Guest Service Supervisor

Description

Guest Service Supervisor

Nobu Hotel Atlanta | Buckhead, Atlanta, GA

Nobu Hotel Atlanta is seeking an experienced, service-focused, and forward-thinking Guest Service Supervisor to support the daily operation of the Front Office and Guest Services team.

We are looking for a confident leader who takes initiative, anticipates guest needs, and understands the importance of delivering a personalized luxury experience. This is an excellent opportunity for a Guest Service Agent, Front Desk Supervisor, Front Office Supervisor, or experienced hospitality professional who is ready to take the next step in their career.

The ideal candidate will have strong knowledge and experience in luxury guest service, front office operations, guest recovery, reservations, hotel systems, cash handling, VIP services, and team leadership . Previous experience in a luxury or full-service hotel environment is strongly preferred.
Position Summary

The Guest Service Supervisor is responsible for supporting the daily operation of the Front Office and Guest Services department while ensuring guests receive exceptional service throughout their stay.

This position serves as a key operational leader during assigned shifts and is responsible for supervising Guest Service Agents, assisting with guest concerns and service recovery, monitoring front desk operations, ensuring accurate financial and guest account procedures, and maintaining Nobu Hotel standards.

The Guest Service Supervisor will work closely with the Front Office leadership team and other hotel departments to ensure guest requests, operational needs, VIP requirements, and service issues are addressed promptly and professionally.

This position is responsible for coaching and developing Guest Service Agents, supporting training initiatives, monitoring departmental standards, assisting with shift coverage and daily assignments, and holding associates accountable for established procedures and service expectations.
Essential Functions & Responsibilities
Guest Service & Front Office Operations

• Oversee the daily operation of the Guest Services and Front Desk areas during assigned shifts.
• Ensure all guests are warmly welcomed, acknowledged, and assisted in accordance with Nobu Hotel luxury service standards .
• Supervise and support Guest Service Agents throughout the shift.
• Oversee accurate and efficient guest check-in and check-out procedures.
• Verify guest information, payment methods, credit card authorizations, room rates, and guest account information.
• Review arrivals, departures, room assignments, special requests, and other pertinent guest information.
• Ensure all guest requests are acknowledged, documented, communicated, and followed through to completion.
• Monitor the lobby and Front Desk environment to ensure it remains organized, professional, and consistent with Nobu standards.
• Ensure associates maintain appropriate appearance, professional conduct, and service standards.
• Monitor telephone operations and ensure calls are handled according to hotel standards.
• Ensure accurate communication of hotel services, amenities, outlets, transportation options, local attractions, and other guest information.
• Assist with room moves, upgrades, special requests, and other operational needs.
• Monitor room status and communicate discrepancies or operational concerns to the appropriate departments.
• Assist with coordination between Front Office, Housekeeping, Engineering, Food & Beverage, Security, and other departments.
• Ensure all shift responsibilities, logs, reports, and checklists are completed accurately and on time.

Guest Experience & Service Recovery

• Anticipate guest needs and proactively identify opportunities to exceed expectations.
• Respond promptly and professionally to guest concerns, complaints, and service recovery situations.
• Empower associates to resolve guest concerns appropriately while maintaining established hotel guidelines.
• Take ownership of escalated guest concerns and work with leadership to determine appropriate solutions.
• Follow up with guests after service recovery situations to ensure satisfaction.
• Document significant guest concerns, complaints, requests, and service recovery actions.
• Identify recurring guest concerns and communicate trends or opportunities for improvement to Front Office leadership.
• Ensure guest preferences and important information are accurately documented and communicated to the appropriate departments.
• Build genuine relationships with guests while maintaining professionalism and confidentiality.
• Support hotel initiatives designed to improve guest satisfaction, loyalty, and overall guest experience.

VIP & Special Guest Services

• Review and monitor daily VIP arrivals, repeat guests, special occasions, and other designated guest profiles.
• Communicate VIP arrivals and special requests to the appropriate departments and leadership.
• Ensure VIP amenities, welcome arrangements, and special requests are completed accurately and on time.
• Assist with personalized guest experiences consistent with Nobu standards.
• Monitor VIP and special guest stays and proactively communicate any concerns to Front Office leadership.
• Maintain confidentiality regarding VIP guests and sensitive guest information.

Shift Leadership & Daily Operations

• Serve as the Front Office leadership presence during assigned shifts.
• Conduct or assist with daily shift briefings and communicate important operational information to associates.
• Review arrivals, departures, VIPs, groups, special events, occupancy, and other factors affecting the shift.
• Assign and prioritize daily responsibilities based on business levels and operational needs.
• Monitor workflow and staffing throughout the shift and communicate staffing concerns to leadership.
• Ensure appropriate coverage of the Front Desk and Guest Services areas.
• Monitor associate performance and provide immediate coaching when standards are not being met.
• Ensure proper communication and handoff between shifts.
• Review outstanding guest requests and operational issues to ensure appropriate follow-up.
• Escalate significant guest, staffing, safety, security, or operational concerns to the appropriate leader.
• Assist with maintaining departmental continuity during periods of high occupancy, peak arrival/departure periods, and other high-volume operations.

