GUEST SERVICE SUPERVISOR

NEXCOM•Gulfport, MS

22h

About The Position

The Guest Service Supervisor oversees subordinate NEXCOM Hospitality Group staff responsible for daily front desk operations, including the lobby, guest services, and office operations. The supervisor keeps management in the chain of command informed about situations that exceed their authority and require corrective action or escalation. The position works all shifts, including holidays, as scheduled, and may be called upon to maintain operations during severe weather or other emergencies. The supervisor assists guests with reservations, cancellations, payments, inquiries, check-in and check-out, patron verification, room assignments, credit-card processing, and other front desk services. The role trains and schedules associates, assigns and checks work, monitors productivity, supports staff development, and participates in hiring, counseling, and performance evaluations. It also includes attendance and payroll administration, leave decisions, inventory and supply oversight, and monitoring departmental expenses and budgets. The position uses property management and point-of-sale systems, reconciles transactions, performs night-audit duties, reviews audit packs, researches discrepancies, and assists with month-end reporting. The supervisor may serve as Manager on Duty, maintain guest-room and pass-key security records, and act as a Government Purchase Card holder. The role supports lobby events and breakfast-bar setup and cleanup when needed, coordinates authorized repairs, and maintains compliance with applicable state and federal regulations, OSHA requirements, and NHG procedures while keeping the environment clean and safe.

Requirements

Two years of general experience in administrative, professional, investigative, or other responsible work that provided general knowledge of business practices and administrative processes, skill in person-to-person work relationships, and the ability to exercise mature judgment; alternatively, qualifying education may substitute for some general experience.
One year of responsible administrative, supervisory, professional, or technical experience demonstrating knowledge of Navy Lodge front-of-house operations or comparable knowledge and abilities in a guest-services environment.
Meet all training and other requirements for the position in conjunction with its duties.

Responsibilities

Oversee daily front desk operations, including lobby appearance, guest service, and office operations.
Communicate operational issues and guest concerns to NHG personnel and the management chain of command, escalating situations beyond the position’s authority.
Assist guests in person and through telephone and email, including handling reservations, cancellations, payments, inquiries, check-in and check-out, patron verification, room assignments, credit-card processing, and express check-out.
Train associates on NHG systems, standards, and standard operating procedures; monitor completion of required annual training.
Prepare work schedules, assign and check work, monitor productivity, motivate staff, and encourage development.
Approve or disapprove leave requests, document attendance, enter schedules and leave in the payroll system, and provide the General Manager with daily payroll expense reports.
Issue room keys; sort incoming mail; deliver messages; and deposit guest valuables in safety-deposit boxes when requested.
Manage associates’ uniform inventory and ensure approved uniforms and name badges are worn and maintained properly.
Operate the multi-line telephone system and answer inquiries about services, base facilities, area attractions, and travel directions.
Use the Property Management System to generate reports, enter statistical data, and review information for accuracy.
Use the Point of Sale system to record convenience-store sales when applicable or enter daily sales transactions.
Reconcile daily transactions for property accounts and outlets, perform night-audit functions, review audit packs, research discrepancies, and assist with month-end reporting.
Act as Manager on Duty when assigned and maintain operational continuity in the General Manager’s absence.
Maintain required records if assigned as a Government Purchase Card holder.
Participate in hiring front desk staff, evaluate and counsel staff, complete performance evaluations, approve leave requests, and recommend performance awards.
Assist with setup and breakdown of the complimentary breakfast bar, lobby events, and special-function chairs and tables; clean the immediate and surrounding areas after events when required.
Create and submit purchase requisitions for facility supplies and guest amenities, maintain adequate supplies, monitor equipment use and performance, and request authorized repairs.
Ensure procedures comply with state and federal regulations, OSHA requirements, and NHG standards; maintain a clean and safe environment for guests and associates.
Review departmental budgets and monitor monthly expenses, including payroll, supplies, and amenities.
Protect guest-room and pass-key security, document keys issued and returned in the Key Log Control, and immediately report lost keys to the NHG General Manager.
Work all shifts, including holidays, as scheduled, and help maintain operations during heavy weather or other emergencies when called upon.
Complete training and other requirements for the position and perform other related duties as assigned.