Guest Service Supervisor

Blue Water; Strafford (NH); On-site; USD 42,000 - 54,000; Full time

Job summary

Blue Water is seeking a Guest Services Supervisor to lead daily operations and motivate the team to deliver exceptional guest service. The role emphasizes thorough attention to detail and outstanding communication to resolve guest needs promptly.

You will oversee scheduling, training, and onboarding, coordinate with leadership, and ensure the front desk and PMS tools run smoothly while maintaining a welcoming, guest-ready property.

Qualifications

• Two years of experience in guest services.
• Ability to lead a team and ensure guest satisfaction.
• Excellent communication and attention to detail.
• Experience with front desk operations and PMS systems.

Responsibilities

• Provide daily direction for Guest Services staff and oversee property systems.
• Schedule, assign work, train and onboard new hires.
• Manage check-in/check-out processes and guest requests.
• Escalate guest service issues to property management when needed.
• Coordinate with leadership to ensure guest satisfaction.
• Maintain a clean, guest-ready property and attend to duties as assigned.
• Ensure reliable attendance.

Job description

INTRODUCTION TO ROLE:

The Guest Services Supervisor ensures that all guests receive prompt and attentive service with keen attention to detail. They will motivate their team to ensure guest satisfaction through participation and encouragement.

Benefits eligibility:

• Seasonal:
  • Seasonal roles are not eligible for health benefits
  • Seasonal roles are eligible for sick time and holiday pay.

WHO WE ARE LOOKING FOR:

• Passion for exceeding guest expectations. Experience in providing exceptional Guest Service to the highest standard.
• Spectacular follow-up and follow-through
• Keen attention to detail
• Superior communication skills
• Ability to successfully operate in a high volume, time-sensitive environment.
• Highly organized and detail-oriented
• Computer and system savvy

WHAT YOU WILL WORK ON:

Reasonable accommodations may enable individuals with disabilities to perform essential functions.

• Provide a daily director for the Guest Services staff to maintain ongoing operations and property systems.
• Responsible for scheduling and work assignments. Responsible for working with Leadership to train, onboard new hires, and develop staff. May assist in the recruitment.
• Provides direction to efficiently provide guest services such as the check-in and check-out processes
• Provides onsite escalation for guest service-related issues before transferring to property management. Responds to guests’ requests, problems, complaints, and/or accidents presented at the front desk in an attentive, courteous, and efficient manner.
• Works closely with leadership to ensure guest satisfaction.
• May support site assignments, group needs, and events as needed or directed. In the absence of a full‑time guest service manager, this role may be the liaison between the reservation center and sales and marketing to ensure group sales and events are handled with care at the property.
• May participate in revenue management strategy calls to understand promotions and upcoming site-related changes.
• Maintain a professional working relationship and promote open lines of communication with managers, associates, and other departments.
• Can operate all aspects of the guest services computer system, including report generation, analysis, and simple edits to the PMS system.
• Provides a motivating environment for staff to exceed guest services.
• Ensure the property is always clean, ordered, well-manicured, and guest-ready.
• Performs other duties as assigned.
• Provides regular and reliable attendance.

WHO YOU WILL WORK WITH:

The Guest Service Supervisor reports to the Guest Service Manager and works closely with the Assistant General Manager and General Manager.

WHAT YOU BRING:

• High school diploma
• Minimum two years of experience working in guest services.

WHAT IT TAKES (PHYSICAL REQUIREMENTS):

While performing the duties of this job, the employee is regularly required to talk and hear, use a telephone, and have the dexterity to operate a computer and various systems. This position requires standing for long periods.

The hospitality environment is fast-paced, and at times, you may be required to cover or assist with tasks/job functions outside of the job you were hired for. We require each of our team members to have an All-Hands-On-Deck mindset. This means you may be tasked with other functions and are expected to complete them with the same level of enthusiasm and dedication as your normal job duties.