Guest Service Supervisor

Westmont Group•Omaha, NE

5d•Onsite

About The Position

The Guest Service Supervisor oversees hotel operations during evening shift hours, with a primary focus on Front Office performance, guest satisfaction, and overall team coordination. This role ensures consistent follow-up on guest needs, supports evening shift associates across departments, and maintains a strong emphasis on safety and security. In partnership with the Front Office Manager, the Guest Service Supervisor contributes to daily operations, workforce planning, and staffing to ensure alignment with hotel standards and procedures. This position plays a key role in delivering exceptional guest experiences while maintaining operational efficiency. During evening shifts, the Guest Service Supervisor serves as the primary point of contact for escalations, responding promptly to guest concerns, resolving issues effectively, and managing emergency situations as they arise. This role is essential in ensuring a safe, secure, and seamless environment for both guests and team members.

Requirements

Basic leadership skills including coaching, motivating, counseling, and disciplining.
Ability to use computer keyboard, telephone, and electronic equipment to meet requests effectively.
Ability to communicate all significant incidents/accidents in clear English language, utilizing excellent writing skills.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to diffuse anger and collect accurate information and professionally resolve problems.
Considerable knowledge of all departments’ functionality, hotel facilities/services, as well as city and current events.
Excellent verbal communication skills.
Good hearing and visual ability in order to detect signs of an emergency.
High school diploma required.
Prior hotel experience required.
Conflict resolution skills.
Multi-tasking skills.
Ability to meet deadlines and work toward department goals.

Nice To Haves

prior supervisory experience preferred

Responsibilities

Manage and monitor activities of all employees in the Front Office, Drivers, Housekeeping/Laundry, Maintenance, and F&B departments making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
Maintain a professional and high-quality service-oriented environment at all times.
Act as supervisor on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests, and any other issues that may arise.
Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.
Inform all Overnight staff of nightly activities, group, and VIP arrivals as well as special requests and repeat guests. Check accommodations, make sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.
Must be able to do scheduling, payroll, and other paperwork
Must actively participate in the decision-making process on guest relocation for nights when overcapacity, execute accordingly and ensure a smooth relocation process. This effort must be coordinated with the Front Office Manager and/or Manager on Duty prior to shift start.
Assist the Front Office Manager in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling, and purchasing.
Work closely with the Housekeeping Department to improve guest services and foster cross-departmental communication.
Be aware and able to enforce all fire-life safety procedures. Remain current in all updates with regard to new procedures and training. Ensure staff is fully trained in emergency procedures. This position is a member of the hotel’s emergency response team.
Report any suspicious persons, activities, and/or hazardous conditions to the Security department and/or the Front Office Manager.
Perform regular room and public space inspections on a nightly basis.
Complete pre-shift meetings with all departments and ensure communication continues throughout the hotel.
Complete SALT tracking and develop/deliver on Continuous Service Improvement Plans involving staff in each department.
Follow up with other department heads in project work and staff productivity.
Perform other duties as assigned.