Guest Services Supervisor

The Glen House Hotel; Gorham (NH); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

Health Coverage

401K plan

Paid time off

Travel discounts

Job summary

The Glen House Hotel in Gorham, NH is seeking a Guest Services Agent to ensure a welcoming and efficient environment for guests. Responsibilities include managing guest check-ins/outs, handling inquiries, and assisting with training new staff. The ideal candidate has at least 2 years of customer service experience, demonstrates leadership and strong communication skills, and maintains a high standard of service. The role is physically demanding, requiring the ability to walk, stand, and lift items safely.

Qualifications

• Minimum of 2 years prior customer service experience preferred.
• General knowledge of bookkeeping and audit procedures helpful.
• Ability to share knowledge and teach tasks to others.

Responsibilities

• Approach encounters with guests and employees in a friendly, service-oriented manner.
• Ensure logging and delivery of all messages, packages, and mail professionally.
• Monitor key control to maintain hotel security.
• Assist in training and cross-training of new hires.

Skills

Leadership

Problem-solving

Basic computer skills

High-level customer service

Effective communication

Attention to detail

Education

High school diploma or equivalent

Job description

Benefits

• Health Coverage That Works for You: We contribute up to 80% toward individual health plans and offer affordable dental and vision insurance. Plus, with FSA and HSA options, you can plan for your healthcare costs your way.
• Secure Your Future: With our 401K plan and discretionary yearly match, you can build the financial future you deserve.
• Peace of Mind: We provide paid group term life insurance for select positions, 50% shared cost short‑term disability, and you have the option to purchase additional employee paid life insurance.
• Time for You: Enjoy our robust PTO plan and 7 paid holidays to maintain work‑life balance. Need quick access to your paycheck? Our earned wage access program has you covered!
• Additional Support: From our Employee Assistance Program (EAP) to a sober support network, and our commitment to being a recovery‑friendly workplace, we’re here to help you thrive personally and professionally.
• Perks: Love to travel? Enjoy exclusive hotel travel discounts as a member of our team. Additional benefits may be available based on property specific locations!

Responsibilities

• Approach all encounters with guests and employees in a friendly, service‑oriented manner.
• Always maintain a friendly and warm demeanor. Ensure that employees are always attentive, friendly, helpful and courteous to all guests, managers and fellow employees.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all rates, packages, and promotions currently offered.
• Have knowledge of and assist in all emergency procedures as required.
• Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner.
• Be able to perform all duties of Guest Services Agent. Run room status reports in a timely manner and relay necessary information to affected departments and individuals.
• Monitor key control to maintain hotel security.
• Answer all guest inquiries in a timely and professional nature.
• Assist in training and cross training of new hires and current employees on a regular basis. Attend meetings/training as required by management.

Skills Required

• Leadership, problem‑solving, and basic computer skills; ability to share knowledge and teach others to perform tasks, high‑level customer service, effective communication with guests and team members, able to follow instructions, learn quickly, pay attention to detail, and maintain composure when working under pressure.

Experience / Education

• Minimum of 2 years prior customer service experience preferred; general knowledge of bookkeeping and audit procedures helpful; high school diploma or equivalent combination of education and work experience.

Physical Demands

• This is a physically demanding job that requires extended periods of walking, standing and occasional lifting of up to 50 pounds (computer paper, guest luggage etc.). Reasonable accommodations may be made to enable eligible individuals to perform the essential functions.

Equal Opportunity Employer

The Olympia Companies is an equal opportunity employer and is committed to providing employment opportunities to qualified applicants without regard to such characteristics as race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability, genetic information, protected veteran status or any other factor protected by applicable law.