Guest Service Supervisor

ROSEWOOD LODGING COMPANY LLC•Tuscaloosa, AL

8d•Onsite

About The Position

As the Guest Service Manager, you help bring our mission—We Take Care of People—to life every single day. You are a leader, a coach, and the friendly face our team and guests look to for support. Your role ensures that our guests enjoy a warm, seamless, and memorable experience from the moment they step inside to the moment they leave. You’ll work closely with the General Manager to guide our Guest Services Team, uphold brand standards, strengthen guest satisfaction, and support a positive, uplifting work environment rooted in our core values: Kindness, Excellent Attitude, Focus, Clean-Clean, and Efficiency. Understanding Your Role Before stepping into this position, all team members should have a clear and confident understanding of the responsibilities and expectations outlined in the Employee Manual. This ensures you’re fully prepared to lead with consistency, fairness, and support.

Requirements

A warm, positive leadership style, with the ability to inspire, support, and guide team members.
Strong communication skills—friendly, clear, and confident in both verbal and written interactions.
Previous hotel or Guest Services experience required, with leadership or supervisory experience strongly preferred.
Excellent problem-solving abilities, especially when assisting guests or supporting team members during busy or challenging moments.
Organized and detail-oriented, with the ability to manage schedules, reports, inventory, and daily operations efficiently.
Comfortable using computer systems, including PMS, CRM tools, email, and training platforms (or willing to learn).
Reliable and dependable, with consistent attendance and a strong sense of responsibility to the team.
Calm under pressure, able to make thoughtful decisions and maintain a professional, welcoming environment.
Guest-focused mindset, with a passion for delivering exceptional hospitality and creating memorable experiences.
Team-oriented attitude, committed to supporting the General Manager, Guest Services Team, Marketing Coordinator, and other departments.
Willingness to learn, grow, and model WHM’s core values: Kindness, Excellent Attitude, Focus, Clean-Clean, Efficiency
Legally authorized to work in the United States.

Responsibilities

Lead the Guest Services Team in a way that reflects WHM’s mission, vision, and core values.
Interview, select, and recommend top talent using the Wilson Hospitality Interview Process.
Provide ongoing coaching, encouragement, and constructive feedback to help team members grow.
Administer corrective action when needed, following policy guidelines and proper documentation.
Ensure all Guest Services Representatives complete required Hilton U training.
Collaborate with HR to support WHM-specific training programs.
Review time punches, attendance, and scheduling for accuracy and fairness.
Monitor shift checklists and guide team members toward consistent improvement.
Create thoughtful, occupancy-based schedules using Hotel Effectiveness labor plans.
Support the front desk during busy times—greeting guests, assisting with check-ins/check-outs, and answering calls.
Maintain proper inventory of approved front desk supplies while staying within budget.
Ensure front office brand standards are consistently met.
Respond to guest feedback via SALT, Revinate, and TripAdvisor within 48 hours.
Follow up personally with guests who had concerns to ensure positive resolutions.
Log guest incidents, requests, and notes in Quore for proper follow-through.
Be a visible, welcoming presence at the Front Desk and in the Lobby—guest interaction is a key part of your day.
Review the Hilton CRM list daily to identify special guests and coordinate recognition with the Marketing Coordinator.
Assist with preparing and delivering thoughtful welcome amenities.
Prepare and share a weekly guest feedback summary with the management team.
Serve as Manager on Duty when the General Manager is off-property and complete the MOD checklist.
Maintain the Treat Shop—ordering, stocking, and organizing items to brand and budget standards.
Submit Honors points through the Guest Assistance application as needed.
Assist with special tasks or projects assigned by the General Manager.
Your safety—and the safety of our guests—comes first. Please stay aware of your surroundings, report hazards promptly, and follow all safety guidelines to help keep our property secure and welcoming.