Cash Handling & Financial Accountability

• Follow all hotel procedures related to cash handling, credit card transactions, deposits, and financial accountability.
• Monitor accurate processing of guest payments and account charges.
• Assist with balancing Front Office transactions and identifying discrepancies.
• Ensure associates follow established cash handling and payment procedures.
• Report financial discrepancies or irregularities to Front Office leadership.
• Maintain confidentiality of guest financial and personal information.
• Ensure proper documentation and completion of required financial reports and procedures.

Leadership, Training & Accountability

• Lead by example and consistently demonstrate Nobu Hotel standards, brand standards, and Nobu Hotel core values .
• Coach, train, and develop Guest Service Agents to achieve operational and service excellence.
• Assist with onboarding and training of new associates.
• Ensure associates understand Front Office procedures, SOPs, guest service expectations, hotel systems, and safety requirements.
• Identify training gaps and communicate development opportunities to Front Office leadership.
• Provide ongoing coaching and constructive feedback.
• Recognize associates who demonstrate exceptional guest service and performance.
• Address performance concerns promptly and communicate significant concerns to management.
• Assist leadership with maintaining departmental standards for attendance, punctuality, appearance, conduct, and performance.
• Promote teamwork, accountability, professionalism, and continuous improvement.
• Support a positive and respectful workplace environment.
• Ensure departmental policies and procedures are administered fairly and consistently.

Cross-Departmental Collaboration

• Maintain strong communication with Housekeeping regarding room status, room discrepancies, priority rooms, VIP rooms, and guest requests.
• Partner with Engineering regarding maintenance concerns affecting guest rooms and public areas.
• Coordinate with Food & Beverage regarding guest dining requests, amenities, VIP arrangements, and special occasions.
• Work closely with Security regarding guest safety, incidents, lost and found, and other security concerns.
• Communicate with Sales, Events, and other departments regarding group arrivals, special events, and guest requirements.
• Maintain effective communication with leadership regarding operational challenges, guest concerns, and departmental needs.
• Support hotel-wide initiatives, special events, VIP experiences, and operational programs.

Safety, Security & Emergency Response

• Follow all hotel safety, security, emergency response, and crisis management procedures.
• Ensure associates understand emergency procedures and appropriate escalation protocols.
• Respond appropriately to guest or associate emergencies during assigned shifts.
• Immediately communicate safety, security, medical, or emergency concerns to the appropriate leadership or department.
• Protect guest confidentiality and personal information.
• Follow established procedures for lost and found, suspicious activity, guest incidents, and other security-related matters.
• Support Security and hotel leadership during emergency situations as required.
• Complete appropriate documentation following significant guest, safety, security, or emergency incidents.

Qualifications & Experience

• Minimum 2-3 years of progressive hospitality or guest service experience , preferably within a full-service, upscale, or luxury hotel environment.
• Previous experience as a Guest Service Agent, Front Desk Supervisor, Guest Services Supervisor, Front Office Supervisor, or similar leadership role preferred.
• Previous supervisory experience in a hotel or hospitality environment strongly preferred.
• Strong knowledge of Front Office operations, guest service, service recovery, hotel procedures, and luxury hospitality standards .
• Experience handling guest concerns and resolving service issues professionally.
• Experience with cash handling, credit card transactions, and guest account procedures.
• Strong computer and technical skills.
• Opera Cloud experience preferred.
• Hotsos experience preferred.
• Ability to learn and effectively utilize hotel technology and operating systems.
• Strong leadership, communication, organization, and problem-solving skills.
• Demonstrated ability to coach, train, and support associates.
• Ability to prioritize multiple tasks and remain composed in a fast-paced hotel environment.
• Ability to work independently, take initiative, and make sound decisions.
• Strong attention to detail and follow-through.
• Ability to communicate effectively with guests, associates, leadership, and other departments.
• Luxury hotel or branded hotel experience preferred.

Core Competencies

The successful candidate will demonstrate:

• Luxury Guest Service
• Leadership & Accountability
• Guest Recovery & Problem Solving
• Communication & Collaboration
• Team Development & Training
• Operational Organization
• Decision Making & Judgment
• Attention to Detail
• Professionalism & Confidentiality
• Initiative & Proactive Thinking
• Cross-Departmental Collaboration
• Nobu Brand & Service Standards

Physical Requirements

• Ability to stand and walk for extended periods throughout the hotel.
• Ability to bend, stoop, kneel, reach, push, pull, and move throughout the property as required.
• Ability to lift and carry up to 50 pounds as required.
• Ability to work in a fast-paced hotel environment while maintaining a professional and positive demeanor.
• Ability to remain on the Front Desk and Guest Services floor for extended periods.
• Ability to respond quickly and appropriately to guest, operational, safety, and emergency situations.
• Ability to work flexible hours, including mornings, evenings, weekends, holidays, and occasional overnight shifts as required by the business.

What We're Looking For

We are seeking a hands-on hospitality leader who understands that Guest Services is at the center of the guest experience.

The Guest Service Supervisor should not simply react to guest requests but anticipate guest needs, identify potential service issues before they escalate, and empower associates to deliver exceptional experiences .

The ideal candidate will bring strong guest service expertise, leadership ability, operational awareness, and a commitment to maintaining the high standards expected of a luxury Nobu property.

This individual should be comfortable taking ownership, making decisions, coaching associates, collaborating across departments, and stepping in wherever needed to ensure the hotel delivers a seamless and personalized guest experience.