Guest Services Supervisor
About The Position
We are seeking a dedicated, motivated, and highly organized Hotel Night Supervisor to join our team. The ideal candidate will play a crucial role in supporting the daily and overnight operations of our hotel, ensuring excellent customer service, maintaining a well-organized environment, and overseeing front desk coverage. This position requires strong leadership skills, a passion for the hospitality industry, and the ability to work collaboratively with staff to achieve hotel goals while maintaining a professional image and reporting to work as scheduled. The Night Supervisor carries out supervisory responsibilities in accordance with organization policies, franchise operating procedures, and applicable laws.
Requirements
- Previous experience in a hotel environment is preferred.
- Experience in recruiting and training staff is a distinct plus
- Ability to work shifts, including audit hours; weekends are a must.
- Strong organizational skills with the ability to multitask effectively in a fast-paced setting and make quick decisions under pressure.
- Sound financial skills, including budgeting and cash/credit handling.
- Demonstrated ability to delegate tasks, direct work, and address complaints.
Responsibilities
- Monitor the night audit for accuracy and folios, make assessments on open balances without approved credit, and take appropriate action.
- Monitor and maintain front desk coverage at 100%, covering shifts when necessary (including audit shifts).
- Assist in managing daily hotel operations, including staffing, inventory, rates, data backup, and reservation systems.
- Ensure guest safety and privacy by following and enforcing established emergency, key security, and credit card handling procedures.
- Patrol public rooms, investigate disturbances, and resolve conflicts.
- Maintain a clean and organized environment that meets health, safety, and brand standards.
- Directly supervise 1–15 front desk employees, alongside training and covering Van Driver and Housemen positions when necessary.
- Greet all guests in a warm, friendly, helpful manner, register guests, assign rooms, and handle check-ins/check-outs.
- Handle guest relations, answer inquiries regarding property policies or local attractions, and resolve escalated guest complaints or issues promptly.
- Communicate and cooperate with other department heads to coordinate activities and improve overall customer satisfaction.
- Assist the General Manager with monitoring budgets, expenses, and revenue streams.
- File and post all changes to the guest and city ledger accounts, plan/forecast weekly room sales, and prepare month-end reports.
- Handle phone inquiries and send out confirmation letters or return checks when registrations cannot be accepted.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
