Guest Services Supervisor

Stonebridge Companies; Ocean City (NJ); On-site; USD 42,000 - 54,000; Full time

Job summary

Stonebridge is seeking a Guest Services Supervisor in Ocean City, MD. The role supports the Guest Service Manager by overseeing front office staff, ensuring guests are served professionally and efficiently.

Responsibilities include training, monitoring service scores, coordinating with Engineering and Housekeeping, handling reservations, check-ins/outs, and posting charges. Flexible to work nights and weekends is required.

Qualifications

• Bachelor's degree (B.A.) from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
• Flexibility to work nights and weekends.
• Read and write fluent English.
• Read and comprehend simple instructions, short correspondence, and memos.
• Write simple correspondence.
• Interpret and perform basic computer and POS system functions.
• Knowledge of Outlook, Word and Excel.

Responsibilities

• Train and monitor front office staff with Guest Services Manager.
• Monitor Guest Service Scores daily and improve guest satisfaction through training and coaching.
• Communicate with Engineering and Housekeeping regarding maintenance and room requests.
• Assist with reservations and guest check-in/check-out and posting charges.
• Supervise front desk staff with the Guest Service Manager.

Skills

Customer service

Communication

Organization

Problem solving

Accountability

Education

Bachelor's degree or 1-2 years experience

Tools

Outlook

Excel

Word

POS system

Job description

Guest Services Supervisor

City, State: Ocean City, Maryland

The purpose of a Guest Services Supervisor is to assist the Guest Service Manager by overseeing the responsibilities of the Front Office staff, ensuring that the guests are being serviced in a professional and competent manner.

Responsibilities

• Work with Guest Services Manager to train and monitor front office staff.
• Monitor Guest Service Scores daily and take action to improve guest satisfaction through training, coaching and problem resolution.
• Communicate with the Engineering Department regarding any maintenance requests from the guests.
• Communicate with the Housekeeping Department regarding guest rooms and requests.
• Have complete working knowledge of the software system, including all daily transactions and those which are not performed often.
• Assist with reservations and checking guests in and out of the hotel.
• Know how and where to post all charges.
• Handle checks and credit cards received from the guests for payment of hotel charges.
• Know all room rates.
• Assist the Guest Service Manager by handling special requests, group blocking and unusual circumstances.
• Maintain regular attendance, be consistently on time, and observe prescribed work, break, and meal periods in compliance with standards.
• Maintain high standards of personal appearance and grooming, which include compliance with the dress code.
• Perform any other duties as requested by supervisor.

Desired Competencies, Work Skills, and Knowledge

• High quality of work: accuracy, thoroughness, monitoring own work to ensure quality, providing best possible service.
• Productivity: meet or exceed productivity standards, produce adequate volume of work efficiently in a specific time.
• Excellent customer service skills: respond to requests for service and assistance, provide high quality service, solicit feedback to improve service.
• Initiative: ask for and offer help when needed, include appropriate people in decision‑making.
• Accountability: take responsibility for own actions, work with little or no supervision, perform work independently, be reliable for task completion and follow‑up.

Education and Experience Requirements

• Bachelor's degree (B.A.) from a four‑year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Qualifications

• Flexibility to work nights and weekends.
• Read and write fluent English.
• Read and comprehend simple instructions, short correspondence, and memos.
• Write simple correspondence.
• Interpret and perform basic computer and POS system functions.
• Knowledge of Outlook, Word and Excel.

Supervisor Responsibilities

Position will supervise front desk staff, in conjunction with the Guest Service Manager.

Work Environment

Indoor work environment, minimal to moderate noise levels consistent with hotel environment.

Physical Demands

• Stand and walk more than two‑thirds of the time.
• Sit less than one‑third of the time.
• Lift up to ten pounds.
• Push / pull up to ten pounds.

Equal Employment Opportunity

Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Benefits

Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.