Guest Service Supervisor

Lark Hospitality Career Site•Rockport, MA

1d•Onsite

About The Position

The Guest Service Supervisor will oversee the daily operation of the Front Office and ensure consistent, professional guest service. This role involves supervising and supporting Front Office/Desk Attendants, leading by example, and ensuring a welcoming and efficient guest experience. The supervisor will handle guest interactions, resolve concerns, monitor feedback, and collaborate with other departments to meet guest needs. Additionally, the role includes assisting with reservations, managing group arrivals, and providing direction and coaching to the Front Office team.

Requirements

Previous hotel, hospitality, or guest service experience required.
Strong communication and interpersonal skills.
Excellent customer service skills with a genuine interest in helping guests.
Strong organizational and time-management skills.
Ability to multitask and prioritize in a busy hotel environment.
Comfortable handling guest complaints and difficult situations professionally.
Basic computer and administrative skills.
Ability to work independently while also being an effective team leader.
Must be available to work a flexible schedule, including weekends and holidays as needed.
Ability to stand and walk for extended periods.
Ability to move throughout the hotel and property regularly.
Ability to lift and carry light items and supplies.
Ability to assist guests with luggage or other reasonable guest needs when necessary.

Nice To Haves

Previous supervisory or leadership experience preferred.
Familiarity with hotel reservation/front desk systems preferred.

Responsibilities

Oversee the daily operation of the Front Office and ensure consistent, professional guest service.
Supervise and support Front Office/Desk Attendants during assigned shifts.
Lead by example by being visible, welcoming, and proactive with guests.
Greet guests, assist with check-in/check-out, and respond to questions, requests, and concerns.
Provide recommendations for restaurants, activities, transportation, and local attractions.
Monitor the lobby, front desk, and public areas to ensure they are clean, organized, and welcoming.
Resolve guest concerns professionally and follow up to ensure satisfactory resolution.
Monitor guest feedback and online reviews and identify opportunities for improvement.
Communicate guest needs and operational issues to the appropriate department.
Assist with managing individual reservations and modifications.
Assist with group reservations, room blocks, arrivals, departures, and special requests.
Review upcoming arrivals and departures for accuracy and special accommodations.
Help coordinate VIPs, repeat guests, special occasions, and other guest preferences.
Communicate effectively with guests and group contacts before and during their stay.
Ensure reservation notes and guest information are accurate and up to date.
Assist with room assignments and pre-arrival planning.
Provide direction, coaching, and support to Front Office staff.
Help ensure Desk Attendants are actively engaged with guests and property responsibilities throughout their shifts.
Assist with training new Front Office employees.
Monitor adherence to Front Office procedures and service standards.
Help address performance or service issues and communicate concerns to management.
Lead shift communication and ensure important information is passed between shifts.
Assist with scheduling and coverage as needed.
Review arrivals, departures, VIPs, groups, and special requests daily.
Review reservations and room assignments for accuracy daily.
Conduct Front Office and property walkthroughs daily.
Check lobby, entrance, guest areas, and other public spaces for cleanliness and presentation daily.
Review the Front Office Daily To-Do List and ensure tasks are completed daily.
Monitor guest requests, maintenance issues, and housekeeping needs daily.
Follow up on unresolved guest concerns daily.
Review and communicate important shift notes daily.
Assist with check-ins, check-outs, reservations, and guest needs daily.
Ensure the Front Desk is properly stocked and organized daily.
Verify that Front Office procedures are being followed daily.
Review upcoming group arrivals and room blocks weekly.
Review upcoming VIPs, special occasions, and repeat guests weekly.
Review reservations for the upcoming week and identify potential issues weekly.
Assist with Front Office scheduling and coverage weekly.
Review guest feedback and identify recurring concerns or opportunities weekly.
Conduct a more detailed Front Office/property standards check weekly.
Review supplies and communicate ordering needs weekly.
Meet with management as needed regarding Front Office operations, staffing, and guest experience.
Assist with reviewing departmental checklists and procedures weekly.
Assist management with reviewing Front Office performance and guest feedback monthly.
Review recurring reservation or operational issues and recommend improvements monthly.
Assist with monthly inventory of Front Office supplies and amenities.
Assist with basic departmental budget tracking and expense review monthly.
Review scheduling needs and upcoming staffing requirements monthly.
Assist with updating Front Office procedures and training materials monthly.
Participate in monthly operational meetings.
Review group and reservation processes to identify opportunities for greater efficiency monthly.
Assist with ensuring Front Office records, checklists, and administrative tasks are current monthly.
Assist with basic Front Office reporting and administrative tasks.
Provide light support with departmental budgets, invoices, and expense tracking.
Assist with payroll/timekeeping and scheduling as needed.
Maintain accurate guest and reservation records.
Assist with purchasing and inventory for Front Office supplies.
Support management with projects and operational needs.
Maintain confidentiality of guest and company information.