Guest Services Supervisor - Morgantown Marriott

Stonebridge Hospitality Associates•Morgantown, WV

4d•Onsite

About The Position

The Guest Services Supervisor oversees daily front office operations, including guest reception, reservations, and telephone services, to support guest satisfaction and operational efficiency. The role supports the Guest Services Manager and supervises the front office team in maintaining established service standards. The position is based in the hotel's front office, lobby, and guest areas and is primarily indoors. It requires standing and walking for extended periods and occasionally lifting or carrying objects up to 20 pounds. A flexible schedule, including evenings, weekends, and holidays, is required to meet guest needs and operational requirements. The position is full-time, non-exempt, and reports to the Guest Services Manager. The starting pay is $16.00 per hour.

Requirements

At least 2 years of front office or guest services supervisory experience in a hotel or hospitality environment.
Strong leadership and supervisory skills, including the ability to manage a team effectively.
Excellent communication and interpersonal skills for interacting with guests, staff, and management.
Proficiency with property management systems, reservations, and check-in/check-out processes.
Ability to manage guest issues and resolve complaints professionally and promptly.
Experience with scheduling, training, and staff development.
Strong organizational skills and attention to detail.
Availability for a flexible schedule, including evenings, weekends, and holidays.
Ability to stand and walk for extended periods.
Ability to occasionally lift and carry objects up to 20 pounds.

Responsibilities

Ensure guests are greeted, checked in, and assigned rooms promptly and courteously.
Oversee compliance with check-in procedures, including accuracy of guest information and billing details.
Handle guest problems and complaints in a timely manner.
Ensure rooms are maintained to company standards.
Maximize room occupancy while following the overbooking policy.
Maintain effective communication among reservations, the front office, housekeeping, and other departments.
Ensure guest charges are entered accurately and accounts are balanced daily.
Supervise and expedite the check-out process.
Ensure efficient delivery and collection of luggage to and from guest rooms.
Oversee cleanliness and order in front office areas.
Conduct performance evaluations and identify front office staff training needs.
Act as Duty Manager when required and attend management meetings as necessary.