Guest Services Lead: Elevate Guest Experience

OCI Hospitality; Los Angeles (CA); On-site; USD 40,000 - 60,000; Full time

Job summary

OCI Hospitality in Los Angeles is seeking a Guest Services Supervisor to lead the guest services team, uphold brand standards, and ensure exceptional service across the property.

This role focuses on supervising front desk operations, training staff, handling guest interactions from arrival to departure, reviewing billing, and driving guest loyalty while maintaining a clean, professional appearance. You will work closely with leadership to optimize revenue and occupancy across the hotel.

Qualifications

• Strong interpersonal and communication skills.
• Excellent organizational skills and attention to detail.
• Ability to handle stressful situations with poise and professionalism.
• Leadership qualities and a professional image.
• Conduct work-related functions in a professional manner.

Responsibilities

• Performs all duties of a Guest Services Representative
• Registers and processes guests upon arrival and departure
• Demonstrates and provides exceptional guest service to all hotel guests
• Demonstrates telephone courtesy and professionalism
• Maintains personal connections with guests and clients to encourage guest loyalty
• Assists in supervising guest services department with efforts relating to recruitment, orientation, training and scheduling
• Uses appropriate selling techniques to maximize revenue and occupancy
• Demonstrates a working knowledge of all services and facilities of the hotel and local area
• Assists in reviewing and approving billing accounts and department reporting
• Assists in maintaining product and service quality standards by investigating complaints and initiating corrective action
• Maintains clean and professional appearance of public areas and hotel office
• Performs additional responsibilities as assigned by leadership

Skills

Interpersonal skills

Communication skills

Organizational skills

Leadership

Professional image

Job description

OCI Hospitality in Los Angeles is seeking a Guest Services Supervisor to lead the guest services team, uphold brand standards, and ensure exceptional service across the property.

This role focuses on supervising front desk operations, training staff, handling guest interactions from arrival to departure, reviewing billing, and driving guest loyalty while maintaining a clean, professional appearance. You will work closely with leadership to optimize revenue and occupancy across the hotel.