GUEST SERVICE SUPERVISOR (FULL TIME)

Navy Exchange; Washington (District of Columbia); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading company is seeking a Front Desk Supervisor to oversee daily operations, manage staff, and ensure excellent guest services. Responsibilities include training staff, handling guest inquiries, and maintaining compliance with regulations. Ideal candidates will have experience in hospitality and strong leadership skills.

Qualifications

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

Responsibilities

• Supervises front desk operations and staff.
• Handles guest reservations, payments, and inquiries.
• Trains staff and monitors their performance.

Skills

Communication

Leadership

Customer Service

Education

Post-high school academic study in hospitality

Tools

Property Management System

POS system

Job description

Job Summary:

Supervises subordinate NEXCOM Hospitality Group NHG staff responsible for daily operations of the front desk. Keeps appropriate management in the chain of command informed of situations exceeding their authority necessary for corrective actions.

Duties and Responsibilities:

1. Responsible for NNHG front desk operations, including lobby appearance, guest service, office operations, etc. Must work all shifts, including holidays, as scheduled. Communicates with NHG personnel and chain of command regarding operations, guest issues, or situations requiring escalation.
2. Uses various communication modes (in person, telephone, email) to assist guests with reservations, cancellations, payments, inquiries, check-in/check-out, patron verification, room assignments, and credit card processing.
3. Trains staff on NHG systems, SOPs, etc. Monitors and ensures completion of annual training. Prepares work schedules, assigns tasks, checks work quality, monitors productivity, motivates staff, and encourages development.
4. Approves or disapproves leave requests, documents attendance, uses payroll system to manage schedules, annotate leave, and report to General Manager.
5. Issues room keys, sorts mail, deposits valuables, manages inventory of uniforms, and ensures proper uniform and badge maintenance.
6. Operates multi-line phones, records and delivers messages, and answers inquiries about services, facilities, attractions, and directions.
7. Uses Property Management System (PMS) to generate reports, input data, and monitor accuracy.
8. Uses POS system to record sales and enter transactions.
9. Reconciles daily transactions across all accounts, ensures balance accuracy, performs night audit, reviews audit packs, resolves discrepancies, and assists with end-of-month reports. May act as Government Purchase Card holder.
10. Acts as Manager on Duty as assigned, maintaining operations in the absence of the General Manager.
11. Completes all training and position-specific requirements.
12. May assist during emergencies, heavy weather, or special events, including setup and cleanup.
13. Participates in hiring, evaluates, counsels, and completes performance reviews for front desk staff, and recommends awards.
14. Assists with setup/breakdown of breakfast bars and event furniture, and maintains cleanliness.
15. Prepares purchase requisitions, maintains supplies, monitors equipment, and arranges repairs.
16. Ensures compliance with OSHA and other regulations, maintains a safe environment.
17. Reviews departmental budgets, monitors expenses including payroll, supplies, and amenities.
18. Maintains security of guest rooms and keys, reports lost keys, and performs related duties.

Qualifications:

General Experience: 2 years in administrative, investigative, or responsible work demonstrating knowledge of business practices, administrative processes, and mature judgment.

OR Substitution of Education: 1 year of post-high school academic study in a hotel lodging or hospitality school, with at least 6 semester hours per year in related subjects, may substitute for 6 months of experience.

Specialized Experience: 1 year in administrative, supervisory, professional, or technical work demonstrating knowledge of Navy Lodge front-of-house operations or similar guest services environment.