Guest Experience Supervisor

OTH Hotels•Pittsburgh, PA

2d•Onsite

About The Position

The Guest Experience Supervisor oversees front desk operations and supports the Front Office Manager in delivering exceptional guest service and efficient daily operations. The role supervises front desk agents, concierge, and bell staff while ensuring smooth check-in and check-out processes, accurate room assignments, and consistent adherence to brand standards. This is a fast-paced, guest-facing, property-based hotel position involving an active presence at the front desk and coordination across departments. The role uses shift-based scheduling, including nights, weekends, and holidays, and involves frequent standing and direct guest interaction. Success requires strong leadership and communication, along with the ability to resolve guest issues quickly while maintaining high service standards.

Requirements

High school diploma or equivalent required.
Experience with hotel front desk or hospitality operations required.
Strong leadership and team management skills.
Excellent customer service and guest relations abilities.
Strong communication and interpersonal skills.
Problem-solving and conflict resolution skills.
Ability to multitask in a fast-paced environment.
Attention to detail and accuracy in operations.
Familiarity with hotel management systems, such as Opera or Fidelio.
Strong organizational and decision-making skills.
Frequent standing during the entire shift and frequent walking throughout front office areas.
Ability to occasionally lift or carry up to 25–50 lbs.
Ability to work in a fast-paced, high-traffic guest-facing environment.
Flexible schedule, including nights, weekends, and holidays.
No travel required; position is fully property-based.

Nice To Haves

Degree in Hospitality Management preferred.
Prior supervisory experience preferred.
Hospitality certifications preferred.

Responsibilities

Lead and supervise front desk agents, concierge, and bell staff.
Create and manage staff schedules and shift coverage.
Train new employees and provide ongoing coaching and support.
Monitor staff performance and enforce hotel policies and procedures.
Ensure consistent application of brand standards across the team.
Ensure smooth and efficient check-in and check-out processes.
Handle VIP arrivals and special guest requests.
Resolve guest complaints promptly and professionally.
Maintain high levels of guest satisfaction and service recovery excellence.
Oversee daily front office operations and workflow.
Ensure accurate room assignments and availability updates.
Monitor reservations, cancellations, and no-shows.
Coordinate with housekeeping to ensure room readiness.
Prepare operational reports, including occupancy, revenue, and guest feedback.
Maintain accurate records and front office documentation.
Ensure billing accuracy and manage cash and credit transactions.
Support audit and compliance requirements.
Act as a liaison between departments, including housekeeping, maintenance, and sales.
Conduct shift briefings and ensure clear communication across teams.
Support smooth operational flow through effective information sharing.
Assist in maintaining a cohesive guest service experience across departments.