Hotel - Guest Service Supervisor

About Us
We are the home of harness racing in Victoria.
We are a seven day a week entertainment venue with a range of racing and non-racing offerings including dining facilities, large function & conference rooms, 41 room four-star hotel, busy gaming lounge and sports bar & TAB.
We are committed to providing high standards of excellence in racing, hospitality and customer service with a passion for providing our customers with a great experience.
Responsibilities
People
In consultation with Management, create and implement staff training to ensure all staff are aware of MEP Service Standard e.g. all employees should project professionalism, are well trained, well presented and provide friendly and efficient service.
Implement MEP Customer Service standards, personally communicate to staff and practice Customer Service standards
Monitor level of customer service and in conjunction with Management, recommend and implement training or other action as required.
Available to make decisions regarding guest concerns and take responsibility for resolving problems
Operations
Assist Hotel Manager to plan tasks, review resources to meet guest needs, set work standards and allocate priorities
Ensure compliance to all MEP values, policies and procedures
Manage rosters for Reception/Front Office to achieve the most cost-effective outcomes without sacrificing service standards. This role is expected to man the Reception Front Desk especially during busy periods e.g. Greet and register guests, show rooms, collect payment etc.
Identify opportunities for continuous improvement in work processes and procedures and implement changes in workplace practices.
Assist in Venue presentation through effective supervision during operating hours and routine inspections.
Manage housekeeping services daily to ensure standards are met and communicated.
Manage self and your direct staff to optimum level, attending training courses that fulfil job knowledge and any development plan.
Marketing & Financial
Assist Management to create and implement marketing and pricing strategies to maximise occupancy rates and hotel profitability
Assist with the development of hotel's annual budget and monitor performance of the hotel throughout the year
Actively promote MEP facilities and contribute to the development of new promotional activities for the venue/hotel to maximise revenues. It is expected that this role is constantly aware of new market trends and activities of competitors in the local area, ensuring that MEP is always one step ahead of the competition
Review rates daily and adjust accordingly to remain competitive.
About You
You love being part of a team and approach your work in an energetic and positive manner. You will work closely with the position to ensure the smooth running of the area. You will also have the following competencies:
Hotel Reception Experience is highly desirable
Certificate III in Hospitality (Operations) or equivalent experience.
Excellent communication and interpersonal skills.
Ability to take initiative and a practical approach to problem solving.
Courteous and pleasant attitude towards guests and colleagues.
Positive and flexible approach to work (weekend and evening work will be required).
Availability
Must be available to work a rotating roster including days, nights, weekends and all major events.
In return excellent benefits are on offer including competitive salary, free onsite car parking, staff discounts, training and career development.
Apply Now
We thank everyone for their application. Only those selected for an interview will be contacted.
The successful applicant will be required to undergo background checks in accordance with company policy including a police check.
We are an Equal Opportunity and Child Safe employer. We embrace diversity and are committed to child safety and supporting the best interests of children in all our operations. We are dedicated to attracting and retaining people from a diverse background, including but not limited to, those identifying as LGBTIQ, Aboriginal and Torres Strait Islander, people from cultural and linguistically diverse (CALD) backgrounds, and people with a disability.
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