Guest Services Supervisor

Guest Services SupervisorAt Mirbeau, we've spent more than 25 years delivering award-winning hospitality rooted in wellness, care and excellence. As a Forbes-rated, family-owned company, we're committed to creating a workplace where our people feel supported, respected and empowered to grow. That's why health, balance and well-being are core values in everything we do.In this highly collaborative role, the Guest Services Supervisor leads and supports the front desk team, works in coordination with different departments, and ultimately ensures each guest journey is smooth, personal and memorable- with each arrival and departure reflecting Mirbeau's signature hospitality, and the exceptional, curated experiences we're known for. Our ideal candidate is a charismatic, articulate leader with experience in hotel or spa operations. They bring purposeful, high-impact leadership that elevates both team performance and the guest experience. Exceptional communication skills, composure under pressure, and the ability to multitask with ease are essential. They lead with clarity, intention, and authentic care—fostering a culture built on trust, respect, and excellence.Pay rate: $22.00 to $27.00Schedule - FlexibleJob Responsibilities:Guest Experience & Service Standards Deliver exceptional service to all guests, following Forbes and Mirbeau StandardsGreet, register, and check in arriving guests; create key cards and escort or direct guests to their roomsAssist departing guests with check-out procedures, billing inquiries, and payment processingPromptly and professionally resolve guest concerns with empathy, clarity and discretionPromote resort amenities and services by staying informed on all offerings, hours of operation, and special promotionsRespond to guest inquiries and reservation requests via phone, email, and in person- providing accurate information and courteous assistanceFront Desk Operations Verify daily arrivals, room statuses, and ensure guest requests are logged and communicated using the pass-on logMaintain accurate billing by coordinating with Spa and Food & Beverage teams for room folio transfersKeep the front desk and adjacent areas clean, organized, and fully stockedPerform all front desk associate tasks as needed, including checklists, drawer counts, and preparation of guest deliveries and amenitiesEnsure front desk is properly prepared for evening and overnight shiftsPrepare pre-registration materials and verify post-reservations after the Reservations Desk has closedCommunicate effectively with the next shift, ensuring a seamless guest experience and operational continuityTeam Leadership and Training Lead, coach, and support the Guest Services team (Front Desk, Bell Persons) in delivering consistent serviceProvide ongoing training, performance feedback, and disciplinary guidance as neededAssist HR team with interviewing, hiring, and onboarding of new team membersMonitor and reinforce the proper use of company policies and service standards, by all employees, at all timesEnsure all team members maintain professional appearance, including proper uniforms, nametags, and personal hygieneCommunication & Coordination Maintain open lines of communication with all departments to ensure operational alignment and service excellenceWork closely with Housekeeping to ensure timely and accurate room status updatesAttend required meetings as deemed necessary by the resortCommunicate all important updates, incidents, and guest needs through daily pass-on logs and internal communication toolsAdministrative & Strategic Duties Conduct regular inventory of office supplies and guest amenities; assist with reordering as neededDevelop strategies to enhance front office efficiency and operationsEnforce all resort policies and procedures with consistency and professionalismAddress and respond to major guest or operational issues that arise during scheduled shiftsQualifications, Skills & Educational Requirements:Experience & Background Previous experience in hotel, resort, or spa operations, with a strong understanding of front office procedures and guest service standardsProven supervisory or team leadership experience, ideally within an elevated hospitality settingFamiliarity with Property Management Systems (PMS) and other hotel software applications is highly desirableDemonstrated success in coordinating across departments to support seamless guest experiencesGuest Service & Communication A genuine passion for hospitality and a deep commitment to guest satisfaction, with the ability to create warm, thoughtful, and memorable experiencesExceptional communication skills- both verbal and written- with the ability to convey information clearly, tactfully, and professionallyThe ability to engage graciously and effectively with guests, colleagues and leadership at all levelsProfessional Presence & Demeanor A polished, professional, and well-kept appearance in line with elevated hospitality standardsA calm, confident, and welcoming presence, with the ability to navigate guest interactions with empathy, efficiency and graceA naturally pleasant and charismatic demeanor, with the ability to foster trust and ease in every interactionOrganizational & Operational Skills Strong organizational and multitasking skills, with the ability to manage multiple priorities in a fast-paced environmentAttention to detail and the ability to remain composed under pressureExperience leading or assisting with front desk operations, including scheduling, check in/check out procedures and team coordinationTechnical Proficiency Proficiency in computer systems and hotel-related software; experience with PMS platforms is preferredAbility to answer guest inquiries, manage reservations, and support administrative needs efficiently and accuratelyPhysical Requirements Ability to stand for extended periods and maintain energy, focus, and professionalism throughout the shiftEqual Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.