedures as prescribed in Magnolia Hotels’ procedures.
  24. Be the Hotel standard bearer for professionalism, appearance, service, and success to the Hotel staff.
  25. Conduct all other duties, responsibilities, actions and activities that are inherent in a Front Office Supervisor position
  26. Other duties as assigned by Front Office Manager

Please apply online or you can apply in person at:

Magnolia Hotel, 1615 Howard St., Omaha, NE 68102

Job Details

Date Posted March 22, 2018
Date Closes April 21, 2018
Address 1615 Howard
Located In Omaha, NE
Work At Magnolia Hotel
Department Guest Services
Function Guest Services Supervisor
Job Type Full-time Employee
Experience Level Entry Level (0-2 yrs. experience)
Shift Rotating
Hours 30/40 hours per week; Requires weekends and flexible schedule
SOC Category 43-4081.00 Hotel, Motel, and Resort Desk Clerks
Zipcode 68102
Name Allie Pagenkemper
Address 1615 Howard Street
City, State and Zip Omaha, NE 68102
Phone 402-231-6025

This job offers the following benefits

  • 401(k) Retirement Savings Plan
  • Dental
  • Life Insurance
  • Long-Term Disability
  • Medical
  • Short-Term Disability
  • Vision
  • Cafeteria / Food
  • Discounts on Employer Merchandise & Services
  • Donation Matching Program
  • Employee Referral Program
  • Free Parking
  • Holiday Party
  • Paid Vacations
  • Subsidized Commuting
  • Tuition Reimbursement
  • Workout Facilities

This job requires the following skills

  • Customer Service
  • Facilities Management
  • Phone Receptionist
  • Public Speaking
  • Service Manager
  • Supervision
  • Cash Management
  • Cashier
  • Computer Usage
  • Excellent Communications
  • Excellent Team Member
  • Positive Attitude
  • Problem Resolution
  • Strong Time Management
  • Typing
  • Microsoft Windows Desktop
  • Guest Service Management
  • Hospitality Consulting
  • Hospitality Management
  • Hotel / Resort Worker

Course(s) relevant to the skills listed for this position

At a Glance
Enjoy these benefits
  • 401(k) Retirement Savings Plan
  • Dental
  • Life Insurance
  • Long-Term Disability
  • Medical
  • And More ...