Guest Service Supervisor

 The Guest Services Supervisor is a full-time leadership role responsible for overseeing the daily operations of the guest services team. This role ensures that every guest enjoys a seamless and memorable experience from arrival to departure. The Supervisor sets the tone for exceptional service, supports the front desk and bell staff, and serves as a key point of contact for guests and team members alike. 

Requirements

 Key Responsibilities:

• Supervise and support the guest services team, including front desk agents, bell staff, and lobby attendants.
• Ensure a welcoming arrival experience by assisting with guest check-ins, room orientations, and personally escorting guests to their rooms when appropriate.
• Provide coaching, training, and feedback to team members to uphold service standards.
• Resolve guest complaints and special requests efficiently and with a service-first mindset.
• Monitor guest satisfaction scores and service metrics, taking action to enhance overall guest experience.
• Coordinate with housekeeping and other departments to fulfill guest needs and room readiness.
• Manage staffing schedules using Unifocus, ensuring optimal coverage.
• Oversee the accurate use of Opera PMS for all front office functions.
• Ensure lobby and front desk areas remain clean, organized, and guest-ready at all times.
• Serve as Manager on Duty when required, making operational decisions in the absence of senior leadership.

Qualifications:

• Bachelor's degree in Hospitality Management or related field preferred.
• 2–3 years of experience in a supervisory role within a hotel guest services or front office environment.
• Proficiency in Opera; experience with Unifocus preferred.
• Strong leadership, communication, and guest engagement skills.
• Demonstrated ability to resolve issues quickly and professionally.
• Availability to work a flexible schedule, including weekends and holidays.
• A genuine passion for hospitality and providing high-touch, personalized service.

Physical Requirements:

• Ability to stand, walk, and move throughout the hotel for extended periods.
• Must be able to lift up to 20 pounds occasionally (e.g., assisting with luggage).
• Comfortable escorting guests across the property, including to guest rooms, ensuring they feel welcomed and well-accommodated.
• Frequent interaction with guests in lobby, front desk, and guest room areas.