Guest Services Supervisor

Quorum Hospitality; Wilmington (DE); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health Benefits

Holidays & Paid Time Off

401(k) Retirement Plan

Education Program

Hotel Travel Discounts

Daily Pay

Job summary

Residence Inn Wilmington Downtown is seeking a Guest Services Supervisor to lead the front desk team and ensure outstanding guest experiences. You will drive service excellence from check-in to check-out and support room revenue goals through effective supervision and daily operations.

Ideal candidates have 2+ years in hotel front office roles, supervisory experience, and a solid command of Windows. This full-time role offers benefits, travel discounts, and opportunities for professional growth

Qualifications

• 2+ years progressive experience in hotel front office operations.
• Previous supervisory experience preferred.
• A high school diploma or equivalent is required; a 2 to 4-year college degree is preferred.
• Must be proficient with Windows operating systems.

Responsibilities

• Provide attentive, friendly, and efficient service at the Front Desk, ensuring every guest feels welcomed and valued.
• Handle all guest requests, problems, and complaints with professionalism and follow up to ensure complete satisfaction.
• Assist in motivating, coaching, and managing the Front Office team, including hiring and training.
• Maximize room revenue and occupancy by analyzing daily reports, monitoring rate efficiency, and overseeing credit reports.
• Assist with scheduling and reviewing payroll submittals.
• Work closely with Accounting to handle purchase orders, invoices, returned checks, rejected credit cards, employee discrepancies, etc.
• Ensure proper cash handling, monitor reservations for courtesy and upselling, and manage key control and Front Office procedures.
• Participate in M.O.D. and Night Audit coverage as scheduled.
• Other duties as assigned.

Skills

Front desk operations

Supervisory experience

Customer service

Windows proficiency

Education

High school diploma

College degree preferred

Tools

POS systems

Job description

Residence Inn Wilmington Downtown
1300 N Market St
Wilmington, DE 19801, USA

Description

Join our team as a Guest Services Supervisor at Residence Inn Wilmington Downtown!

Imagine being the guiding force behind every guest's memorable stay, where your leadership and attention to detail ensure that each visitor feels like a VIP. As our Guest Services Supervisor, your role will be central to maintaining our high standards and maximizing room revenue, all while creating a friendly and efficient atmosphere from check-in to check-out. If you excel in providing top-notch service and enjoy leading a team to success, we'd love for you to join us!

Your Role:

In the position of Guest Services Supervisor, you'll play a crucial role in leading our team and ensuring our guests receive exceptional service. Some of your responsibilities will include:

• Provide attentive, friendly, and efficient service at the Front Desk, ensuring every guest feels welcomed and valued.
• Handle all guest requests, problems, and complaints with professionalism and follow up to ensure complete satisfaction.
• Assist in motivating, coaching, and managing the Front Office team, including hiring and training.
• Maximize room revenue and occupancy by analyzing daily reports, monitoring rate efficiency, and overseeing credit reports.
• Assist with scheduling and reviewing payroll submittals.
• Work closely with Accounting to handle purchase orders, invoices, returned checks, rejected credit cards, employee discrepancies, etc.
• Ensure proper cash handling, monitor reservations for courtesy and upselling, and manage key control and Front Office procedures.
• Participate in M.O.D. and Night Audit coverage as scheduled.
• Other duties as assigned.

What We're Looking For:

• At least 2+ years progressive experience hotel front office operations.
• Previous supervisory experience preferred.
• A high school diploma or equivalent is required; a 2 to 4-year college degree is preferred.
• Must be proficient with Windows operating systems.

What We'll Do For You:

• Health Benefits - Comprehensive Medical, Dental, and Vision insurance available starting the first of the month after just 30 days. (Full-time team members)
• Holidays & Paid Time Off - Take time to relax and recharge. (For eligible team members)
• 401(k) Retirement Plan - Secure your future with our generous company match.
• Education Program - Further your career with our tuition reimbursement program.
• Hotel Travel Discounts - Explore the world with special rates.
• Daily Pay - Access your earnings when you need them.

Why Join Quorum Hospitality?

Quorum Hospitality, ranked among the nation's leading hotel management companies, has been delivering value-driven hospitality solutions since 1987. Our diverse portfolio features renowned hospitality brands such as Marriott, Hilton, Hyatt, and IHG, highlighting our commitment to excellence in customized management. Our team is dedicated to building strong relationships and providing exceptional service that benefits guests, owners, and team members alike. Headquartered in Plano, Texas, and Newport Beach, California, we pride ourselves on fostering a culture of integrity and innovation.

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.