Guest Services Supervisor - Pelham New Orleans

Pelham NOLA; New Orleans (LA); Sur place; USD 36 000 - 48 000; Plein temps

Résumé du poste

Pelham NOLA in New Orleans is seeking a Guest Services Supervisor to oversee front desk operations and deliver outstanding guest experiences. The role combines supervisory duties with hands-on coverage of morning front desk shifts, with occasional evening coverage as needed.

Ideal candidates are strong communicators and problem-solvers who can lead a team, manage check-ins and check-outs, handle guest inquiries, and ensure compliance with hotel policies and standards in a fast-paced setting.

Qualifications

• Front desk experience required; supervisory experience preferred.
• Strong communication and customer-service orientation.
• Ability to multitask and solve problems in a fast-paced environment.
• Hands-on leadership to guide front desk agents and maintain service standards.

Responsabilités

• Supervise front desk staff to ensure smooth operations.
• Assist in training, scheduling, and performance management of front desk agents.
• Oversee guest check-ins and check-outs for a seamless experience.
• Handle guest inquiries, complaints, and special requests professionally.
• Perform front desk duties including reservations, payments, and guest needs.
• Ensure compliance with hotel policies, procedures, and service standards.
• Assist in shift scheduling and provide coverage when necessary.
• Maintain a positive and professional atmosphere for guests and staff.
• Report and follow up on maintenance issues affecting guest rooms.

Connaissances

Leadership

Customer service

Communication

Multitasking

Problem solving

Outils

Hotel software

Description du poste

65 rooms Amenities: lobby concessions counter, on-site bar and restaurant, valet parking, laundry service. With a lobby inspired by a Victorian theater and rooms reflecting the charm of a classic New Orleans manor house, this downtown property blends historic elegance with modern comforts. Eye-catching art, marble finishes, and deco-inspired details create a distinctive environment, while guest rooms offer a mix of manor house character and contemporary amenities. Ideal for hospitality professionals, the hotel provides an engaging setting where creativity, personalized service, and memorable guest experiences are at the heart of operations.

The Guest Services Supervisor plays a key role in ensuring smooth front desk operations while delivering an outstanding guest experience. This position involves both supervisory duties and hands‑on front desk coverage. While the primary responsibility is to oversee front desk staff and daily operations, the role also includes covering front desk shifts a few times per week. The schedule will primarily consist of morning (AM) shifts, with occasional evening (PM) coverage when needed. As the Guest Services Supervisor, you will assist in managing front desk operations, ensuring all guests receive exceptional service from check‑in to check‑out. You will lead by example, providing guidance and support to front desk agents while upholding hotel policies and service standards. The ideal candidate is a strong communicator, problem‑solver, and team leader who thrives in a hospitality‑driven environment.

Responsibilities:

• Supervise and support front desk staff to ensure smooth and efficient operations.
• Assist the Guest Services Manager with training, scheduling, and performance management of front desk agents.
• Oversee guest check‑ins and check‑outs, ensuring a seamless experience.
• Handle guest inquiries, complaints, and special requests professionally and efficiently.
• Perform front desk duties, including processing reservations, handling payments, and responding to guest needs.
• Ensure compliance with hotel policies, procedures, and service standards.
• Assist in shift scheduling and provide coverage when necessary.
• Maintain a positive and professional atmosphere for guests and staff.
• Report and follow up on maintenance issues to ensure guest rooms are in excellent condition.
• Assist in creating daily housekeeping assignments and lead the morning pre‑shift meeting with the housekeeping team.
• Conduct room inspections and follow up on any deficiencies with housekeeping or engineering.
• Assist in assigning daily preventive maintenance tasks to the engineering team.
• Support staff celebrations and recognition efforts to foster a positive work environment.

Requirements:

• Previous front desk or hospitality experience required; supervisory experience preferred.
• Strong leadership and customer service skills with a hands‑on approach.
• Ability to multitask, problem‑solve, and work efficiently in a fast‑paced environment.
• Flexible availability, including mornings, occasional evenings, weekends, and holidays.
• Proficiency in hotel management software is a plus.

HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‑related requirements.