Hotel Guest Service Supervisor | evo Hotel Salt Lake City | Salt Lake City, Utah

PM Hotel Group•Salt Lake City, UT

7h•$20 - $21•Onsite

About The Position

The Hotel Guest Service Supervisor works at evo Hotel Salt Lake City, part of evo Campus in Salt Lake City's Granary neighborhood. The campus includes a 52-room hotel, retail store, and skatepark. This role works primarily at the front desk, generally completing one to two solo front desk shifts per week and serving as a mid-shift supervisor during remaining scheduled shifts, according to operational needs. The supervisor supports front desk staff and hotel guests while coordinating with other departments and assisting with group, event, and Sales activities. The position provides guest service across the arrival and departure experience, manages reservations and transactions, responds to guest concerns, and helps coordinate daily hotel operations. It also serves as an on-site contact for groups and events when scheduled, assisting with event setup and space inspections, tours, group documentation, and related administrative and Sales support. The role contributes to staff training, safety, policy compliance, and the orderly maintenance of front desk and work areas. Flexible or irregular hours, including evenings, weekends, and holidays, may be required based on hotel operations and scheduled groups or events. The employer describes its culture through core values including passion, curiosity, innovation, adaptability, communication, integrity, sound judgment, teamwork, service, and work-life balance. The job description may evolve to support career and personal development. The employer is an equal opportunity employer.

Requirements

Fluency in spoken and written English.
At least three years of experience in a hotel front office position.
High school diploma or equivalent.
Moderate proficiency with Microsoft Office applications.
Excellent interpersonal skills and ability to work well with coworkers and the public.
Courteous, friendly, and professional manner.
Ability to think independently and learn quickly.
Ability to work as a team player.
Ability to perform duties with attention to detail, speed, accuracy, follow-through, courtesy, and cooperation, with minimal supervision.
Strong customer service focus and high standards for production and service quality.
Ability to solve practical problems and handle a variety of situations.
Ability to work effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger.
Ability to work under pressure and manage multiple tasks at once.
Ability to reach, bend, and stoop; remain stationary for up to eight hours excluding meal and rest breaks; push or pull loads up to 40 pounds; and lift, carry, or otherwise move packages, boxes, and luggage.
Availability for flexible or irregular hours, including evenings, weekends, and holidays, as required by hotel operations and scheduled groups or events.

Responsibilities

Learn and use the property management system, reservation procedures, and other relevant hotel systems.
Provide gracious and sincere service to arriving and departing guests and visitors.
Work primarily at the front desk, completing approximately one to two solo front desk shifts per week and serving as a mid-shift supervisor on other scheduled shifts as operational needs require.
Supervise and support front desk operations during mid-shifts, assist team members, answer questions, resolve guest concerns, and help maintain smooth daily operations.
Answer telephone calls promptly and professionally, assist callers, and route calls to the appropriate associate or department.
Take and manage reservations in person and by phone, and read and respond to hotel email as assigned.
Check guests in and out, post charges, process payments, and follow procedures for cash, credit, and other transactions.
Prepare group pre-registrations, rooming lists, key packets, and other group-arrival materials.
Coordinate with Housekeeping, Maintenance, Food & Beverage, and other departments to support guest needs and group requirements.
Coordinate daily arrival and departure preparation, special requests, room assignments, and guest amenity or recognition programs.
Maintain accurate knowledge of hotel services, amenities, room types, rates, restrictions, and current business levels.
Handle guest complaints and service recovery professionally and refer matters to the appropriate manager when necessary.
Complete shift checklists and administrative tasks, keep the front desk and lobby organized, and monitor front office supplies.
Serve as the on-site hotel contact for groups and events when scheduled, communicate with group contacts, and coordinate event needs with relevant departments.
Assist with meeting and event setup, execution, and breakdown, including arranging tables, chairs, and other requested equipment.
Inspect meeting and event spaces before, during, and after use to ensure they are clean, organized, properly configured, and presentable.
Provide tours of guest rooms, meeting spaces, and hotel facilities to prospective and confirmed group clients as assigned.
Support Sales with prospecting and lead follow-up, rooming lists, event documents, client and sales records, and other assigned administrative work.
Assist with sales reports, databases, correspondence, proposals, forms, and other documents as requested by the Director of Sales or Sales team.
Maintain organized Sales files and records, handle confidential information appropriately, and assist with meeting notes or follow-up items as assigned.
Coordinate with Front Office and Sales teams to communicate group details, guest requests, event schedules, and operational needs accurately.
Assist with training front office staff on standard operating procedures and support consistent compliance with hotel policies and service standards.
Assist as directed with scheduling support, payroll documentation, inventory, purchasing, and other administrative tasks.
Know hotel emergency procedures and provide calm, reassuring assistance to guests and fellow employees in an emergency.
Promote and comply with company policies and procedures.
Immediately report suspicious occurrences and hazardous conditions.
Maintain clean and safe work areas and practice safe work habits.
Use safe practices when setting up, moving, and storing event equipment, complying with company safety standards and applicable state and local regulations.
Attend mandatory meetings and perform other assigned tasks, including cross-training.
Focus on safe work practices for oneself and those under one's direction, including compliance with applicable company, state, and local safety standards.