Guest Services Supervisor

Stonebridge Companies; Ocean City (MD); On-site; USD 42,000 - 60,000; Full time

Job summary

Stonebridge and Aloft - Ocean City Bayside are seeking a Guest Services Supervisor to help oversee front office operations and ensure professional guest service. You will train staff, monitor satisfaction scores, coordinate with Engineering and Housekeeping, and assist with reservations, check-ins, and billing.

The role requires a Bachelor's degree or 1–2 years related experience; fluency in English and strong computer/ POS skills are essential. Nights and weekends flexibility is needed.

Qualifications

• Must have 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.
• 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.

Responsibilities

• Train and monitor front office staff with Guest Services Manager.
• Monitor Guest Service Scores daily and improve guest satisfaction through coaching.
• Communicate with Engineering about maintenance requests.
• Communicate with Housekeeping about rooms and requests.
• Assist with reservations and check-ins/outs; post charges and manage payments.

Skills

Fluent English

Front desk supervision

Customer service

Training & coaching

Communication

Education

Bachelor's degree or 1-2 years related experience

Tools

POS system

Outlook

Microsoft Word

Excel

Job description

## Guest Services SupervisorApplylocations: Aloft - Ocean City Baysidetime type: Full timeposted on: Posted Yesterdayjob requisition id: R0032258# **City, State:**Ocean City, MarylandThe 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.# Associate demonstrates a high QUALITY of work:* Demonstrates accuracy and thoroughness.* Monitors own work to ensure quality.* Provides the best possible service to clients and customers.Associate demonstrates acceptable PRODUCTIVITY standards* Meets or exceeds productivity standards.* Produces adequate volume of work efficiently in a specific time.# Associate demonstrates excellent 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.Associate demonstrates INITIATIVE* Asks for and offers help when needed.* Includes appropriate people in decision-making.Associate demonstrates ACCOUNTABILITY for their job performance* 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:**The work environment normally entails the following:* Indoor work environment* Minimal to moderate noise levels consistent with hotel environmentTop of Form**PHYSICAL DEMANDS**During the course of performing the physical demands of this position, associates are expected to observe and adhere to safety and security procedures, promoting a safe work environment.The physical activity normally entails the following attributes.Position is expected to:* 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:2026-07-18Stonebridge 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.### About UsWe are visionaries in the hospitality industry, fueled by innovation and precision, and guided by our core values, which are Courage, Vigilance, Collaboration, Passion, Creativity, and Empowerment. As a privately owned hotel management company, we are committed to providing experiences and opportunities for our guests to create lifelong memories through travel. Managing a portfolio of over 160 hotels across the United States, we offer extensive growth opportunities for our partners and investors, and exceptional hospitality career opportunities for our team members.All Stonebridge openings are projected to close within 30 days of the original posting date. Please submit your applications by then.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.