Rooms Guest Service - Guest Services Supervisor
About The Position
The Guest Services Supervisor is a leadership role designed to elevate the guest experience by combining proactive service, operational oversight, and loyalty-focused engagement. This position serves as a key on‑property leader, supporting front desk and guest services operations while acting as a point of contact for elevated guest needs, including loyalty members and VIPs. In the absence of senior leadership, the Guest Services Supervisor assists in maintaining service standards, operational continuity, and guest satisfaction. No job description can encompass every duty that may be requested by guests or required by the hotel. The objective of this position is to personally deliver exceptional service or ensure requests are promptly referred to the appropriate department.
Requirements
- Leadership experience in Front Office or Guest Services.
- Strong understanding of hotel operations and guest service standards.
- Excellent communication and interpersonal skills.
- Ability to handle guest complaints and service recovery effectively.
- Proficiency in hotel management systems (assumed, not explicitly stated but implied by operations).
- Ability to work flexible hours, including peak periods and when assigned as Manager on Duty.
Nice To Haves
- Experience with VIP and loyalty program guest management.
- Training and coaching experience.
Responsibilities
- Maintain a strong lobby presence during peak arrival and departure periods by consistently walking the lobby, greeting guests, welcoming arrivals, and engaging with departing guests to ensure a warm and professional first and last impression of the hotel.
- Deliver personalized guest experiences by proactively contacting guests before arrival to assist with special requests, preferences, and celebrations.
- Serve as a primary on-property point of contact for VIPs and loyalty guests, ensuring recognition and seamless service throughout their stay.
- Review arrival reports, guest history, and special requests to prepare for incoming guests.
- Coordinate room assignments to meet guest expectations and operational needs.
- Create memorable “WOW” moments through thoughtful service recovery and personalized touches.
- Conduct guestroom inspections before VIP or special arrivals when applicable.
- Supervise daily Front Desk and Guest Services operations to ensure timely, courteous, and professional service.
- Ensure all arriving and departing guests are treated with maximum courtesy and efficiency.
- Assist Front Desk, Reservations, and Guest Services teams during peak business periods.
- Maintain strong communication with Housekeeping, Engineering, Reservations, and other departments to ensure service alignment.
- Be alert to potential service issues or operational concerns and make on-the-spot corrections when possible.
- Participate in resolving guest complaints and service recovery efforts.
- Supervise, coach, and support Front Office and Guest Services associates.
- Assist with training new associates and reinforcing brand, service, and loyalty standards.
- Promote loyalty program awareness among guests and associates.
- Support ongoing service initiatives and departmental goals.
- Act as Manager on Duty when assigned, supporting hotel operations in the absence of department leadership.
- Follow and execute shift checklists and operational procedures.
- Assist with special projects or duties as assigned by Front Office leadership.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
