Guest Service Supervisor

Brandt Hospitality Group; Smithfield, Northern (RI, KY); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

PTO with immediate accrual

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) with immediate match

Employee Assistance Program (EAP)

Hotel Discounts Worldwide

Discounts for travel

Job summary

Brandt Hospitality Group in Smithfield, RI is seeking a Guest Service Supervisor to lead and mentor the guest services team while filling in for front desk shifts as needed.

This working manager role focuses on training, performance coaching, and ensuring service standards, with responsibilities spanning daily reporting, guest issue resolution, and staff development.

Qualifications

• Previous guest service experience required.
• Previous supervisory experience preferred.
• Strong customer service and conflict-management skills.
• Familiarity with Opera, MS Office, Word and Excel is a plus.

Responsibilities

• Assigns duties to front office staff and ensures adherence to hotel policies.
• Assists with guest service team member training, including safety training.
• Maintains records including cash flow sheets, registration cards, and sensitive documents.
• Completes daily managers’ report with arrivals, departures, issues and satisfaction scores.
• Handles onboarding, culture training and ongoing development of team members.
• Performs Front Office Manager duties in their absence and mentors staff.
• Recruits, motivates and retains team members; supports HR functions.

Skills

Guest service

Team leadership

Customer service

Communication

Training & coaching

Tools

Opera

Microsoft Office

Excel

Job description

Guest Service Supervisor, you will be responsible for supervising the guest service team, ensuring that quality standards are met and that optimum service is provided. This position is that of a working manager, where time is split between team member training and supervision, as well as filling in for regular front desk shifts, as needed. If you are service-oriented and have a talent for leading and motivating a team, this may be just the job for you!

RESPONSIBILITIES

• Assigns duties to front office staff and observes performance to ensure adherence to hotel policies and established operating procedures. Answers questions as they arise.
• Assists with guest service team member training, including safety training.
• Maintains accurate records including cash flow sheets, registration cards, direct bills, credit cards, and all other sensitive documents.
• Completes daily managers’ report which sums up the day – how many arrivals, departures, guest issues, guest satisfaction scores, standard of the week, etc.
• Takes on projects as assigned by the Front Office Manager and completes them by due date.
• Receives, assists and helps resolve guest complaints and team member issues.
• Provides input to the Front Office Manager on staff meeting topics; assists with leading the meetings.
• Assists with human resources functions of guest service department by engaging and motivating team members and focusing on team member development and retention.
• Observes guest service team members and provides mentoring, coaching and regular feedback to help manage conflict, improve team member performance and recognize exceptional performance.
• Assists with onboarding, culture training and ongoing development of each department team member, with a focus on team member satisfaction, productivity, and guest satisfaction.
• Performs functions of the Front Office Manager in their absence.

QUALIFICATIONS

• Previous guest service experience required.
• Previous supervisory experience preferred.
• Strong customer service skills and the ability to manage difficult guest and team member situations.
• Strong ability to develop, monitor, and train all revenue opportunities.
• Strong ability to manage, train and motivate a diverse team.
• Above average ability to initiate and facilitate renovations and repairs.
• Strong oral and written communication skills. Knowledge of Opera, Microsoft Office, Word and Excel a plus.
• Strong critical thinking ability; ability to make decisions with only general policies and procedures available for guidance.

BENEFITS

• PTO with immediate accrual
• Access 50% of your wages prior to payday
• Discount program for car rentals, travel, entertainment, etc.
• Hotel Discounts Worldwide
• Health Insurance
• Dental Insurance
• Vision Insurance
• Basic Life/AD&D and Supplemental Life Insurance
• Voluntary Options – Critical Illness/Accident/Hospital Indemnity/Short Term Disability/Legal
• Employer Sponsored Long-Term Disability Coverage
• 401(k) with immediate match
• Double Time for Holidays Worked
• Health Savings Account
• Employee Assistance Program (EAP)
• Dependent Care FSA