Guest Services Supervisor

The Study at Johns Hopkins is currently seeking a Guest Service Supervisor, to provide genuine hospitality and highest quality of service to our guests. This position organizes, confirms, processes, and conducts all guest check-ins/outs, room reservations, requests and inquiries. Under the direction of the Guest Service Manager, the Guest Service Agent is responsible for the daily operation of the Front Desk and Living Room.

Our caring and attentive associates reinforce our principal belief that guest service is our highest priority. We have opportunities for energetic, service-oriented individuals who are experienced in providing efficient service and memorable experiences.

Responsibilities

• Communicates with the Engineering Department regarding any maintenance requests from the guests.
• Checks AM and PM discrepancy reports.
• Has full understanding of software system and assists with reservations.
• Can perform all of the front desk functions to include Guest Services, Reservationists, Security, etc.
• Assists Guest Service Agents by checking guests in and out of the hotel.
• Regularly calculates and/or posts charges, receipts, cash payments and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Receives money from guests for payment of hotel charges and makes correct change.
• Handles checks and credit cards received from the guests for payment of hotel charges.
• Gives directions to hotel facilities, rooms and local area attractions.
• Provides for a safe work environment by following all safety and security procedures and rules.
• Courteously answer inquiries and accept reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Coordinate with all departments of the hotel to manage guest requests, as well as answer general guest inquiries about the hotel and the surrounding area.
• Trains all new Guest Service Agents.

Fundamentals

• Ability to maintain a friendly, cheerful and courteous demeanor at all times.
• Education: High school diploma or general education degree (GED).
• Experience: 1 year within a customer facing role.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.
• Intermediate computer skills. Working knowledge of Microsoft Outlook, Word and Excel.
• Flexibility to work any shift including evenings, weekends and holidays.
• Excellent verbal and written interpersonal communication skills.
• Proficiency in English required. A second language is desirable.
• Strong organizational skills including follow up, time management, ability to multi-task and manage multiple priorities in a fast-paced environment.
• Ability to positively communicate and interact with all hotel departments.
• Ability to grasp, lift and or carry, or otherwise, move goods weighing a maximum of 50 lbs.
• Ability to stand for long periods of time in an indoors with a thematically climate-controlled workstation.
• EOE AA- Minorities/Females/Vet/Disability/Gender Identity/Sexual Orientation.

About Us

The Study at Johns Hopkins, the fourth property of the Study Hotels brand, is located at the main gate of Johns Hopkins University’s Homewood Campus. As part of the revitalized Charles Village corridor, guests will feel immersed in both campus life and the surrounding community, and able to enjoy all that Johns Hopkins University and Baltimore have to offer the moment they leave the hotel.

Eligible full-time team members are offered a comprehensive benefits package including medical, dental, vision, life and disability insurances, paid time off, and paid holidays.

Study Hotels is an Equal Opportunity Employer and does not discriminate based on age, race, religion, disability, nationality, sex, sexual orientation, or any other category protected by federal, state, or local law.