Guest Service Supervisor 4pm-12am

My Place Hotels•Dickinson, ND

15h•Onsite

About The Position

The Guest Service Supervisor oversees aspects of the guest stay and works to provide a superior, consistent guest experience. The role manages booking processes, supports the training and development of Guest Service Representatives, and works closely with the General Manager. The supervisor is expected to be hands-on and visible, lead by example, and ensure employees follow established policies and procedures. The role handles front desk operations, guest arrivals and departures, reservations, guest questions and concerns, telephone duties, and shift reporting. It also includes supporting staff, documenting employee call-offs during the General Manager’s off-site hours, completing safety and security checks, managing master keys and key cards, and assisting with laundry. Occasional local day travel may be required; overnight travel is not anticipated.

Requirements

Proficiency in Microsoft Office and basic computer applications.
Excellent verbal and written communication skills.
Ability to manage multiple tasks while maintaining accuracy and organization.
Reliability, professionalism, and consistency.
Strong attention to detail, especially with financial transactions and guest records.
High school degree or equivalent.
Ability to stand for prolonged periods (90–100%) at the front desk and work on a computer.
Ability to reach 60 inches in height and move around the building, including walking up and down stairs.
Ability to push or pull vacuums, shovels, cribs, and rollaways weighing up to 50 pounds.
Ability to lift up to 30 pounds of supplies and linens.

Responsibilities

Deliver outstanding service to guests and colleagues with respect and courtesy.
Assist with staff training and interview processes, and oversee Guest Service Representatives.
Log and report employee call-offs during the General Manager’s off-site hours and ensure they are documented for payroll.
Manage guest arrivals and departures using the property management system, including processing room, tax, pet-fee, and other service charges.
Know room rates, amenities, and accessible room features; explain hotel amenities and local attractions to guests.
Address guest concerns and complaints promptly and professionally.
Operate the phone system, transfer calls, and schedule wake-up calls.
Make and document reservations by phone, email, and in person, including confirmations and cancellations.
Maintain and review the Front Desk Log each shift, recording guest-relations, maintenance, and operational issues.
Complete the Night Audit Checklist, maintain cash and call logs, and organize records of the day's business.
Follow safety and security protocols; conduct hourly security checks of hotel floors, stairwells, and exterior doors, and record safety concerns.
Issue and log master keys and key cards for housekeeping and maintenance staff and perform daily inventory checks.
Assist with laundry by washing, drying, folding, and storing linens.
Perform additional tasks as directed by the General Manager.