Guest Service Supervisor

My Place Hotels; Dickinson (ND); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive Pay

Direct Deposit

Cross-Training

Growth Potential

Job summary

My Place Hotels in Dickinson, ND is seeking a Guest Service Supervisor to oversee the front desk, bookings, and guest experience. This hands-on leadership role requires visible management and adherence to hotel policies.

You will train and supervise Guest Service Representatives, coordinate with the General Manager, manage check-in/out, PMS, and ensure accurate daily reporting and safety procedures. This position offers growth within a hospitality-focused team.

Qualifications

• High school diploma or equivalent.
• Strong communication and customer service skills.
• Proficient in MS Office and basic computer applications.
• Ability to supervise and train Guest Service Representatives.
• Attention to detail and dependability.

Responsibilities

• Deliver exceptional guest service and manage guest check-in/check-out.
• Lead Guest Service Representatives and coordinate training.
• Oversee bookings and use PMS for reservations.
• Handle charges, taxes, and additional hotel services.
• Maintain daily front desk logs and Night Audit Checklist.
• Ensure safety, security checks, and log any concerns.
• Log master keys and manage housekeeping and maintenance access.
• Assist housekeeping with laundry operations.
• Perform additional duties as directed by the General Manager.

Skills

Basic computer skills

Strong communication

Organizational & multi-tasking

Dependability & professionalism

Attention to detail

Education

High school diploma or equivalent

Job description

Location: My Place Hotel - Dickinson

About the Role: The Guest Service Supervisor is dedicated to ensuring a superior guest experience by overseeing all aspects of the guest's stay. This role includes managing booking processes, overseeing the training and development of Guest Service Representatives and working closely with the General Manager. The GSS is expected to be hands‑on, visible and to lead by example ensuring all employees follow established policies and procedures.

What You'll Do:

As a Guest Service Supervisor your shift will be filled with various tasks to provide consistent service to all of our guests and manage the Guest Service Representatives.

• Exceptional Guest Service: Consistently deliver outstanding service, treating both guests and colleagues with respect and courtesy.
• Staff Support and Leadership: Assist in staff training, interview processes, and oversee Guest Service Representatives. Support the General Manager by logging and reporting employee call offs during GM's off-site hours, ensuring they are documented for payroll.
• Check-In/Out Procedures: Greet and manage guest arrivals and departures using the property management system (PMS), including processing charges for rooms, taxes, pet fees, and other hotel services.
• Hotel Operations and Guest Assistance: Be familiar with room rates, amenities, and accessible features of all rooms. Provide guests with information on hotel amenities and local attractions. Address guest concerns or complaints promptly and professionally.
• Telephone Management: Operate the phone system, transfer calls, and schedule wake-up calls. Accurately make reservations via phone, email, and in-person, documenting confirmations and cancellations as necessary.
• Daily Reporting: Maintain and review the Front Desk Log each shift, noting any issues in guest relations, maintenance, or operations. Complete the Night Audit Checklist, maintain cash logs, update call logs, and keep organized records of the day's business.
• Safety and Security Compliance: Adhere to all safety and security protocols. Conduct hourly security checks throughout the hotel, including all floors, stairwells, and exterior doors. Record safety concerns.
• Security of Master Keys: Issue and log master keys and key cards for housekeeping and maintenance staff, performing daily inventory checks.
• Housekeeping: Assist with managing laundry, including washing, drying, folding, and storing linens.
• Other Duties: Perform additional tasks as directed by the General Manager.

What We're Looking For:

Basic Computer Skills: Proficiency in Microsoft Office and basic computer applications.

Strong Communication Skills: Excellent verbal and written communication skills to interact effectively with guests and colleagues.

Organizational & Multi-Tasking : Ability to juggle multiple tasks while maintaining high standards of accuracy and organization.

Dependability & Professionalism: Reliability, professionalism, and consistency in your work are essential.

Attention to Detail: A meticulous approach to ensure accuracy in financial transactions and guest records.

Education: High School degree or equivalent.

Physical Requirements:

Prolonged standing from 90-100% at front desk and working on a computer.

Ability to reach 60" in height.

Move around the building including walking up and down stairs. push/pull vacuums, shovels, cribs, and rollaways up to 50 lbs.

Lift up to 30 lbs. of supplies and linens

Supervisory Responsibility: Supervises Guest Service Representatives.

Travel: Occasional local day travel may be required; no overnight travel anticipated.

Benefits:

• Competitive Pay
• Direct Deposit
• Cross-Training
• Growth Potential

Why Join Us?

This is a rewarding customer focused role that offers growth opportunities. The Guest Service Supervisor position could be the perfect fit for you to apply your skills, personability, and dedication. Join our team and take pride in creating a safe and welcoming environment for our guests and staff, while advancing your career in the hospitality industry.