GUEST SERVICE SUPERVISOR

Navy Exchange Service Command; New York (NY); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading company is seeking a Guest Service Supervisor to oversee front desk operations and manage staff in a hospitality setting. The role requires effective communication and leadership skills, along with a strong focus on customer service. Responsibilities include training staff, managing guest inquiries, and ensuring compliance with safety standards. The ideal candidate will have experience in administrative or supervisory roles related to guest services.

Qualifications

• 2 years of experience in administrative or supervisory work.
• 1 year of experience in guest services or Navy Lodge operations.

Responsibilities

• Manage front desk operations and guest service office functions.
• Train staff and monitor performance.
• Handle reservations, payments, and inquiries.

Skills

Communication

Leadership

Customer Service

Education

1 year of academic study in hospitality

Tools

Property Management System (PMS)

Point of Sale (POS)

Job description

Job Description - GUEST SERVICE SUPERVISOR (250001G7)

Job Summary: Supervises subordinate NEXCOM Hospitality Group (NHG) staff responsible for daily front desk operations. Keeps management informed of issues exceeding authority for correction actions.

Responsibilities include:

1. Managing front desk operations, lobby appearance, and guest service office functions.
2. Working all shifts, including holidays.
3. Communicating with NHG personnel and chain of command regarding operations and guest issues.
4. Assisting guests via phone, email, or in person with reservations, check-in/out, payments, and inquiries.
5. Training staff on systems and SOPs; monitoring and ensuring completion of annual training.
6. Scheduling staff, checking work quality, and motivating performance.
7. Handling leave requests, attendance, and payroll documentation.
8. Issuing room keys, sorting mail, depositing valuables.
9. Controlling inventory of uniforms and equipment.
10. Operating multi-line phones, recording messages, and providing information.
11. Using Property Management System (PMS) for reports and data entry.
12. Recording sales via Point of Sale (POS) system and reconciling accounts.
13. Performing night audit functions and assisting with end-of-month reports.
14. Acting as Manager on Duty as needed.
15. Maintaining safety standards, participating in emergency operations.
16. Participating in hiring, evaluating, and counseling staff.
17. Assisting with event setup and breakdowns as required.
18. Managing supplies, equipment maintenance, and repairs.
19. Ensuring compliance with OSHA and other regulations.
20. Monitoring departmental budgets and expenses.
21. Securing guest rooms and managing key control.

Minimum Qualifications:

• 2 years of experience in administrative, professional, investigative, or responsible work, demonstrating knowledge of business practices and judgment.
• OR substitution: 1 year of academic study in hospitality, with at least 6 semester hours per year in relevant subjects, may substitute for 6 months of experience.
• 1 year of responsible experience in administrative, supervisory, or technical work related to guest services or Navy Lodge operations.