Guest Service Supervisor

Cambridge Hospitality; Cottondale (AL); On-site; USD 32,000 - 42,000; Full time

Job summary

Cambridge Hospitality is seeking a Guest Services Supervisor for the Holiday Inn Express Tuscaloosa East in Cottondale, AL. You will supervise the front desk, coach staff, and ensure smooth check-in/check-out and guest satisfaction.

Responsibilities include training new hires, managing shift coverage across three shifts, addressing guest concerns, and coordinating with management for quality service delivery. Evening/weekend availability is required.

Qualifications

• High school diploma or equivalent; hospitality degree is a plus.
• 2–4 years front desk or guest services experience.
• 1+ year supervisory experience in hospitality.

Responsibilities

• Supervise guest services team; coach and train staff.
• Handle guest inquiries, complaints, and service recovery.
• Oversee check-in/check-out and review reservations.
• Manage shift coverage and cross-train across three shifts.
• Provide daily shift recap to Guest Services Manager.

Skills

Leadership

Communication

Interpersonal skills

Education

High school diploma or equivalent

Hosp. Mgmt degree a plus (Assoc/Bachelor)

Tools

Opera PMS

OnQ PMS

Cloudbeds

Job description

Job Overview

Job Title: Guest Services Supervisor

Location: Holiday Inn Express & Suites Tuscaloosa East - COTTONDALE, AL 35453

Job Type: Full Time • Education: High School Diploma or equivalent • Department: Guest Services • Schedule: Any shift (non-exempt)

Responsibilities

• Be responsible for team member call outs/no shows, and cover shifts as needed.
• Be available for phone calls and other communications at all times.
• Work across all three shifts and participate in training for new hires.
• Supervise all Guest Services activities; provide coaching and training to team members; lend support during busy periods.
• Greet guests with a positive attitude upon arrival and departure of the hotel.
• Answer telephone calls pleasantly and with correct phrasing; aim to answer within three rings where possible.
• Check in and check out guests following established policies and procedures.
• Review arriving reservations at the start of each shift, check for third-party reservations, special requests, VIPs, and make corrections as needed.
• Audit in-house guest folios for balances; collect payments to settle balances.
• Utilize the Quore database for interdepartmental communication; encourage daily use and coach team members accordingly.
• Audit cash counts in the Log Book within Quore; document inconsistencies and follow up as needed.
• Handle guest complaints efficiently and courteously; log complaints in Quore and close them when resolved; escalate to Guest Services Manager if necessary.
• Be knowledgeable of scheduled groups and meetings; review information to ensure arrangements are in place for arrivals.
• E-mail a daily shift recap to the Guest Services Manager detailing issues, compliments, and needs.
• Set up and prepare any game day activities as required by the hotel.
• Maintain inventory of service recovery items, office supplies, and amenities; inform the Guest Services Manager when stock is low.
• Occasionally work in housekeeping to enable assistance with guest housekeeping needs during later shifts.

Qualifications

Education & Experience

• High school diploma or equivalent (an Associate or Bachelor’s in Hospitality Management is a plus).
• 2–4 years of experience in front desk or guest services roles.
• 1+ years of supervisory or team leadership experience in a hospitality setting.

Skills & Competencies

• Strong communication and interpersonal skills.
• Proficiency with hotel property management systems (PMS) such as Opera, OnQ, or Cloudbeds.
• Ability to handle guest complaints and resolve issues diplomatically.
• Organizational and multitasking skills, especially during high occupancy.
• Basic financial and reporting skills (e.g., shift audits, cash handling).

Leadership & Teamwork

• Proven ability to train, coach, and motivate team members.
• Experience in delegating tasks and managing shift operations.
• Ability to foster a positive and professional work environment.

Availability & Flexibility

• Willingness to work evenings, weekends, and holidays.
• Ability to stand for extended periods and perform light physical tasks.

Safety & Reporting

As an employee, it is your responsibility to be aware of and report any safety hazards or violations observed during work duties.