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Job Title:  Guest Service Supervisor

Property:  Drury Inn & Suites Indianapolis Northeast
City:  Indianapolis
State:  IN


Basic Function


Under general supervision, assists management team with supervising the front desk / guest services positions of the hotel.  Maintains exceptional +1 Service levels through guest and team member.  Ensures Drury Hotels policy and procedures are consistently communicated and followed at all times.  Maintains a high standard of integrity, service, and hospitality at all times with team members, customer and co-workers.

Job Duties

  1. Has a +1 Service Attitude and provides courteous, friendly guest service by discovering and responding promptly and efficiently to inquiries, requests, and complaints.
  2. Provides motivation and may assist with training for Guest Service personnel to ensure efficient, safe operations and to maintain an atmosphere of +1 Service for our guests and team.
  3. Demonstrates positive leadership characteristics which inspire team members to exceed expectations.
  4. Positively promotes new procedures and policies in adherence to Drury policies and procedures; provides departmental feedback and suggestions to the management team.
  5. Performs duties of Guest Service Agent, Night Auditor or other positions as needed.
  6. Monitors hotel facilities and team member work habits to ensure a safe / secure environment for team members and guests; observes and corrects unsafe conditions.
  7. Appreciates the diversity of our team members and guests and contributes to maintaining a positive work environment at all times.
  8. Assists with implementation of sales and marketing programs, including but not limited to, sales leads, Company approved reservation process and walk prevention to maximize room revenue and occupancy.
  9. Assists with meeting rooms as needed to ensure meeting rooms are properly set up and serviced.
  10. Complies with all applicable local, state and federal laws and regulations.
  11. Complies with hotel's safety / security rules and instructions in performing work efficiently while protecting self, co-workers and the hotel.
  12. Performs other duties as required or assigned.

General Knowledge, Skill and Ability

Requires ability to give and take written and oral direction.

Requires the ability to communicate clearly in English to relate to guests and team members.

Requires thorough knowledge of Drury Hotels policies and procedures.

Requires ability to train, motivate and inspire team members to perform at and above Company expectations.

Requires thorough knowledge of marketing and sales programs.

Requires ability to give attention to detail.  May require some travel.

Mental and Physical Requirements

EDUCATION: Requires knowledge, skill and mental ability equivalent to completion of 2 years of college.

EXPERIENCE: Requires previous hotel experience, preferably in the Front Desk operations.

ESSENTIAL FUNCTIONS:  Requires ability to walk and stand during entire working period or up to 5 or 6 hours. Requires ability to lift 10 - 15 pounds intermittently during the work shift.  Requires ability to perform all Guest Service Agent functions.

Working Relationships

Reports to the General Manager.

Maintains and promotes a positive and cooperative work relationship with all hotel departments.


Nearest Major Market: Indianapolis

Job Segment: Front Desk, Customer Service, Administrative

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