Guest Services Supervisor

Stonebridge Companies; Walnut Creek (CA); On-site; USD 27,552 - 33,062; Full time

Job summary

Stonebridge Companies in Walnut Creek, CA is seeking a Guest Services Supervisor to oversee daily front office operations, guest reception, reservations, and telephone services, ensuring high guest satisfaction. This role supports the Front Office Manager and supervises the front desk team to maintain service standards.

The ideal candidate will have a Bachelor's degree or 1–2 years related experience, strong communication, proficiency with Outlook/Excel, and ability to work nights and weekends.

Qualifications

• Bachelor's degree (B.A.) from a four‑year college or university; or one to two years of related experience and/or training; or an equivalent combination of education and experience.
• Must have flexibility to work nights and weekends.
• Must be able to read and write fluent English.

Responsibilities

• Oversee daily front office operations and guest reception, reservations, and telephone services to ensure high guest satisfaction.
• Train and monitor front office staff in collaboration with Guest Services Manager.
• Monitor Guest Service Scores daily and implement improvements through training and coaching.

Skills

Customer service

Attention to detail

Communication

Initiative

Accountability

Education

Bachelor's degree (B.A.) or equivalent experience

Tools

Outlook

Word

Excel

POS system

Job description

Guest Services Supervisor

Location: Walnut Creek, CA

FLSA: Non-Exempt | Status: Full-time | Reports to: Guest Services Manager | Supervises: Front Desk Team Members | Pay Range: $22.00 an Hour

The 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.

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 the software system, including all daily transactions and those which are not performed often.
• 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.

Desired Competencies, Work Skills, and Knowledge

• High quality of work: Demonstrates accuracy and thoroughness, monitors own work to ensure quality, and provides the best possible service to clients and customers.
• Productivity standards: Meets or exceeds productivity standards and produces adequate volume of work efficiently in a specific time.
• 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, and solicits customer feedback to improve service.
• Initiative: Asks for and offers help when needed and includes appropriate people in decision‑making.
• Accountability for job performance: Takes responsibility for own actions, performs work with little or no supervision, works independently, and can be relied upon regarding task completion and follow up.

Education and Experience Requirements

Bachelor's degree (B.A.) from a four‑year college or university; or one to two years of related experience and/or training; or an 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 with minimal to moderate noise levels consistent with a hotel environment.

Physical Demands

Stand more than two‑thirds of the time, walk more than two‑thirds of the time, sit less than one‑third of the time. Lift up to ten pounds and push/pull up to ten pounds. Perform these activities while observing safety and security procedures.

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.

Legal and Other Information

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.

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.