Guest Services Supervisor

Hourly Wage: $27.25 to $29.66 per hour
Employment Status: Full-time (30+ hours per week)
Employment Type: Permanent
Places of Work: Wellington, New Zealand
TFE hotels is one of New Zealand’s leading hospitality establishments. We trade as A by Adina, Adina Hotels, Vibe Hotels, Quincy, Travelodge Hotels, Rendezvous and Collection by TFE Hotels.
We are currently recruiting for a Guest Service Supervisors to work in Wellington.
As the capital of New Zealand, Wellington encompasses vibrant art culture featuring picturesque views of the harbour and surrounding mountains. Experience the lively city through natural beauty exploring the hub of creativity and innovation.
Purpose
To work with our team to lead our Guest Service Team. You will be responsible for the development, activation and execution of all elements that comprise the guest journey. You drive and thrive on meaningful connections – with both guests and team. You’re a natural born leader, role model for our frontline and occasional peacemaker and problem-solver!
Primary Responsibilities
Every day will be different and dependent on hotel requirements; however, your core responsibilities will be to:

• Work with our team to co-ordinate operations at a specific establishment.
• Supervise and coordinate guest services including allocation of duties to team members.
• To assist with the orientation, training and development of all Guest Service Attendants as required by Company Policy.
• Ensuring smooth operation, ensuring smooth checkin/check-out processes and guest satisfaction during AM, PM and NIGHT Shifts, as the Manager on Duty.
• You understand and adhere to TFE hotels credit and account procedures with respect to all cashiering and auditing functions, ensuring guest accounts are accurate and charges are posted prior to checkout
• Complete all duties as Front office team members as and when required.
• Co-ordinate rosters and attendance records.
• Ensure smooth sailing of the daily check-in/check-out process, use of guest names, CRM and correct cashiering procedures across F&B outlets (if applicable)
• Maintenance of an effective reservation system and customer tracking function. Promptly meeting guest needs while maximising yield wherever possible.
• Monitor cost control factors in relation to the Guest Services Budget, monitor expenditure and report on the same monthly. Take corrective action if over budget. ·
• Maximise sight-seeing sales opportunities and revenue ·
• Ensure staffing levels and use of overtime is within department staffing budgets.
• You assist in the preparation of monthly reports commenting on key performance indicators in each area of control.
• Supervision and maintenance of the security function of the hotel using guest services and security staff to protect guests, personal belongings, hotel staff and hotel assets. ·
• Upkeep of all security surveillance and door control equipment so that it operates effectively in maintaining Hotel security.
• Regular liaison with Maintenance, ensuring maintenance requests are completed quickly focusing on guest needs as a priority.
• To coordinate responses to guest needs, ensuring special requests are channelled through to the appropriate department and any grievances are resolved.
• Manage the hotel’s crisis response wherever necessary, making quick decisions about evacuations, emergency services, and guest care.
• Perform any other reasonable duties as requested by Management.

Skills, Experience and Requirements

• You (ideally) have studied towards a Hospitality Diploma or Degree.
• You will have at least 3 years of relevant work experience at Hospitality industry or any other relatable or comparable industry.
• You have previous experience with a proven track record leading a team.
• A License Controller Qualification (LCQ) is required while a Manager’s Certificate will be highly desirable.
• Good computer literacy and adaptability to new technology is highly desired.
• Shift work will be required on a rotating roster Mon - Sun including weekends and public holidays and may include late shifts, so flexibility is a requirement

Please Note: Only New Zealand citizens or resident visa holders or people with valid work permits for this role should apply. Please provide evidence of your ability to work in New Zealand when applying.