Guest Service Supervisor

Blue Water•Wells, ME

6d•$18 - $18

About The Position

The Guest Service Supervisor ensures guests receive prompt, attentive service and motivates the Guest Services team to support guest satisfaction. This role provides daily direction to Guest Services staff, oversees scheduling and work assignments, and works with leadership on onboarding, training, and staff development. The supervisor supports efficient guest check-in and check-out, handles guest concerns at the front desk, and works with property leadership to maintain guest satisfaction and smooth operations. The position may also support site assignments, group needs, and events, and may serve as a liaison between the reservation center and sales and marketing when a full-time Guest Service Manager is absent. The supervisor operates the guest services computer system, including report generation, analysis, and basic edits to the property management system. They help maintain a clean, orderly, well-manicured, guest-ready property and may perform other duties as assigned. The role requires reliable attendance and an all-hands-on-deck approach, including assisting with tasks outside the usual job functions when needed.

Requirements

High school diploma.
At least two years of experience working in guest services.
Passion for exceeding guest expectations and experience providing exceptional guest service to a high standard.
Strong follow-up and follow-through.
Keen attention to detail; highly organized and detail-oriented.
Superior communication skills.
Ability to operate successfully in a high-volume, time-sensitive environment.
Computer and systems proficiency.
Ability to talk and hear, use a telephone, and operate a computer and various systems.
Ability to stand for long periods.

Responsibilities

Provide daily direction to Guest Services staff to maintain ongoing operations and property systems.
Create schedules and assign work.
Work with leadership to train and onboard new hires and develop staff; may assist with recruitment.
Direct efficient guest services, including check-in and check-out processes.
Address guest requests, problems, complaints, and accidents at the front desk in an attentive, courteous, and efficient manner; escalate issues onsite before transferring them to property management.
Work closely with leadership to support guest satisfaction.
Support site assignments, group needs, and events as needed or directed.
When a full-time Guest Service Manager is absent, potentially act as liaison between the reservation center and sales and marketing to ensure group sales and events are handled appropriately at the property.
May participate in revenue management strategy calls to understand promotions and upcoming site-related changes.
Maintain professional working relationships and open communication with managers, associates, and other departments.
Operate the guest services computer system, including generating and analyzing reports and making simple edits to the property management system.
Motivate staff to exceed guest-service expectations.
Ensure the property is clean, orderly, well-manicured, and guest-ready.
Perform other duties as assigned and provide regular, reliable attendance.
Assist with tasks or job functions outside the position's usual duties when needed.