GUEST SERVICE SUPERVISOR (FULL-TIME)

NEXCOM•Green Landing, MD

About The Position

The Guest Service Supervisor oversees subordinate Navy Exchange Service Command Hospitality Group staff responsible for the daily operations of the front desk. The role maintains front desk and lobby operations, supports guest services and reservations, monitors staff performance and training, and keeps management informed about issues requiring escalation. The supervisor may act as Manager on Duty when the General Manager is absent and may be called upon to maintain operations during severe weather or other emergencies. The position handles administrative and financial functions, including schedules, leave and attendance records, payroll reporting, property management system data and reports, point-of-sale transactions, daily reconciliations, night audits, and month-end reporting assistance. It also supports hiring and staff evaluations, maintains supplies and equipment, helps with lobby events and breakfast service when needed, and ensures a clean, safe, and compliant environment. The role requires working all shifts, including holidays, as scheduled.

Requirements

Two years of general experience in administrative, professional, investigative, or other responsible work that provides general knowledge of business practices and administrative processes, interpersonal work skills, and the ability to exercise mature judgment.
Alternatively, one year of academic study above the high school level successfully completed at a hotel, lodging, or hospitality school may substitute for six months of general experience, provided the study included at least six semester hours or equivalent per year in subjects related to the specialized field.
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.
Ability to work all shifts, including holidays, as scheduled.
Must satisfy the training and other requirements associated with the position.

Responsibilities

Oversee front desk operations, including lobby appearance, guest service, and office operations.
Work all shifts, including holidays, as scheduled, and communicate operational matters and guest issues to NHG personnel and the chain of command.
Assist guests in person, by telephone, and by email with 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 procedures; monitor completion of annual training; prepare schedules, assign work, check work quality and productivity, and encourage staff development.
Approve or disapprove leave requests, document attendance, maintain schedules and leave information in the payroll system, and provide the General Manager with daily payroll expense reports.
Issue room keys; sort incoming mail and messages; and deposit guest valuables in safety-deposit boxes when requested.
Monitor uniform inventory and ensure associates wear and maintain approved uniforms and name badges.
Operate the multi-line telephone system, record and deliver messages, and answer questions about services, base facilities, local attractions, and directions.
Use the Property Management System to generate reports and enter, review, and monitor statistical data for accuracy.
Operate 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 and resolve discrepancies when possible, and assist management with month-end reporting.
May serve as a Government Purchase Card holder and maintain required records.
Act as Manager on Duty when assigned to provide continuity in the General Manager's absence.
Complete training and other requirements associated with the position and its duties.
Help maintain operations during severe weather or other emergencies when called upon.
Participate in hiring front desk staff; evaluate and counsel staff; complete performance evaluations; approve leave requests; and recommend performance awards.
Assist with set-up and breakdown of the complimentary breakfast bar, lobby events, and chairs and tables for special functions; clean nearby areas after events when required.
Create and submit purchase requisitions for facility supplies and guest amenities, maintain adequate supply levels, monitor equipment use and performance, and request authorized repairs.
Ensure operating procedures comply with applicable state and federal OSHA requirements and NHG requirements, and maintain a clean and safe environment for guests and associates.
Review departmental budgets and monitor monthly payroll, supply, and amenity expenses.
Protect guest-room security and assigned pass keys, document keys issued and returned in the Key Log Control, and immediately report lost keys to the NHG General Manager.
Perform other related duties as assigned.