Guest Service Supervisor

Job Description

Job Summary

We are looking for a customer-focused Guest Service Supervisor to join our team! As the Guest Service Supervisor, you will greet customers as they arrive, assist them with checking in and out, and handle front desk operations. You will also ensure that the front desk staff you supervise provide guests with exceptional customer service and a positive experience with our hotel, as well as ensuring that all brand standards are adhered to at the front desk. Your role will also include training of new Front Desk Associates. This will primarily be a second shift position with working hours from 3pm-11pm, however scheduling may change to fit the needs of the hotel.

The ideal candidate has previous hospitality experience, a knack for building rapport with guests, and a passion for providing exceptional customer service.

Responsibilities:

Supervise Front Desk Staff

New Hire and Ongoing Training with Front Desk Staff

Respond to guest concerns and resolve them appropriately

Coordinate with other departments within the hotel to ensure guest satisfaction

Anticipate the needs of guests and build rapport

Uphold the highest standards of cleanliness, sanitation, safety, and conduct

Maintain accurate records of registration and payment information

Qualifications:

High school diploma/GED required

Familiarity with hospitality industry standards

Knowledge of front desk operations and procedures

Proficient in English; knowledge of other languages is a plus

Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations

Ability to demonstrate genuine care for customers and employees

Ability to work in a fast-paced environment

Full-time