Guest Services Supervisor

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

PTO

401(k) matching

Job summary

Stonebridge in Ocean City, Maryland is seeking a Guest Services Supervisor to assist the Guest Service Manager by overseeing front office staff and ensuring professional and competent guest service.

The role involves training, monitoring, and coordinating with Engineering and Housekeeping, handling reservations, check-ins/outs, and billing while maintaining high standards of appearance and timeliness.

Qualifications

• Must have strong English reading/writing skills.
• Experience with POS systems and hotel front desk software recommended.
• Willingness to work nights and weekends.

Responsibilities

• Train and monitor front office staff in partnership with Guest Services Manager.
• Monitor Guest Service Scores daily and drive improvements through coaching and training.
• Coordinate with Engineering and Housekeeping on guest requests and room matters.
• Assist with reservations, check-ins and check-outs, and posting charges.
• Handle guest charges and familiarise with room rates and billing.

Skills

Customer service

Communication

Leadership

Coaching

Problem solving

Education

Bachelor's degree

Tools

Outlook

Word

Excel

Job description

City, State

Ocean City, Maryland

Purpose

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

Desired Competencies, Work Skills, And Knowledge

To perform the job successfully, an individual should demonstrate the following competencies. Other competencies may be required.

High Quality of Work

• Demonstrates accuracy and thoroughness.
• Monitors own work to ensure quality.
• Provides the best possible service to clients and customers.

Productivity Standards

• Meets or exceeds productivity standards.
• Produces adequate volume of work efficiently in a specific time.

Customer Service Skills

• Responds to requests for service and assistance.
• Demonstrates the desire and ability to provide high quality service to both internal and external customers.
• Solicits customer feedback to improve service.

Initiative

• Asks for and offers help when needed.
• Includes appropriate people in decision-making.

Accountability

• Takes responsibility for own actions.
• Performs work with little or no supervision; works independently.
• Can be relied upon regarding task completion and follow up.

EDUCATION AND EXPERIENCE REQUIREMENTS

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

Qualifications

• Must have flexibility to work nights and weekends.
• Must be able to read and write fluent English.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to 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 more than 2/3 of the time
• Walk more than 2/3 of the time
• Sit less than 1/3 of the time
• Lift up to ten pounds.
• Push / pull up to 10 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.

Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.

All Stonebridge openings are projected to close within 30 days of the original posting date. This position will no longer be available 30 days from: 2026-07-18

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.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.