Guest Services Supervisor

Mirbeau; Plymouth (MA); On-site; USD 30,000 - 37,000; Full time

Job summary

Mirbeau is seeking a Guest Services Supervisor to lead the front desk and bell teams, ensuring every guest journey is smooth, personal, and memorable. The role requires charismatic leadership, exceptional communication, and the ability to multitask in a collaborative spa/hotel setting.

Responsibilities include greeting and checking in guests, resolving concerns with empathy, coordinating with Spa and F&B, and training team members to uphold Mirbeau's standards of excellence.

Qualifications

• Experience in hotel, resort, or spa operations with front desk procedures.
• Proven supervisory or team leadership experience in hospitality.
• Familiarity with PMS and hotel software applications.

Responsibilities

• Lead the Guest Services team to deliver consistent service and uphold Forbes/Mirbeau standards.
• Greet, register, check in/out guests, manage guest inquiries and payments.
• Coordinate with Housekeeping, Spa, and F&B to ensure seamless guest experiences.
• Train, coach, and provide performance feedback to front desk staff and bell team.
• Maintain open communication with departments and manage pass-on logs for shifts.
• Develop strategies to improve front office efficiency and guest satisfaction.

Skills

Leadership

Communication

Multitasking

Guest service

Tools

PMS software

Job description

• At Mirbeau, we’ve spent more than 25 years delivering award-winning hospitality rooted in wellness, care and excellence. As a Forbes-rated, family-owned company, we’re committed to creating a workplace where our people feel supported, respected and empowered to grow. That’s why health, balance and well-being are core values in everything we do.
• In this highly collaborative role, the Guest Services Supervisor leads and supports the front desk team, works in coordination with different departments, and ultimately ensures each guest journey is smooth, personal and memorable- with each arrival and departure reflecting Mirbeau’s signature hospitality, and the exceptional, curated experiences we’re known for. Our ideal candidate is a charismatic, articulate leader with experience in hotel or spa operations. They bring purposeful, high-impact leadership that elevates both team performance and the guest experience. Exceptional communication skills, composure under pressure, and the ability to multitask with ease are essential. They lead with clarity, intention, and authentic care—fostering a culture built on trust, respect, and excellence.

Pay rate: $22.00 to $27.00

Schedule - Flexible

Job Responsibilities:

• GuestExperience & Service Standards
  • Deliver exceptional service to all guests, following Forbes and Mirbeau Standards
  • Greet, register, and check in arriving guests; create key cards and escort or direct guests to their rooms
  • Assist departing guests with check-out procedures, billing inquiries, and payment processing
  • Promptly and professionally resolve guest concerns with empathy, clarity and discretion
  • Promote resort amenities and services by staying informed on all offerings, hours of operation, and special promotions
  • Respond to guest inquiries and reservation requests via phone, email, and in person- providing accurate information and courteous assistance
• Front Desk Operations
  • Verify daily arrivals, room statuses, and ensure guest requests are logged and communicated using the pass-on log
  • Maintain accurate billing by coordinating with Spa and Food & Beverage teams for room folio transfers
  • Keep the front desk and adjacent areas clean, organized, and fully stocked
  • Perform all front desk associate tasks as needed, including checklists, drawer counts, and preparation of guest deliveries and amenities
  • Ensure front desk is properly prepared for evening and overnight shifts
  • Prepare pre-registration materials and verify post-reservations after the Reservations Desk has closed
  • Communicate effectively with the next shift, ensuring a seamless guest experience and operational continuity
• Team Leadership and Training
  • Lead, coach, and support the Guest Services team (Front Desk, Bell Persons) in delivering consistent service
  • Provide ongoing training, performance feedback, and disciplinary guidance as needed
  • Assist HR team with interviewing, hiring, and onboarding of new team members
  • Monitor and reinforce the proper use of company policies and service standards, by all employees, at all times
  • Ensure all team members maintain professional appearance, including proper uniforms, nametags, and personal hygiene
• Communication & Coordination
  • Maintain open lines of communication with all departments to ensure operational alignment and service excellence
  • Work closely with Housekeeping to ensure timely and accurate room status updates
  • Attend required meetings as deemed necessary by the resort
  • Communicate all important updates, incidents, and guest needs through daily pass-on logs and internal communication tools
• Administrative & Strategic Duties
  • Conduct regular inventory of office supplies and guest amenities; assist with reordering as needed
  • Develop strategies to enhance front office efficiency and operations
  • Enforce all resort policies and procedures with consistency and professionalism
  • Address and respond to major guest or operational issues that arise during scheduled shifts
• Qualifications, Skills & Educational Requirements:
• Experience & Background
  • Previous experience in hotel, resort, or spa operations, with a strong understanding of front office procedures and guest service standards
  • Proven supervisory or team leadership experience, ideally within an elevated hospitality setting
  • Familiarity with Property Management Systems (PMS) and other hotel software applications is highly desirable
  • Demonstrated success in coordinating across departments to support seamless guest experiences
• Guest Service & Communication
  • • A genuine passion for hospitality and a deep commitment to guest satisfaction, with the ability to create warm, thoughtful, and memorable experiences
    • Exceptional communication skills- both verbal and written- with the ability to convey information clearly, tactfully, and professionally
    • The ability to engage graciously and effectively with guests, colleagues and leadership at all levels
• Professional Presence & Demeanor
  • • A polished, professional, and well-kept appearance in line with elevated hospitality standards
    • A calm, confident, and welcoming presence, with the ability to navigate guest interactions with empathy, efficiency and [grace]
    • A naturally pleasant and charismatic demeanor, with the ability to foster trust and ease in every interaction
• Organizational & Operational Skills
  • • Strong organizational and multitasking skills, with the ability to manage multiple priorities in a fast-paced environment
    • Attention to detail and the ability to remain composed under pressure
    • Experience leading or assisting with front desk operations, including scheduling, check in/check out procedures and team coordination
• Technical Proficiency
  • • Proficiency in computer systems and hotel-related software; experience with PMS platforms is preferred
    • Ability to answer guest inquiries, manage reservations, and support administrative needs efficiently and accurately
• Physical Requirements
  • • Ability to stand for extended periods and maintain energy, focus, and professionalism throughout the shift

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.