Guest Service Supervisor

Description

The Guest Service Supervisor ensures an exceptional guest experience by delivering courteous, professional, and efficient service. This role is central to the smooth operation of the front desk, from guest check-in/check-out to handling inquiries and reservations, while also supporting the team and stepping in for leadership when needed.

• Greet, register, and assign rooms to guests, ensuring discretion and professionalism.
• Issue room keys and provide escort instructions to Bell staff or directly to guests.
• Answer guest inquiries regarding hotel services, local dining, entertainment, and travel.
• Maintain accurate records of room availability, guest accounts, and reservations.
• Process billing, collect payments, issue change, and post charges (room, food, beverages, phone, etc.).
• Handle mail, messages, and communications using hotel equipment.
• Enforce credit policies and ensure proper handling of cash and deposits.
• Take initiative to warmly engage with guests, creating a welcoming environment.
• Oversee assigned employees in the absence of the Department Manager, including work assignments and performance oversight.
• Make arrangements for guests (restaurant, transportation, entertainment, special amenities).
• Safeguard guest valuables when needed.
• Flexibly work overtime and irregular hours when required.
• Perform additional duties as assigned by leadership.
• Other duties as assigned.

• Strong interpersonal and communication skills with a guest-first mindset.
• Ability to multitask in a fast-paced environment.
• Detail-oriented with high accuracy in financial transactions.
• Problem-solving mindset and resourcefulness.
• Leadership capabilities to manage and guide team members when needed.
• Discretion and professionalism when handling sensitive guest information.
• Adaptability to changing schedules and priorities.

• Minimum 1 year in guest services, general office, accounts receivable, or customer service; OR an equivalent combination of education and experience.
• Experience handling guest inquiries and resolving concerns in a professional manner.
• Proven track record of accurate financial handling and adherence to policy.
• Supervisory or team leadership experience preferred.

• High School Diploma or equivalent required.

• Medical, dental, and vision (HSA available)
• Company-paid disability & life insurance
• Employee Assistance Program
• Supplemental benefits