Guest Service Supervisor

Key Responsibilities Front Office & Guest Experience


* Oversee the daily operation of the Front Office and ensure consistent, professional guest service.


* Supervise and support Front Office/Desk Attendants during assigned shifts.


* Lead by example by being visible, welcoming, and proactive with guests.


* Greet guests, assist with check-in/check-out, and respond to questions, requests, and concerns.


* Provide recommendations for restaurants, activities, transportation, and local attractions.


* Monitor the lobby, front desk, and public areas to ensure they are clean, organized, and welcoming.


* Resolve guest concerns professionally and follow up to ensure satisfactory resolution.


* Monitor guest feedback and online reviews and identify opportunities for improvement.


* Communicate guest needs and operational issues to the appropriate department.

Reservations & Groups


* Assist with managing individual reservations and modifications.


* Assist with group reservations, room blocks, arrivals, departures, and special requests.


* Review upcoming arrivals and departures for accuracy and special accommodations.


* Help coordinate VIPs, repeat guests, special occasions, and other guest preferences.


* Communicate effectively with guests and group contacts before and during their stay.


* Ensure reservation notes and guest information are accurate and up to date.


* Assist with room assignments and pre-arrival planning.

Team Supervision


* Provide direction, coaching, and support to Front Office staff.


* Help ensure Desk Attendants are actively engaged with guests and property responsibilities throughout their shifts.


* Assist with training new Front Office employees.


* Monitor adherence to Front Office procedures and service standards.


* Help address performance or service issues and communicate concerns to management.


* Lead shift communication and ensure important information is passed between shifts.


* Assist with scheduling and coverage as needed.

Daily Responsibilities


* Review arrivals, departures, VIPs, groups, and special requests.


* Review reservations and room assignments for accuracy.


* Conduct Front Office and property walkthroughs.


* Check lobby, entrance, guest areas, and other public spaces for cleanliness and presentation.


* Review the Front Office Daily To-Do List and ensure tasks are completed.


* Monitor guest requests, maintenance issues, and housekeeping needs.


* Follow up on unresolved guest concerns.


* Review and communicate important shift notes.


* Assist with check-ins, check-outs, reservations, and guest needs.


* Ensure the Front Desk is properly stocked and organized.


* Verify that Front Office procedures are being followed.

Weekly Responsibilities


* Review upcoming group arrivals and room blocks.


* Review upcoming VIPs, special occasions, and repeat gue...