Guest Services Supervisor

Stonebridge Hospitality Management•Westminster, CO

7d•$21 - $23•Onsite

About The Position

The Guest Services Supervisor assists the Assistant General Manager by overseeing Front Office staff and ensuring guests receive professional, competent service. The role supports staff training and performance, monitors guest satisfaction, coordinates guest requests with Engineering and Housekeeping, and handles front-office activities such as reservations, check-in and check-out, hotel charges, and payments. The position also assists with special requests, group blocking, and unusual circumstances. The role supervises front desk staff in conjunction with the Assistant General Manager. It requires flexibility to work nights, weekends, and holidays, fluent English reading and writing skills, and basic computer and POS system abilities. The work is indoors in a hotel environment with minimal to moderate noise. Physical duties include standing and walking more than two-thirds of the time, sitting less than one-third of the time, and lifting or pushing/pulling up to 10 pounds.

Requirements

Bachelor's degree from a four-year college or university, or one to two years of related experience and/or training, or an equivalent combination of education and experience.
Flexibility to work nights, weekends, and holidays.
Ability to read and write fluent English.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to interpret and perform basic computer and POS system functions.
Knowledge of Outlook, Word, and Excel.

Responsibilities

Work with the Assistant General Manager to train and monitor front office staff.
Monitor Guest Service Scores daily and take action to improve guest satisfaction through training, coaching, and problem resolution.
Communicate guest maintenance requests to the Engineering Department.
Communicate guest room matters and requests to the Housekeeping Department.
Maintain working knowledge of the software system, including daily and less frequent transactions.
Assist with reservations and check guests in and out of the hotel.
Know how and where to post all charges.
Handle checks and credit cards received from guests for payment of hotel charges.
Know all room rates.
Assist the Assistant General Manager with special requests, group blocking, and unusual circumstances.
Maintain regular attendance, arrive on time, and observe prescribed work, break, and meal periods.
Maintain personal appearance and grooming in compliance with the dress code.
Perform other duties as requested by the supervisor.
Supervise front desk staff in conjunction with the Assistant General Manager.