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

PM New•Salt Lake City, UT

10d•Onsite

About The Position

The Hotel Guest Service Supervisor works primarily at the front desk at evo Hotel Salt Lake City. Depending on operational needs, the role generally includes one to two solo front desk shifts per week and front desk supervision and support during mid-shifts on remaining scheduled shifts. The supervisor provides attentive guest service, assists team members, helps resolve guest concerns, and supports smooth daily hotel operations. The position also supports groups, meetings, events, and Sales administration. Responsibilities include preparing for group arrivals, coordinating guest and event needs with hotel departments, assisting with event setup and breakdown, maintaining Sales records and documents, and communicating details across Front Office and Sales teams. The role requires flexible or irregular hours, including evenings, weekends, and holidays, as hotel operations and scheduled events require. The successful candidate is courteous, detail-oriented, service-focused, able to manage multiple tasks under pressure, and comfortable working with guests and coworkers. The role includes physical activity such as standing for up to eight hours, bending, stooping, and moving items weighing up to 40 pounds. A minimum of three years of hotel front office experience, a high school diploma or equivalent, English fluency, and moderate proficiency with Microsoft Office are required.

Requirements

At least three years of experience in a hotel front office position.
High school diploma or equivalent.
Fluency in spoken and written English.
Moderate proficiency with Microsoft Office applications.
Excellent interpersonal skills and the ability to work well with coworkers and the public.
Courteous, friendly, and professional manner.
Ability to think independently and learn quickly.
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 service and work quality.
Ability to solve practical problems and handle a variety of situations.
Ability to interact effectively with internal and external customers, using patience, tact, and diplomacy to defuse anger when needed.
Ability to work under pressure and handle multiple tasks at once.
Ability to reach, bend, and stoop; remain stationary for up to eight hours excluding meal and rest breaks; and push, pull, lift, carry, or otherwise move packages, boxes, luggage, or other loads weighing up to 40 pounds.
Ability to work periodically at a very fast pace and under pressure.
Availability for flexible or irregular hours, including evenings, weekends, and holidays, as required.

Responsibilities

Develop an in-depth understanding of the property management system, reservation procedures, and relevant hotel systems.
Provide courteous and sincere service to arriving and departing guests and visitors.
Work at the front desk, including solo shifts and mid-shift supervision based on operational needs.
Support front desk employees, answer questions, resolve guest concerns, and help maintain smooth operations.
Answer and route telephone calls professionally; take and manage reservations; and read and respond to hotel email as assigned.
Check guests in and out, post charges, process payments, and follow cash, credit, and transaction procedures.
Prepare group pre-registrations, rooming lists, key packets, and other group arrival materials.
Coordinate with Housekeeping, Maintenance, Food & Beverage, and other departments on guest needs and group requirements.
Prepare for daily arrivals and departures, 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, referring matters to a manager when necessary.
Complete shift checklists and administrative work; maintain an organized front desk and lobby; and monitor front office supplies.
Serve as the on-site hotel contact for groups and events when scheduled, communicating with group contacts and coordinating needs with departments.
Assist with meeting and event setup, execution, and breakdown, including arranging tables, chairs, and other equipment.
Inspect event spaces to ensure they are clean, organized, properly configured, and presentable before, during, and after use.
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 administrative tasks.
Assist with Sales reports, databases, correspondence, proposals, forms, and other documents as requested.
Maintain organized Sales files and records, handle confidential information appropriately, and assist with meeting notes or follow-up items.
Coordinate with Front Office and Sales to communicate group details, guest requests, event schedules, and operational needs accurately.
Assist with front office staff training on standard operating procedures and support compliance with hotel policies and service standards.
Assist with scheduling support, payroll documentation, inventory, purchasing, and other administrative tasks as directed.
Know hotel emergency procedures and provide calm assistance during emergencies.
Promote and comply with company policies and procedures; report suspicious occurrences and hazardous conditions promptly.
Maintain clean and safe work areas and follow safe practices, including when setting up, moving, and storing event equipment.
Work flexible or irregular hours, including evenings, weekends, and holidays, as required by hotel operations and scheduled events.
Attend mandatory meetings and perform other tasks, including cross-training, as directed.
Focus on safe work practices for oneself and those under one's direction, in compliance with company standards and applicable regulations.