Guest Services Supervisor

Job Summary The purpose of a Guest Services Supervisor is to assist the Guest Service Manager by overseeing the responsibilities of the Front Office staff ensuring that the guests are being serviced in a professional and competent manner. ESSENTIAL DUTIES AND RESPONSIBILITIES Work with Guest Services Manager to train and monitor front office staff. Monitors Guest Service Scores daily and takes action to improve guest satisfaction through training, coaching and problem resolution. Communicates with the Engineering Department regarding any maintenance requests from the guests. Communicates with the Housekeeping Department regarding guest rooms and requests. Has complete working knowledge of the software system, including all daily transactions and those which are not performed often. Has full understanding of the software system and assists with reservations, and checking guests in and out of the hotel. Knows how and where to post all charges. Handles checks and credit cards received from the guests for payment of hotel charges. Knows all room rates. Assists the Guest Service Manager by handling special requests, group blocking and unusual circumstances. Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards. Maintains high standards of personal appearance and grooming, which include compliance with the dress code. Performs any other duties as requested by supervisor. DESIRED COMPETENCIES, WORK SKILLS, AND KNOWLEDGE High quality of work: demonstrates accuracy, thoroughness and monitors own work to ensure quality; provides the best possible service to clients and customers. Acceptable productivity standards: meets or exceeds productivity standards; produces adequate volume of work efficiently in a specific time. Excellent customer service skills: responds to requests for service and assistance; demonstrates desire and ability to provide high quality service to both internal and external customers; solicits customer feedback to improve service. Initiative: asks for and offers help when needed; includes appropriate people in decision-making. Accountability: takes responsibility for own actions; performs work with little or no supervision; works independently; reliable regarding task completion and follow up. EDUCATION AND EXPERIENCE REQUIREMENTS One to two years related experience and/or training, or equivalent combination of education and experience. QUALIFICATIONS Must have flexibility to work nights and weekends. Must be able to read and write fluent English. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to interpret and perform basic computer and POS system functions. Knowledge of Outlook, Word and Excel. SUPERVISOR RESPONSIBILITIES Position will supervise front desk staff, in conjunction with the Guest Service Manager. WORK ENVIRONMENT Indoor work environment; minimal to moderate noise levels consistent with hotel environment. PHYSICAL DEMANDS Stand more than 2/3 of the time, walk more than 2/3 of the time, sit less than 1/3 of the time, lift up to ten pounds, push/pull up to 10 pounds. Observe safety and security procedures. Equal Employment Opportunity Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members. BENEFITS Medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, travel and lodging perks. This position will no longer be available 30 days from 2026-06-29. #J-18808-Ljbffr