Guest Services Supervisor

The Westin Edina Galleria; Edina (MN); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Pet Insurance

Employer paid Life/LTD

Fully vested 401k

Employee Assistance Program

PTO

Holiday Pay (Hourly)

Recognition Program

Volunteer Initiatives

Marriott Hotel Travel Discounts

Job summary

The Westin Edina Galleria in Edina, Minnesota is seeking a Guest Services Supervisor to lead the Front Office team and ensure the highest quality guest service in line with hotel standards. You will train colleagues and use problem solving to enhance every stay.

Responsibilities include guiding pre‑shift meetings, managing check‑in/check‑out, resolving guest concerns, maintaining guest history data, and coordinating with other departments to safeguard guest safety and satisfaction.

Qualifications

• Minimum two years’ experience in a Guest Services position at a full-service hotel.
• High School diploma or equivalent.
• Strong computer skills and English proficiency.

Responsibilities

• Provide guidance and leadership to the Guest Services team to ensure consistent quality.
• Resolve guest complaints with thorough research and effective solutions.
• Conduct daily pre-shift meetings and communicate information to staff.
• Authorize revenue allowances when needed to remedy issues.
• Ensure check-in/check-out processes run smoothly.
• Maintain guest history data and uphold hotel standards.
• Uphold safety procedures and coordinate inter-departmentally for guest satisfaction.

Skills

Leadership

Training

Problem solving

Critical thinking

Guest service

Communication

Teamwork

Education

High School Diploma or equivalent

Tools

Microsoft Office

Property Management Systems

Communication platforms

Job description

BENEFITSMedicalDentalVisionPet InsuranceEmployer paid Life/LTDFully vested 401kEmployee Assistance ProgramPTOHoliday Pay (Hourly)Recognition ProgramVolunteer InitiativesMarriott Hotel Travel DiscountsPOSITION OVERVIEWThe Guest Services Supervisor is responsible for providing leadership and support to the Guest Services team, ensuring the highest quality service is provided in accordance with hotel standards. They provide training and help to their colleagues and are specialists in all areas of Guest Services. They use problem solving and critical thinking to ensure all guests have a memorable stay.DUTIES AND RESPONSIBILITIESProvide guidance and leadership to the Guest Services team to ensure consistent quality of guest service is provided to all guests in accordance with hotel standards.Observe performance and encourage improvement.Resolve guest complaints by conducting thorough research of the situation and the most effective solution.Prepare and conduct daily pre-shift meetings, communicate effectively with all staff, and provide them with any information necessary to provide the highest level of service.Make recommendations for training related issues when inconsistencies develop.Authorize revenue allowances to remedy problems in the case alterative solutions have been offered but not accepted.Perform all Front Office assigned functions to prepare and execute the ideal experience to guests.Anticipate guests’ needs and respond promptly and acknowledge all guests, however busy and regardless of time of day.Responsible for the check-in/check-out of all guests.Maintain the highest quality database of guest history, preferences, and information.Provide quality and genuine service by responding to guests and team members promptly, efficiently, and courteously.Ensure the safety and well-being of guests and co-workers by maintaining a knowledge of crisis and emergency procedures.Ensure inter-departmental communication and cooperation in the interest of better guest satisfaction.Be knowledgeable of the Hotel and surrounding area.Stay current with hotel procedures by attending each pre-shift and departmental meeting set.Ensure standards are maintained at the highest level.Responsible to achieve and maintain a high guest retention ratio and high guest satisfaction scores.Maintain confidentiality of guest information and pertinent hotel data.Keep work area and public areas neat and tidy at all times.Maintain a professional and personable appearance at all times, according to hotel standards.Successfully achieve the hotel’s core values of ownership, innovation, craft, respect, and community.All other duties as requested.QUALIFICATIONSMinimum two years’ experience in a Guest Services position with a full-service hotel.Must have High School diploma or the equivalent.Must be able to perform job functions with attention to detail and speed and accuracy with the ability to remain calm and resolve problems using good judgement.Ability to work effectively with co-workers as part of a team and with minimal supervision.Strong computer skills, including Microsoft Office, Property Management Systems, and other communication platforms.Good reading, writing, and oral proficiency in the English language.Flexibility to work a varied schedule, which may include weekends and holidays.Ability to lift and carry up to 40 pounds on own and up to 100 pounds with assistance.Ability to stand and for entire shift.Requires writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability, and visual acuity.We are an equal opportunity employer and consider all qualified applicants without regard to legally protected characteristics. Employment decisions are made based on qualifications, merit, and business need. Reasonable accommodation(s) may be provided through the interactive process to enable qualified applicants and associates to perform the essential functions of the position.Offers of employment are contingent upon the successful completion of a background check, and we participate in E-Verify to confirm employment eligibility.