Job Summary
We are seeking a dynamic and customer-focused Guest Services Supervisor to lead our front desk team in providing exceptional hospitality experiences. The ideal candidate will oversee guest interactions, ensure smooth operations at the front desk, and uphold the highest standards of guest satisfaction. This role requires strong leadership, excellent communication skills, and a passion for hospitality. Bilingual or multilingual abilities are highly valued to serve our diverse clientele effectively.
Responsibilities
- Deliver exceptional guest service and ensure compliance with hotel and brand standards.
- Address guest concerns, complaints, and service recovery situations in a timely and professional manner.
- Assist with Manager on Duty (MOD) responsibilities as assigned.
- Monitor guest satisfaction scores and support initiatives to improve the overall guest experience.
- Supervise, coach, train, and support Front Desk team members.
- Ensure proper staffing levels and effective shift coverage.
- Monitor room inventory, occupancy, and daily operations to maximize efficiency and minimize overbooking.
- Coordinate with other departments to ensure seamless communication and guest satisfaction.
- Review guest incident logs and communicate important information to management.
- Promote loyalty programs, upselling opportunities, and hotel amenities.
- Assist with front office financial operations, cash handling, audits, and guest billing accuracy.
- Complete daily reports, tracking forms, and operational documentation.
- Supervise Front Desk, Night Audit, Shuttle Service, and Security operations during assigned shifts.
- Perform Front Desk Agent, Reservations Agent, Night Auditor, and Shuttle Driver duties when required.
- Conduct room and public area inspections to ensure cleanliness and quality standards are maintained.
- Maintain a professional appearance and positive attitude while representing the hotel as a brand ambassador.
- Ensure compliance with all hotel, brand, and company policies and procedures.
- Perform additional duties and special projects as assigned by management.
Experience
- Previous experience in hotel front desk or guest services roles is preferred
- Strong background in hospitality or customer service industries
- Experience managing multi-line phone systems and handling guest inquiries in a professional manner
- Bilingual or multilingual skills are a plus, enabling effective communication with diverse guests
- Demonstrated leadership abilities with experience supervising or training team members
- Excellent interpersonal skills with a focus on hospitality and guest satisfaction
- Knowledge of hotel operations, reservation systems, and front desk procedures is desirable
Pay: $17.50-$19.00 per hour
Work Location: In person
