Hotel Guest Service Supervisor

CUSA, LLC•Roswell, GA

2d•Onsite

About The Position

As a Guest Service Supervisor, you’ll support the GM by keeping front-desk operations steady, guests satisfied, and the team aligned with brand standards. This role exists to ensure smooth coverage, accurate reporting, and consistent service—especially during busy periods. Key responsibilities include assisting with daily accounting and reporting, building and adjusting staff schedules, coordinating training, and helping maintain property upkeep and safety guidelines. You’ll also step in to handle guest needs and operational issues when the GM is unavailable, including being on call as needed. Expect to work at least two desk shifts weekly, with additional coverage when staffing requires.

Requirements

Hotel experience
Prior AGM or front desk supervisor background preferred
Ability to work weekends, holidays, and 40+ hours when necessary
Comfortable supervising a team of 6+ and delegating tasks while staying a team player
Familiarity with Word, Excel, PowerPoint, OPERA PMS, and schedule-building

Responsibilities

Support the GM by keeping front-desk operations steady, guests satisfied, and the team aligned with brand standards.
Ensure smooth coverage, accurate reporting, and consistent service, especially during busy periods.
Assist with daily accounting and reporting.
Build and adjust staff schedules.
Coordinate training.
Help maintain property upkeep and safety guidelines.
Handle guest needs and operational issues when the GM is unavailable.
Be on call as needed.
Work at least two desk shifts weekly, with additional coverage when staffing requires.
Check staffing coverage at the start of the day.
Review events from the previous shift.
Interact with guests at the desk.
Conduct quick check-ins with team members.
Review numbers and update notes for the GM.
Provide coaching moments, answer questions, and help troubleshoot system issues.
Keep service moving during rushes.
Confirm next schedule adjustments.
Ensure key items are documented.
Stay reachable in case an after-hours situation needs a steady hand.