GUEST SERVICE SUPERVISOR

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

Job summary

A leading company is seeking a Supervisor for the front desk operations of their hospitality group. The role involves overseeing daily operations, training staff, and ensuring compliance with regulations. Ideal candidates will have experience in guest services and strong interpersonal skills.

Qualifications

• 2 years in administrative or responsible work.
• 1 year in administrative supervisory or technical work.

Responsibilities

• Oversees front desk operations including guest services.
• Trains staff on systems and monitors training completion.
• Handles room keys, sorts mail, and manages inventory.

Skills

Interpersonal Skills

Communication

Education

Academic Study in Hospitality

Job description

Job Summary

Supervises subordinate NEXCOM Hospitality Group (NHG) staff responsible for daily front desk operations. Keeps management informed of situations exceeding authority to implement corrective actions.

Responsibilities

1. Oversees NHG front desk operations including lobby appearance, guest services, and office functions.
2. Works all shifts, including holidays, as scheduled.
3. Communicates with NHG personnel and chain of command regarding operations, guest issues, or situations requiring escalation.
4. Utilizes various communication modes to assist guests with reservations, cancellations, payments, check-in/check-out, verification, room assignments, and credit card processing.
5. Trains staff on NHG systems, SOPs, and monitors annual training completion.
6. Creates work schedules, assigns tasks, checks work quality, monitors productivity, and encourages staff development.
7. Approves or disapproves leave requests, manages attendance, and records schedules and leave in payroll system.
8. Handles room keys, sorts mail/messages, deposits valuables, and manages inventory of uniforms and supplies.
9. Operates multi-line phones, records messages, and provides information on services and local attractions.
10. Uses Property Management System (PMS) for reporting and data entry, reviews for accuracy.
11. Records sales via Point of Sale (POS), reconciles daily transactions, and assists with night audit functions.
12. Acts as Manager on Duty as assigned, maintains operational continuity in the absence of the General Manager.
13. Participates in hiring, staff evaluation, performance reviews, and recommends awards.
14. Assists with setup and breakdown of lobby events, including breakfast bars and special functions.
15. Prepares purchase requisitions, maintains supplies, monitors equipment, and coordinates repairs.
16. Ensures compliance with OSHA and federal/state regulations, maintains a safe environment.
17. Monitors departmental budgets and expenses.
18. Manages security of guest rooms and keys, reports lost keys immediately.
19. Performs other duties as assigned.

Qualifications

General Experience: 2 years in administrative, investigative, or responsible work demonstrating knowledge of business and administrative practices, and interpersonal skills.

Substitution of Education: 1 year of academic study in hospitality or related field can substitute for 6 months of experience.

Specialized Experience: 1 year in administrative supervisory or technical work demonstrating knowledge of Navy Lodge or similar guest service operations.

About the Company

Save on electronics, handbags, jewelry, Navy Pride items, shoes, clothing, and more at the Navy Exchange. Shop online or locally today!