Guest Service Supervisor

LBA Hospitality; Tennessee; On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated Guest Service Supervisor to manage Front Office operations. This role is crucial in ensuring high-quality service and maintaining guest satisfaction. The ideal candidate will possess strong supervisory skills and a commitment to customer service excellence. Responsibilities include training staff, resolving guest issues, and promoting hotel services. This is a fantastic opportunity for someone looking to advance their career in the hospitality industry in a dynamic and supportive environment.

Qualifications

• One year of supervisory experience in the service industry.
• Two years of experience in a customer service role.

Responsibilities

• Oversee daily operations of the Front Office and manage staff.
• Resolve guest issues and promote hotel services.

Skills

Supervision

Customer Service

Communication

Problem Solving

Education

High School Diploma or Equivalent

Tools

Property Management System (PMS)

Job description

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Job Summary

The Guest Service Supervisor oversees the day-to-day operations of the Front Office including, but not limited to: personnel, budget performance, and financial controls.

Prerequisites

The company associates have access to guestrooms and property. As such, character traits of honesty and trustworthiness are essential to this position and must be displayed at all times. Per company policy, potential associates must pass appropriate security clearances.

• One year experience supervising at least three associates.
• Two years' experience in service industry.
• High school diploma or equivalent.

Summary of Essential Job Functions

• Perform major life activities: standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.
• Push or pull 60 pounds unassisted and lift/carry 30 pounds unassisted.
• Stand for eight hours, bend, stretch, reach.
• See and hear.
• Communicate effectively with guests, department heads, associates, and support staff.
• Resolve guest issues professionally with a hospitable attitude.
• Market and promote to increase exposure and sales.
• Stay organized and proactive in a fast-paced environment.

Specific Responsibilities

• Maintain a professional team through training, coaching, counseling, and development.
• Promote positive morale and friendly attitudes.
• Work within budgeted guidelines for revenue and labor.
• Learn and utilize PMS.
• Verify credit card validity and ensure all financial transactions are balanced at shift end.
• Greet and register guests, assign rooms, maintain privacy, and accommodate special requests.
• Promote hotel services and amenities.
• Encourage repeat business with future reservations and product recommendations.
• Identify sales leads through guest interaction and pass information accordingly.
• Maintain safety and security, know emergency procedures.
• Provide high-quality service and products to guests.
• Inform housekeeping and other departments of special requests or needs.
• Maintain certification from a brand-approved responsible vendor training program.
• Use Service Recovery Log and other communication tools; respond promptly to guest comments and issues.
• Perform other duties as assigned or as staffing needs change.

Working Conditions and Special Requirements

• Position requires physical presence at the hotel; remote work is not possible.
• Stand and walk for long periods while maintaining a professional appearance.
• Work any day/shift, including weekends.

Possible Advancement Positions

• Assistant General Manager
• General Manager
• Guest Service Manager