Guest Services Supervisor, Hampton Inn & Suites Xenia, OH

Hotel Equities•Xenia, OH

About The Position

The Guest Services Supervisor plays a pivotal role in ensuring an exceptional experience for all guests within the accommodation and food services environment. This position is responsible for overseeing the guest services team, managing daily operations, and addressing guest inquiries and concerns promptly and professionally. The supervisor will work closely with other departments to coordinate services and enhance overall guest satisfaction. By leading with strong communication and interpersonal skills, the role aims to foster a welcoming atmosphere that encourages repeat business and positive reviews. Ultimately, the Guest Services Supervisor contributes to the establishment’s reputation by maintaining high standards of service and operational efficiency.

Requirements

High school diploma or equivalent; associate or bachelor’s degree in hospitality or related field preferred.
Proven experience in guest services or customer service roles within the accommodation or food services industry.
Strong business communication skills, both verbal and written.
Familiarity with social media platforms and basic management tools.
Ability to work flexible hours including weekends and holidays.

Nice To Haves

Experience supervising or managing a team in a hospitality setting.
Certification in hospitality management or customer service.
Proficiency with customer relationship management (CRM) software.
Knowledge of conflict resolution techniques.
Experience in digital marketing or social media strategy.

Responsibilities

Supervise and support the guest services team to deliver outstanding customer service at all times.
Handle guest complaints and resolve issues efficiently to ensure guest satisfaction.
Coordinate with housekeeping, food and beverage, and other departments to meet guest needs and expectations.
Manage social media platforms to engage with guests, respond to reviews, and promote services.
Train new staff on customer service protocols and company policies to maintain consistent service quality.