Guest Service Supervisor - The Riding Academy Hotel FT

World Equestrian Center Ocala • Ocala, FL

402d

About The Position

The Guest Service Supervisor at The Riding Academy Hotel is responsible for leading the front desk team to deliver exceptional service to guests while ensuring smooth daily operations. This role focuses on managing room inventory, overseeing guest check-in and check-out processes, and maintaining high levels of guest satisfaction through effective leadership and attention to detail.

Requirements

• Supervisory experience in the hospitality, service industry, or a related field is preferred.
• Proven ability to lead, motivate, and manage a team effectively.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities, with the ability to prioritize effectively.
• Ability to resolve guest complaints and challenges in a calm and professional manner.
• Exceptional computer skills and the ability to learn and operate various hotel management software (Opera Cloud, Medallia Concierge, HotSOS preferred).
• Demonstrated ability to handle cash transactions accurately and securely.
• Strong knowledge of hotel operations, policies, and industry best practices.
• Ability to work flexible hours, including weekends, holidays, and overnight shifts when necessary.

Responsibilities

• Monitor guest check-in and check-out processes, ensuring accuracy and adherence to hotel standards, and handle any special requests or VIP guests.
• Handle guest inquiries, concerns, and complaints with professionalism, ensuring swift resolution and guest satisfaction.
• Monitor guest post-stay surveys and feedback to identify areas for improvement and ensure high levels of satisfaction.
• Actively anticipate guest needs and address any operational challenges in a proactive manner to enhance the guest experience.
• Stay informed about hotel events, activities, and local attractions to provide accurate and helpful information to guests.
• Maintain accurate records of guest interactions, transactions, and service issues for follow-up and resolution.
• Ensure that team members follow departmental standard operating procedures consistently to maintain high service standards.
• Assist with training front desk associates, ensuring all team members are knowledgeable about hotel policies, services, and systems.
• Conduct pre/post shift meetings to ensure team members are informed about daily operations, guest preferences, and hotel happenings.
• Ensure that all cash handling and transactions are accurate and secure, following hotel policies.
• Oversee room inventory management, ensuring accurate availability and allocation of rooms, optimizing occupancy levels, and coordinating with housekeeping to ensure timely room readiness.
• Act as the Manager on Duty (MOD) in the absence of the department manager, handling escalated guest issues, staffing decisions, and operational needs.
• Ensure proper communication and coordination between departments, including housekeeping, maintenance, and management, to fulfill guest requests and resolve issues.
• Perform daily audits of guest accounts, ensuring accurate billing, room charges, and credits during check-out.
• Support the department manager in scheduling and staffing needs.
• Monitor and review guest requests and completed tasks in the Property Management System (PMS) and other internal platforms.
• Ensure the completion of daily checklists and routine operational tasks to maintain service quality and consistency.

Benefits

• Development opportunities
• Family/work life balance
• Drug Free Workplace commitment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed