Guest Service Supervisor: Lead Front Desk & Team Growth

Residence Inn Providence Lincoln; Smithfield (RI); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

PTO with immediate accrual

Discount program for car rentals,旅行,娱乐

Hotel Discounts Worldwide

Health Insurance

Dental Insurance

Vision Insurance

Basic Life/AD&D and Supplemental Life

Voluntary Options – Critical Illness/

Employer Sponsored Long-Term Disabilty

401(k) with immediate match

Double Time for Holidays Worked

Health Savings Account

Employee Assistance Program (EAP)

Dependent Care FSA

Job summary

Residence Inn Providence Lincoln is seeking a Guest Service Supervisor to lead the front desk team, balance training with daily supervision, and fill in for shifts as needed.

The role emphasizes guest satisfaction, staff development, and adherence to hotel policies. Responsibilities include reporting, onboarding, mentoring, and maintaining high service standards across the guest services team.

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.

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.

Skills

Guest service

Supervision

Customer service

Team leadership

Training & development

Tools

Opera

Microsoft Office

Excel

Job description

Residence Inn Providence Lincoln is seeking a Guest Service Supervisor to lead the front desk team, balance training with daily supervision, and fill in for shifts as needed.

The role emphasizes guest satisfaction, staff development, and adherence to hotel policies. Responsibilities include reporting, onboarding, mentoring, and maintaining high service standards across the guest services team.