Guest Service Supervisor (Front Office)

You will manage the daily operations of the front office and guest services teams, ensuring that all guests receive outstanding service. You will manage check-in and check-out processes, resolve guest concerns, and lead a team of front desk agents and guest service representatives to meet the hotel’s service standards. As a Front Office Guest Service Supervisor, you’re not just managing daily front office operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here’s what you’ll do during a typical day:

• Oversee daily front office operations: Overseeing Front Office activities, including guest service, registration, room inventory, and adherence to policies and standards
• Monitor and elevate service: Assist in tracking guest satisfaction, addressing service issues, and guiding the team to implement improvements that enhance the guest experience
• Support revenue initiatives: Assist in promoting hotel services and executing up-selling tactics to drive room occupancy and revenue growth
• Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions
• Delight our guests: Welcome guests, respond to inquiries, and resolve concerns promptly to uphold service standards
• Oversee VIP guest experience: Review VIP reservations and ensure an elevated and seamless check-in and check-out experience
• Inspire and develop the team: Supervise and support front office team members, monitor performance, provide coaching, and foster a positive and productive work environment
• Manage Emergencies: Assist in crisis situations, ensuring guest safety and adherence to hotel protocols.
• Report & Improve: Prepare daily reports, track service trends, and support staff development to enhance performance and guest satisfaction.