Guest Services Supervisor

Hotel Equities; El Paso (TX); On-site; USD 22,000 - 23,000; Full time

Job summary

Hotel Equities is seeking a Guest Service Supervisor to oversee the front desk, ensure outstanding guest experiences, and lead a team to greet, check-in, and check-out guests with accuracy and courtesy.

The role includes training staff, handling payments, resolving issues swiftly, answering calls, and promoting the guest loyalty program while maintaining a welcoming atmosphere for all guests.

Qualifications

• Front desk leadership experience preferred
• Strong guest-service orientation
• Ability to train and coach staff
• Excellent communication and problem-solving skills

Responsibilities

• Supervise front desk operations to ensure high-quality service
• Train, direct, coach and evaluate front desk team members
• Resolve guest issues quickly to maintain satisfaction
• Greet and register guests, verify reservations and payments
• Promote guest loyalty programs and recognize members
• Handle payments, deposits and daily receipts accurately
• Issue room keys and manage security for access areas
• Respond to guest inquiries by phone and in person
• Assist with reservations, check-ins and check-outs
• Provide local area information and hotel services knowledge
• Respond to and resolve guest complaints promptly
• Ensure accuracy in guest records and billing
• Maintain courteous, efficient and professional demeanor at all times
• Assist guests with luggage and shuttle services if applicable
• Use guest names to personalize service
• Ensure smooth operation during peak periods

Skills

Guest service

Front desk supervision

Team supervision

Reservations handling

Cash handling

Check-in/check-out

Guest relations

Telephone etiquette

Job description

Pay Range

USD $16.00 - USD $17.00 /Hr.

Job Description

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Service Supervisor.

Job Purpose

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate andtimely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel informationand guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote "preferred" guest program and provide recognition and benefits to all current members.
• Accept payment for guests' accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.
• Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints
• Answer telephone promptly and properly being polite, courteous, and friendly
• Be friendly, thorough, accurate and efficient in taking reservations
• Be friendly, thorough, accurate and efficient in performing Check-ins
• Be friendly, thorough, accurate and efficient in performing Check-outs

(If applicable) Operate or assist with shuttle or transportation Service in a timely and courteous manner

• Assist guests with luggage upon their arrival to and departure from the hotel
• Use the guests' names
• Be knowledgeable and helpful about the local area, the hotel and hotel services
• Handle messages, wake-up calls, mail, and faxes properly