Guest Services Supervisor

VENTANA CANYON ALLIANCE LLC•Tucson, AZ

23h•Onsite

About The Position

The Guest Services Supervisor leads front-of-house teams to ensure exceptional guest experience and smooth daily operations. Key responsibilities include training staff, resolving escalated guest complaints, managing cash flows, and coordinating with other departments like housekeeping and maintenance to meet service standards.

Requirements

Excellent communication, problem-solving, and conflict-resolution skills.
Proficiency in property management software (PMS), point-of-sale (POS) systems, and Microsoft Office.
Strong organizational skills and ability to time-manage not only self, but the entire team operation.
Proven ability to adapt to varying situations and lead the team when under pressure.
Supervise a team of 5+ colleagues.
Requires flexibility to work varied shifts, including weekends, holidays, and evening hours as business dictates.
High school diploma or equivalent is required.
1 to 3 years of progressive experience in hospitality, front desk, or a related customer service setting.
Possess a valid driver's license and pass a driving record check.
Must be able to pass a background check.
Basic mathematical skills

Nice To Haves

Some college or a hospitality degree is often preferred.
Experience with Jonas Club Management Software preferred.

Responsibilities

Supervise, train, and schedule front desk or guest service agents.
Conduct pre-shift briefings to relay events or daily operational updates.
Serve as the primary point of escalation for complex issues or guest complaints, ensuring quick resolution and high satisfaction.
Oversee daily transactions, cash handling, and bucket checks.
Manage room assignments, preferred requests, and property amenity information.
Work closely with housekeeping, engineering/maintenance, and sales to optimize room availability and guest flow.
Complete end-of-day reports, audits, and performance forecasts, while ensuring staff compliance with safety and security regulations.
Responsible for the front desk operations, lobby appearance, guest service, office operations.
Assist with inventory.
Assist lock interrogation.
Supervise front desk staff and ensure that they provide excellent customer service.
Respond to guests' inquiries and requests in a timely and professional manner.
Monitor daily operations of the front desk, including check-ins, check-outs, and guest requests.
Ensure accuracy of billing and payment processes.
Monitor and review guest feedback.
Assist in training and coaching front desk staff.
Assists in developing work schedules and ensures they are adhered to.
Assist in monitoring staff performance and providing feedback.
Maintain a clean and organized front desk area.
Monitor the lodge and troubleshoot any concerns or problems that may arise in the absence of the Hotel Manager.
Answer inquiries pertaining to lodge services, registration of guests, shopping, dining, entertainment, and travel directions.
Ensures rooms and services are correctly accounted for within guest statement.
Communication and support of the Sales Team.
Work closely with Night Audit and Revenue Management on ensuring all billing is correct.
Training of Night Audit Team members and keeping a current communication line with the Team on any updates with billing, groups, training, and system updates.
Promotion of the Hotel I Preferred Brand and ensuring all brand standards are being followed with the Teams with up-to-date training.
Performs other duties as assigned.