Guest Services Supervisor

Stonebridge Companies; South San Francisco (CA); On-site; USD 27,000 - 39,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

PTO

401(k) matching

Wellness support

Life and disability coverage

Savings accounts

Tuition aid

Travel and lodging perks

Job summary

Stonebridge Companies is seeking a Guest Services Supervisor in South San Francisco to oversee daily front office operations, including guest reception, reservations, and telephone services. The role supports the Front Office Manager and leads the front desk team to maintain service standards and efficiency.

The position is full-time, non-exempt, with the flexibility to work nights and weekends, and requires English literacy and POS familiarity. Comprehensive benefits are provided.

Qualifications

• Bachelor's degree or 1–2 years of related experience or equivalent combination of education and experience.
• Must be able to read and write fluent English and interpret simple instructions.
• Proficiency with Outlook, Word and Excel; familiarity with POS systems.

Responsibilities

• Train and monitor front office staff with the Guest Services Manager.
• Monitor Guest Service Scores and improve satisfaction through coaching.
• Coordinate with Engineering and Housekeeping on maintenance and room needs.
• Handle reservations, check-in/check-out and posting charges.
• Assist with group blocks and special requests; maintain attendance and appearance standards.
• Perform other duties as requested by supervisor.

Skills

Customer service

Attention to detail

Communication

Flexibility

Education

Bachelor's degree or 1-2 years related experience

Tools

Outlook

Word

Excel

POS system

Job description

City, State:South San Francisco, CaliforniaTitle: Guest Services SupervisorLocation: South San Francisco, CAFLSA: Non-ExemptStatus: Full-timeReports to: Guest Services ManagerSupervises: Front Desk Team MembersPay Range: $24.00 an HourThe Guest Services Supervisor is responsible for overseeing daily front office operations, including guest reception, reservations, and telephone services, ensuring a high level of guest satisfaction. This role supports the Front Office Manager and supervises the front office team to maintain established service standards and operational efficiency.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 KNOWLEDGETo 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 standardsMeets or exceeds productivity standards.Produces adequate volume of work efficiently in a specific time.Associate demonstrates excellent CUSTOMER SERVICE SKILLSResponds 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 INITIATIVEAsks for and offers help when needed.Includes appropriate people in decision-making.Associate demonstrates ACCOUNTABILITY for their job performanceTakes 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.QUALIFICATIONSMust 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 RESPONSIBILITIESPosition will supervise front desk staff, in conjunction with the Guest Service Manager.WORK ENVIRONMENT:The work environment normally entails the following:Indoor work environmentMinimal to moderate noise levels consistent with hotel environmentTop of FormPHYSICAL DEMANDSDuring 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 timeWalk more than 2/3 of the timeSit less than 1/3 of the timeLift 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:2026-08-25Stonebridge 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.