Guest Services Supervisor

Company Description

Join us at Accor, where life pulses with passion!​

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.​

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.​

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!​

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.​

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

• Hospitality is a work of heart,​
• Join us and become a Heartist®.

Job Description

The Guest Services Supervisor (Head Door/Bell Captain) manages the Bell and Door staff to ensure a smooth, efficient guest service operation. This role is crucial in delivering exceptional service while maintaining adherence to LQA (Leading Quality Assurance) standards. 

• Summary of Responsibilities: 
• Reporting directly to the Director of Front Office, the Guest Services Supervisor leads the Bell and Door staff, ensuring service excellence while upholding LQA standards. Key tasks include: 
• Deliver professional, friendly service to guests, anticipating and fulfilling their needs. 
• Address guest complaints and special requests promptly, maintaining high service standards. 
• Ensure VIPs and special guests receive tailored, exceptional service. 
• Supervise, train, and motivate the Bell and Door staff to maintain a high standard of service. 
• Monitor team performance, providing coaching to ensure adherence to LQA standards. 
• Manage daily staffing schedules and assignments for optimal service efficiency. 
• Oversee luggage handling and valet services, ensuring quick and efficient operations. 
• Ensure daily checklists for Bell and Door staff are completed accurately and on time. 
• Collaborate with the Front Office team to ensure smooth guest arrivals and special requests. 
• Responsible for training the team on LQA standards and ensuring they are consistently upheld. 
• Monitor guest interactions, offering feedback to maintain quality service levels. 
• Conduct regular evaluations and on-the-job coaching to reinforce service excellence. 
• Ensure accurate cash handling, shift closings, and payroll records. 
• Assist in managing guest accounts and settling balances. 
• Ensure all reporting (daily, monthly, quarterly) is completed on time and accurately. 
• Ensure all team members adhere to service and uniform standards aligned with hotel branding. 
• Promote the hotel’s loyalty program and upselling opportunities to maximize guest satisfaction. 
• WHAT IS IN IT FOR YOU
• Monitor guest interactions, offering feedback to maintain quality service levels. 
• Conduct regular evaluations and on-the-job coaching to reinforce service excellence. 
• Ensure accurate cash handling, shift closings, and payroll records. 
• Assist in managing guest accounts and settling balances. 
• Ensure all reporting (daily, monthly, quarterly) is completed on time and accurately. 
• Ensure all team members adhere to service and uniform standards aligned with hotel branding. 
• Promote the hotel’s loyalty program and upselling opportunities to maximize guest satisfaction. 
• WHAT IS IN IT FOR YOU
• Competitive Salary
• Paid Time Off
• Medical, Dental and Vision Insurance, 401K
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities   

Rate of Pay: $27.00-29.00 per hour

Qualifications

Qualifications:

• Excellent written and verbal communication skills
• Must have excellent written and verbal communication skills, second language is an asset.
• Excellent telephone manners, telephone voice, organized and detail oriented
• Strong typing and clerical skills, and ability to multitask
• Past experience as a telephone operator a plus.  Must be proficient in Microsoft Office. 
• Strong interpersonal skills and English communication skills.
• Must be capable of carrying a minimum of 30 pounds, standing/sitting for long periods of time, Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera) and Windows; MS Office Suite an asset.
• Prior experience in customer service an asset.
• A passion for guest service.
• Excellent team spirit.
• Ability to handle many conflicting priorities at any given time.
• Ability to work well under pressure.
• Must be willing to work all shifts (incl. overnight shifts).

Additional Information

All your information will be kept confidential according to EEO guidelines.