Guest Services Supervisor

Study Hotels•Chicago, IL

4d•Onsite

About The Position

The Study at University of Chicago is seeking an engaging, organized, and service-oriented Guest Services Supervisor to join our Front Office team. This position supports the daily operation of the Front Desk and Living Room while helping lead the Guest Services team in providing genuine hospitality and memorable experiences for our guests. The Guest Services Supervisor serves as a hands-on leader during assigned shifts, providing guidance and support to the front office team while remaining actively involved in guest service. This includes overseeing arrivals and departures, responding to guest requests and concerns, supporting reservations and room assignments, ensuring accurate transactions, and helping the team navigate the day-to-day needs of a busy hotel operation. The ideal candidate is a natural problem solver who is comfortable balancing guest interaction, team support, and multiple operational priorities. We are looking for someone who leads by example, communicates clearly, pays close attention to detail, and knows when to take ownership of a situation to create the best possible outcome for the guest. Our caring and attentive associates reinforce our belief that guest service is our highest priority. We seek energetic, service-oriented individuals who take pride in creating thoughtful experiences and supporting both our guests and one another.

Requirements

High school diploma or equivalent required.
Minimum of 1 year of experience in a customer-facing role required; previous hotel or Front Office experience strongly preferred.
Friendly, cheerful, and professional demeanor with a genuine commitment to hospitality and guest service.
Ability to lead by example and provide guidance and support to Front Office team members.
Strong problem-solving skills and ability to make sound decisions in a fast-paced guest service environment.
Excellent verbal and written communication and interpersonal skills.
Strong organizational and follow-up skills with the ability to multitask and manage multiple priorities.
Ability to accurately perform basic mathematical calculations including percentages, discounts, commissions, and other guest transaction calculations.
Intermediate computer skills with working knowledge of Microsoft Outlook, Word, and Excel.
Ability to communicate and work effectively with all hotel departments.
Valid driver's license and satisfactory motor vehicle record required.
Availability to work a flexible schedule based on hotel needs, including days, evenings, overnights, weekends, and holidays.
Proficiency in English required; a second language is a plus.
Ability to stand and remain active for extended periods throughout the shift.
Ability to lift, carry, push, or otherwise move items weighing up to 50 pounds.

Nice To Haves

Previous supervisory, lead, or team leadership experience preferred.
Previous experience with hotel property management, reservation, or Front Office systems preferred.

Responsibilities

Support the daily operation of the Front Desk and Living Room while ensuring consistent execution of guest service and operational standards.
Serve as a hands-on shift leader, providing direction, assistance, and guidance to Guest Services team members throughout the shift.
Maintain a thorough understanding of Front Office functions, including Guest Service Agent, Night Audit, Valet, and Reservations responsibilities.
Ensure efficient and accurate guest check-in and check-out procedures while creating a warm and welcoming arrival and departure experience.
Respond to guest inquiries, requests, concerns, and complaints promptly and professionally, taking ownership of service recovery when appropriate.
Assist with reservations, room assignments, special requests, and overbooking situations.
Answer reservation inquiries in person and by telephone and accurately communicate room types, availability, hotel rates, policies, and amenities.
Use proper telephone and reservation etiquette to effectively describe the hotel, quote rates, and capture reservations.
Accurately process guest charges, receipts, cash payments, credit card transactions, room charges, and other forms of payment.
Maintain accurate cash drawer and transaction records in accordance with established hotel procedures.
Maintain a strong working knowledge of Front Office systems, procedures, standards, and daily tasks.
Assist and guide Front Office team members through their daily responsibilities and help resolve operational questions or challenges.
Provide training and support to new Guest Services team members and assist with ongoing coaching and development.
Perform weekly script audits and provide appropriate feedback to support service consistency.
Prepare and complete required reports related to guest arrivals, departures, special requests, and Front Office activity.
Ensure required Front Office documentation is accurate, complete, and maintained according to hotel procedures.
Communicate relevant guest, operational, and shift information to the next shift and appropriate hotel leadership.
Coordinate with Housekeeping, Engineering, Food & Beverage, Security, and other hotel departments to ensure guest requests and operational needs are addressed.
Provide guests with knowledgeable information about the hotel, University of Chicago, Hyde Park, transportation, dining, and the surrounding area.
Exercise sound judgment and make reasonable, professional decisions when addressing guest or operational situations.
Ensure adherence to hotel policies, procedures, service standards, safety practices, and security requirements.
Provide coverage for Front Desk shifts as needed based on business and staffing needs.
Perform additional duties as assigned to support the Front Office and overall hotel operation.