Guest Service Supervisor - Equestrian Hotel (Full - Time) - World Equestrian Center Ocala

Job Description

Job Description

The Guest Service Supervisor will lead the front desk team in providing exceptional service to our guests while ensuring smooth and efficient operations. This role involves overseeing the day-to-day activities of the front desk staff, managing room inventory, and ensuring the highest level of guest satisfaction. The ideal candidate
will have strong leadership skills, a keen attention to detail, and a commitment to upholding the principles of Quality, Class, and Distinction at all times.

Primary Responsibilities:
• Monitor guest check-in and check-out processes, ensuring accuracy and adherence to hotel standards,
and handle any special requests or VIP guests.
• Handle guest inquiries, concerns, and complaints with professionalism, ensuring swift resolution and
guest satisfaction.
• Monitor guest post-stay surveys and feedback to identify areas for improvement and ensure high levels
of satisfaction.
• Actively anticipate guest needs and address any operational challenges in a proactive manner to
enhance the guest experience.
• Stay informed about hotel events, activities, and local attractions to provide accurate and helpful
information to guests.
• Maintain accurate records of guest interactions, transactions, and service issues for follow-up and
resolution.
• Ensuring that team members follow departmental standard operating procedures consistently to
maintain high service standards.
• Assist with training front desk associates, ensuring all team members are knowledgeable about hotel
policies, services, and systems.
• Conduct pre/post shift meetings to ensure team members are informed about daily operations, guest
preferences, and hotel happenings.
• Ensure that all cash handling and transactions are accurate and secure, following hotel policies.
• Oversee room inventory management, ensuring accurate availability and allocation of rooms,
optimizing occupancy levels, and coordinating with housekeeping to ensure timely room readiness.
• Act as the Manager on Duty (MOD) in the absence of the department manager, handling escalated
guest issues, staffing decisions, and operational needs.
• Ensure proper communication and coordination between departments, including housekeeping,
maintenance, and management, to fulfill guest requests and resolve issues.
• Perform daily audits of guest accounts, ensuring accurate billing, room charges, and credits during
check-out.
• Support the department manager in scheduling and staffing needs.
• Monitor and review guest requests and completed tasks in the Property Management System (PMS)
and other internal platforms.
• Ensure the completion of daily checklists and routine operational tasks to maintain service quality and
consistency.
• Ensure that all cash handling and transactions are accurate and secure, following hotel policies.
Docusign Envelope ID: E8DDB114-D119-4527-86D3-1AE912D63153
This job description in no way states or implies that these are the only duties to be performed by the associate occupying this position. Associates will be required to perform any other job-related duties assigned by their supervisor. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

Physical Requirements:
The physical requirements necessary for an associate to successfully perform the essential functions of the position are outlined below. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential functions of the position.

• Associates must be able to work on foot for up to 8 hours a day.
• Associates may have to lift up to 50 pounds.

Qualifications, Education, Experience, Skills and Abilities:

Ideal candidate will have:
• Supervisory experience in the hospitality, service industry, or a related field is preferred.
• Proven ability to lead, motivate, and manage a team effectively.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities, with the ability to prioritize effectively.
• Ability to resolve guest complaints and challenges in a calm and professional manner.
• Exceptional computer skills and the ability to learn and operate various hotel management software (Opera Cloud, Medallia Concierge, HotSOS preferred).
• Demonstrated ability to handle cash transactions accurately and securely.
• Strong knowledge of hotel operations, policies, and industry best practices.
• Ability to work flexible hours, including weekends, holidays, and overnight shifts when necessary.

The World Equestrian Center is managed by Columbus Hospitality Management ; a company committed to providing quality service and memorable guest experiences in a positive and welcoming work environment. We are focused on supporting the needs of our team through our commitment to the family/work life balance and by providing development opportunities.

We are proud to be a Drug Free Workplace/EOE. All applicants will be required to submit to a background check prior to employment.