Guest Service Supervisor - Hospitality

Red Tail Acquisitions•Madison, NH

9d•Onsite

About The Position

The Guest Service Supervisor is responsible for providing exceptional guest service while overseeing and supporting the daily operations of the resort's front desk and guest services functions. This position welcomes guests, assists with guest requests and concerns, and performs check-in and check-out procedures while ensuring a level of service that meets or exceeds guest expectations. The Guest Service Supervisor provides leadership, guidance, and support to Guest Service Agents, helps ensure adherence to hotel policies and service standards, and assists with training and coaching team members. The position is also responsible for addressing guest concerns professionally, resolving issues in a timely manner, and supporting overall guest satisfaction. The Guest Service Supervisor helps maintain a clean, organized, and welcoming lobby and front desk area and ensures that all guest-facing areas consistently reflect the resort's standards of professionalism and hospitality.

Requirements

1-2 years hotel or hospitality experience
Reliable attendance and punctuality
Strong customer service skills with a genuine commitment to guest satisfaction
Excellent attention to detail and accuracy
Strong organizational and time-management skills
Positive attitude with strong interpersonal, communication, and diplomatic skills
Ability to effectively lead, coach, and support team members
Strong problem-solving and decision-making skills
Excellent math aptitude with strong interpersonal, communication, and diplomatic skills
Professional demeanor and appearance
Proficient computer skills, including Microsoft Word and Excel
Ability to remain calm and professional with handling guest concerns or challenging situations
Ability to stand and walk for extended periods
Must be available to work a flexible schedule, including evenings, weekends, holidays, and varying shifts as business needs require
Must be legally authorized to work in the United States

Nice To Haves

Supervisory experience is preferred
Familiarity with hotel property management systems preferred
Associates degree in Hospitality Management, Business Administration, or a related field strongly preferred
Previous hotel front desk or guest services supervisory experience
Experience with hotel property management systems (PMS)
Experience training or mentoring employees

Responsibilities

Overseeing and supporting the daily operations of the resort's front desk and guest services functions.
Welcoming guests, assisting with guest requests and concerns, and performing check-in and check-out procedures.
Providing leadership, guidance, and support to Guest Service Agents.
Ensuring adherence to hotel policies and service standards.
Assisting with training and coaching team members.
Addressing guest concerns professionally and resolving issues in a timely manner.
Maintaining a clean, organized, and welcoming lobby and front desk area.
Ensuring all guest-facing areas consistently reflect the resort's standards of professionalism and hospitality.