Guest Services Supervisor

The Summit, a Dolce Hotel

Location: US - OH - Cincinnati

Feb 23, 2018
Job Details

As the world’s largest hotel company, and a leading player in the global
hospitality industry, Wyndham Hotel Group boasts 7,500 hotels and 15 brands in
70 countries—all supported by more than 7,000 associates on six continents. And
we know our success is attributable to our associates, a bright, talented and
diverse group of individuals who embrace our signature Count On Me! service
culture and have a passion for excellence.  To learn more visit us at

Property Overview: 

Located less than ten miles from downtown Cincinnati, The
Summit is set to usher in a new era of style and sophistication in the Queen
City. The anchor of $124 million mixed-use development on the campus of
MedPace, the 239-room hotel will delight guests with a contemporary,
Cincinnati-centric art collection; modern Fitness Center with yoga studio; and
well-stocked library. Chefs and mixologists will oversee an innovative program
highlighted by fresh, seasonal ingredients with a culinary nod to the region’s
German heritage.

Job Description
Wyndham Hotel Group is searching for a Guest Services Supervisor to work at to
work at our new property opening in April, The Summit Hotel, in Cincinnati, OH.
This position is responsible for ensuring that consistent high quality customer service is
delivered by Guest Services Team.

Responsibilities will include but not be limited to:

  • Supervise
    the operations of Guest Services.
  • Maintain
    the highest productivity, employee morale and guest service as possible.
  • Assist
    Guest Services Manager/Assistant Manager in training of employees
    including but not limited to guest services, brand standards, hotel
    policies and procedures and all POS systems.
  • Maintain
    and follow all operating and quality standards established for Guest Services.
  • Maintain
    and follow procedures for credit control and handling of financial
  • Follows
    all Occupational Health and Safety regulations.
  • Check
    guests in and out of the hotel according to hotel and/or brand standards.
  • Inform
    guests about the hotel facilities, policies and procedures. Provide
    tourist information to guests.
  • Handle
    hotel phone system. Transfer calls to appropriate departments/guests.
    Accurately take messages for guests.
  • Take,
    modify and cancel guestroom reservations.
  • Deal
    with inquiries, requests, and complaints from guests. Coordinate with
    other departments to fulfill guest special requests.
  • Perform
    cashier duties, cash traveler’s checks. Post phone charges and other
    miscellaneous charges to guest accounts.
  • Follow
    in-house procedure to help ensure the security of guests and employees.
    Know hotel emergency procedures.

Basic Qualifications

  • High school education, GED, or
    equivalent experience required. Bachelors’ degree highly preferred.
  • Minimum 2 years’ of experience
    working within Guest Services/Front Office required in a high volume
    hotel, conference center or resort with at least one of those in a
    supervisory role.


Preferred Qualifications

  • Must be able to prepare and
    analyze data and figures, and transcriptions prepared on and generated by
  • Demonstrated leadership - Proven
    ability to effectively lead and train a diverse workforce.
  • Projects a professional and
    polished image that inspires confidence and trust. Must be able to abide
    by the company appearance standards and compliance with the designated
  • Dedicated to exceeding service
    standards and providing services and standards to the highest caliber.
  • Able to effectively deal with
    internal and external guests, some of whom will require levels of patience
    and tact to defuse anger, collect factual information and resolve
  • Able to exercise good judgment in
    making decisions.
  • Highly organized, able to
    prioritize multiple tasks, have a sense of urgency to complete projects
    and be detail oriented.
  • Ability to work collaboratively
    and communicate effectively with team members at all levels of the
  • Valid, clean driver’s license.
  • Computer literate: Strong
    proficiency in MS Office (Outlook, Word, Excel, Power Point. Adaptable to
    learning new and customized software programs).
  • Adept at managing fast paced
    environment and putting people at ease.
  • Warm, personable and energetic
    demeanor with professional and pleasant phone manner.
  • Comfortable interfacing with a
    diverse group of individuals.
  • Exceptional oral and written
    communication skills in English.
  • Ability to prioritize, identify
    problems, and seek solutions and follow up and follow through with a
    variety of tasks.
  • Must be able to work variable
    shift, weekends, holidays, and special events, as needed.
  • Must have employment eligibility
    in the U.S.


Physical requirements:


·    &

Additional Details
Applicants who do not already have legal permission to work in the United States will not be considered.
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