Guest Service Supervisor

CAMBRIDGE HOSPITALITY LLC•Tuscaloosa, AL

6d•Onsite

About The Position

The Guest Services Supervisor will supervise Guest Services team members to ensure all necessary tasks are completed in an efficient and authentic manner. This role requires adherence to Wilson Representatives' responsibility of taking care of people first, maintaining the highest professional standards in all guest communications. The mission is to provide comprehensive excellence in all facets of professional property management, guided by Core Values of Kindness, Excellent Attitude, Focus, Clean-Clean, and Efficiency.

Requirements

High school diploma or equivalent
2–4 years of experience in front desk or guest services roles
1+ years of supervisory or team leadership experience in a hospitality setting
Strong communication and interpersonal skills
Proficiency with hotel property management systems (PMS) such as Opera, OnQ, or Cloudbeds
Ability to handle guest complaints and resolve issues diplomatically
Organizational and multitasking skills, especially during high occupancy
Basic financial and reporting skills (e.g., shift audits, cash handling)
Proven ability to train, coach, and motivate team members
Experience in delegating tasks and managing shift operations
Ability to foster a positive and professional work environment
Willingness to work evenings, weekends, and holidays
Ability to stand for extended periods and perform light physical tasks
Speak English
Read English
Write English
Calculator
Computer Literate
Copier

Nice To Haves

Associate or Bachelor's degree in Hospitality Management

Responsibilities

Be responsible for team member call outs/no shows, and cover shifts as needed.
Be available for phone calls and other means of communication at all times.
Be proficient in and available to work all three shifts.
Help in the training process of new hires.
Supervise all Guest Services activities.
Offer continual coaching and training to Guest Services team members and be able to lend support during busy times.
Greet guests with an excellent attitude upon their entering and exiting the hotel.
Answer telephone calls pleasantly and with the correct phrasing, aiming to answer each call within three rings.
Be proficient checking in and checking out guests by following all established policies and procedures.
Review arriving reservations for the day, at the start of the shift, checking for third party reservations, special requests, VIP names, etc., making corrections as needed.
Audit all in house guest folios for receipt balances and take necessary steps to collect payment from guests for the balance on their account.
Be proficient at using the Quore database for communication among all departments, encouraging continual usage and coaching team members on using the system daily.
Audit all cash counts in the Log Book within Quore and make note of any inconsistencies, following up when needed.
Handle guest complaints efficiently and courteously, taking immediate action to correct the problem. If the problem cannot be corrected with the resources at hand, notify the Guest Services Manager for additional support.
Log all complaints into Quore, closing out the complaint immediately.
Be knowledgeable of, and prepared for, scheduled groups and meetings, reading over their information and assuring that everything is in place for their arrival.
E-mail a daily report to the Guest Services Manager recapping the shift including any issues, compliments, needs, etc.
Set up and prepare any game day activities subject to the hotel.
Keep inventory of service recovery items, office supplies, As If By Magic and treat shop amenities informing the Guest Services Manager when items are low in stock.
Work in housekeeping one day a month to maintain the ability to aid in guest’s housekeeping needs during the later shifts.
Be aware of and report any and all safety hazards or violations.