Guest Service Supervisor

Hotel Lucine; Rockport (MA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

PTO

Paid sick time

Job summary

The Cove Rockport is seeking a Front Office Supervisor to oversee daily Front Office operations and ensure top-tier guest service. The role involves greeting guests, check-in/out, and guiding a guest-focused team across shifts.

You will monitor front desk areas, respond to guest inquiries, and coordinate with other departments to meet guest needs. Flexibility to work weekends and holidays is required.

Qualifications

• Previous hotel, hospitality, or guest service experience required.
• Must be available to work a flexible schedule, including weekends and holidays as needed.

Responsibilities

• Oversee the daily operation of the Front Office and ensure consistent, professional guest service.
• Greet guests, assist with check-in/check-out, and respond to questions, requests, and concerns.
• Lead by example by being visible, welcoming, and proactive with guests.
• Monitor the lobby, front desk, and public areas to ensure they are clean, organized, and welcoming.
• Resolve guest concerns professionally and follow up to ensure satisfactory resolution.
• Communicate guest needs and operational issues to the appropriate department.

Skills

Strong communication

Interpersonal skills

Customer service

Organizational skills

Time management

Multitasking

Team leadership

Flexibility

Tools

Front desk systems

Job description

The Cove Rockport
Rockport, MA 01966, USA

Description

Key Responsibilities

Front Office & Guest Experience

• Oversee the daily operation of the Front Office and ensure consistent, professional guest service.


• Supervise and support Front Office/Desk Attendants during assigned shifts.


• Lead by example by being visible, welcoming, and proactive with guests.


• Greet guests, assist with check-in/check-out, and respond to questions, requests, and concerns.


• Provide recommendations for restaurants, activities, transportation, and local attractions.


• Monitor the lobby, front desk, and public areas to ensure they are clean, organized, and welcoming.


• Resolve guest concerns professionally and follow up to ensure satisfactory resolution.


• Monitor guest feedback and online reviews and identify opportunities for improvement.


• Communicate guest needs and operational issues to the appropriate department.

Reservations & Groups

• Assist with managing individual reservations and modifications.


• Assist with group reservations, room blocks, arrivals, departures, and special requests.


• Review upcoming arrivals and departures for accuracy and special accommodations.


• Help coordinate VIPs, repeat guests, special occasions, and other guest preferences.


• Communicate effectively with guests and group contacts before and during their stay.


• Ensure reservation notes and guest information are accurate and up to date.


• Assist with room assignments and pre-arrival planning.

Team Supervision

• Provide direction, coaching, and support to Front Office staff.


• Help ensure Desk Attendants are actively engaged with guests and property responsibilities throughout their shifts.


• Assist with training new Front Office employees.


• Monitor adherence to Front Office procedures and service standards.


• Help address performance or service issues and communicate concerns to management.


• Lead shift communication and ensure important information is passed between shifts.


• Assist with scheduling and coverage as needed.

Daily Responsibilities

• Review arrivals, departures, VIPs, groups, and special requests.


• Review reservations and room assignments for accuracy.


• Conduct Front Office and property walkthroughs.


• Check lobby, entrance, guest areas, and other public spaces for cleanliness and presentation.


• Review the Front Office Daily To-Do List and ensure tasks are completed.


• Monitor guest requests, maintenance issues, and housekeeping needs.


• Follow up on unresolved guest concerns.


• Review and communicate important shift notes.


• Assist with check-ins, check-outs, reservations, and guest needs.


• Ensure the Front Desk is properly stocked and organized.


• Verify that Front Office procedures are being followed.

Weekly Responsibilities

• Review upcoming group arrivals and room blocks.


• Review upcoming VIPs, special occasions, and repeat guests.


• Review reservations for the upcoming week and identify potential issues.


• Assist with Front Office scheduling and coverage.


• Review guest feedback and identify recurring concerns or opportunities.


• Review supplies and communicate ordering needs.


• Meet with management as needed regarding Front Office operations, staffing, and guest experience.


• Assist with reviewing departmental checklists and procedures.

Monthly Responsibilities

• Assist management with reviewing Front Office performance and guest feedback.


• Review recurring reservation or operational issues and recommend improvements.


• Assist with monthly inventory of Front Office supplies and amenities.


• Assist with basic departmental budget tracking and expense review.


• Review scheduling needs and upcoming staffing requirements.


• Assist with updating Front Office procedures and training materials.


• Participate in monthly operational meetings.


• Review group and reservation processes to identify opportunities for greater efficiency.


• Assist with ensuring Front Office records, checklists, and administrative tasks are current.

Administrative & Back Office Support

• Assist with basic Front Office reporting and administrative tasks.


• Provide light support with departmental budgets, invoices, and expense tracking.


• Assist with payroll/timekeeping and scheduling as needed.


• Maintain accurate guest and reservation records.


• Assist with purchasing and inventory for Front Office supplies.


• Support management with projects and operational needs.


• Maintain confidentiality of guest and company information.

Qualifications

• Previous hotel, hospitality, or guest service experience required.


• Previous supervisory or leadership experience preferred.


• Strong communication and interpersonal skills.


• Excellent customer service skills with a genuine interest in helping guests.


• Strong organizational and time-management skills.


• Ability to multitask and prioritize in a busy hotel environment.


• Comfortable handling guest complaints and difficult situations professionally.


• Familiarity with hotel reservation/front desk systems preferred.


• Basic computer and administrative skills.


• Ability to work independently while also being an effective team leader.


• Must be available to work a flexible schedule, including weekends and holidays as needed.

Physical Requirements

• Ability to stand and walk for extended periods.


• Ability to move throughout the hotel and property regularly.


• Ability to lift and carry light items and supplies.


• Ability to assist guests with luggage or other reasonable guest needs when necessary.

Position: Front Office Supervisor
Location: The Cove
Employment: Full-Time, Year-Round
Hours: Approximately 32 hours per week
Schedule: Flexible schedule including weekends and holidays as needed
Benefits: Paid Time Off (PTO) and paid sick time, subject to company policy

What Success Looks Like

A successful Front Office Supervisor at The Cove is present, engaged, and proactive. They don't simply stay behind the desk waiting for guests to approach—they are walking the property, checking in with guests, supporting their team, anticipating needs, and making sure the Front Office is operating smoothly.

They are the person the team can turn to when they need direction and the person guests can rely on when they need assistance.

The goal is simple: a welcoming Front Office, an engaged team, and guests who feel genuinely taken care of throughout their stay.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.