Guest Services Supervisor

ZipRecruiter; San Francisco (CA); On-site; USD 30,000 - 50,000; Full time

Job summary

A leading company in the hospitality industry is seeking a Front Desk Supervisor to oversee operations, ensuring exceptional guest experiences and team coordination. The candidate will have a strong background in customer service and will play a pivotal role in enhancing the hotel's operational efficiency, training staff, and responding to guest needs. This position offers competitive benefits and a dynamic work environment in the beautiful city of San Francisco.

Benefits

Competitive salary

Hotel employee discount

Health, dental, and vision insurance

Paid holidays, vacation, and sick days

Flexible scheduling

Bonus, signing, and referral programs

Commission for hotel bookings

Qualifications

• Minimum 3 months in hospitality, office work, accounts receivable, or customer service required.
• Ability to operate office and communication equipment.
• High-level verbal and written communication skills.

Responsibilities

• Oversee front desk operations and staff to ensure optimal guest experience.
• Assist in training, scheduling, and resolving customer complaints.
• Monitor workflow, room status, and group activity for efficiency.

Skills

Communication

Customer Service

Teamwork

Problem Solving

Judgment

Education

HS Diploma or equivalent

Job description

Job Description

Job Purpose:

Oversees front desk operations. Provides guest service, guidance, and leadership to ensure consistent customer service is provided. Assigns and instructs team members in work details. Monitors lobby traffic to adjust staffing accordingly. Resolves customer complaints, trains, supervises, schedules, and assists in evaluating staff.

Job Responsibilities:

• Oversee the front desk staff to ensure optimal guest experience and smooth operation. Attend to guest needs at the front desk, knowing the property layout to guide guests and answer questions.
• Create an environment where motivated people want to join, learn, do their best, and advance. Oversee a diverse team of desk agents by modeling, training, empowering, and coaching throughout employment.
• Monitor workflow, room status, and group activity; effectively communicate information to other departments to increase team efficiency and productivity.
• Delegate tasks, monitor staff, and liaise with other departments.
• Assist with security by ensuring cashier reports balance, banks and deposits are verified, and key control is monitored.
• Provide emergency assistance as needed.
• Monitor building safety.
• Participate as part of the support team for various hotel operations.
• Maintain excellent verbal and written English communication skills; proficiency in a second language is helpful.
• Use personal judgment and specialized knowledge to provide information to guests and staff.
• Focus on customer service, anticipating guest needs and responding professionally.
• Handle cash and credit card transactions securely.
• Maintain confidentiality of guest information, including registration and credit card data.
• Access, retrieve, and leverage information from the hotel property management system.
• Work well with others and promote teamwork.
• Work under pressure, addressing and resolving guest issues effectively.
• Encourage open communication with guests and team members.
• Operate switchboards, computers, and office equipment accurately.
• Perform other duties as assigned.

Job Skills:

• Communicate clearly and listen carefully.
• Use judgment and knowledge to assist guests.
• Interact effectively with diverse individuals.
• Adapt quickly between different activities.
• Operate office and communication equipment accurately.

Job Qualifications:

Education: HS Diploma or equivalent.

Experience: Minimum 3 months in hospitality, office work, accounts receivable, or customer service.

Schedule:

• Day, evening, 8, 10, 12-hour shifts
• Weekend availability
• Monday to Sunday
• On call and overtime as needed

Benefits:

• Competitive salary
• Hotel employee discount
• Health, dental, and vision insurance
• Paid holidays, vacation, and sick days
• Flexible scheduling
• Bonus, signing, and referral programs
• Commission for hotel bookings

COVID-19 Safety Precautions:

• PPE provided
• Plastic shields at stations
• Temperature screenings
• Social distancing guidelines
• Sanitizing and cleaning protocols

We are an equal opportunity employer and consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected classes.