Guest Supervisor

We are known as the fastest growing brand in the history of the lodging industry (we opened 140 locations in 36 months). Our concept is a cross between a hotel and an apartment- we only rent rooms by the week. Our product is in high demand by business travelers and those who life’s circumstances cause them to need an extended stay hotel. Most locations have occupancy rates 20-25% greater than competitors.

As the largest economy extended stay lodging franchise in the U.S. we currently operate over 180 hotels in more than 30 states. By December 2016 we have plans to open another 125 locations, with goals to have 1,000 locations nationwide. Our property management company is ranked in the top 20 largest company owned PMCs with locations throughout the U.S.

The Guest Supervisor (GS) acts like an assistant manager in the operation of the hotel. During the evening shift and at all times when the property manager is not present they have the authority and responsibility to operate the hotel per brand standards and VPPM policy. Typically they direct the work of others, inspect rooms to assure that every the room is rent ready, check common areas, and maintain a well organized and effective front desk operation. Taking reservations, selling the property to new guests, and maintaining positive guest relations are the major responsibility.

The GS is most often the first representative of Value Place that guests meet when arriving at the property after 6 PM. They are the first line of customer service. They register arriving guests, take payments, assign rooms, and answer guests' questions on hotel services and other matters. At other times, they check out guests and direct housekeeping or maintenance staff to resolve cleanliness or safety issues; they also perform cleaning and safety duties themselves.

ESSENTIAL FUNCTIONS OF THE JOB

Between 6 PM until 8 AM the next morning, and all times when the PM is not present, the Guest Supervisor is responsible for communicating with all current and prospective guests, and resolves all guest complaints. Each shift the GS is required to monitor all finances at the front desk and assure cash drops and deposits are accurate and made timely. They close the office each assigned shift and closely follow NiteVision cash and closing procedures.

They are responsible to handle all guest incidents when on duty; specifically police activity, removal of guests, emergency medical care, fire and natural disasters.

They check-in guests and act as point of contact for guest questions. The job includes ensuring guests are efficiently checked in and out, and assures every guest is checked into a rent ready room. Strictly enforces the Master Key policy.

At the beginning of each shift they meet with the property manager identify any issues that need to be resolved, and conduct a property walk. Throughout the shift they are responsible for the protection of property and persons at the hotel.

Each GS is responsible to open the print room status reports, complete welcome calls, review service requests for arrivals and answering guests' questions at the start of their shift. They verify guest credit, and establish how the guest will pay for the accommodation, including handling credit applications with the home office.

They coordinate with housekeeping or maintenance staff when guests report problems. They have the authority to call another employee to report to work to deal with an immediate guest challenge.

They provide daily supervision to other staff, train and redirect them when needed. They plan the work and apportion work among employees on a daily basis. They make sure employees always wear PPE and follow safety rules.

They interview applicants, and recommend for hire those they deem qualified. When needed they can conduct second interviews, complete new hire paperwork, and direct the orientation and training of new employees.

Within guidelines they have the authority to discount off sign rate, and should always make and confirm reservations per RBSC work rules.

The GS counsels, evaluates employee productivity, handles employee complaints, and employee discipline as needed.

Location
Various Locations Nationwide
Department
Operations
Req. Number
080112
Income Range
$24- $28,000, paid vacation and retirement
Position Type
Job Category
Years of Experience
Travel Requirements
Management
Exempt
1-2 years
None