Job Overview
We are seeking an energetic and detail-oriented Guest Service Representative Supervisor to lead our front desk team and elevate the guest experience. In this pivotal role, you will oversee daily operations at the front desk, ensure exceptional customer service, and manage guest relations with enthusiasm and professionalism. Your leadership will inspire your team to deliver memorable stays, handle guest inquiries efficiently, and uphold the highest standards of hospitality management. This position offers an exciting opportunity to shape guest experiences in a dynamic hospitality environment while fostering a welcoming atmosphere for all visitors.
Duties
- Supervise and coordinate the activities of guest service staff, ensuring smooth check-in/check-out procedures and efficient front desk operations
- Lead guest interactions with a focus on delivering outstanding customer service, resolving issues promptly, and enhancing overall satisfaction
- Oversee reservation management using property management systems (PMS) such as Fosse or similar platforms, including handling modifications and cancellations
- Train team members on hospitality reservation systems, phone etiquette, multi-line phone systems, and hotel emergency procedures to maintain high service standards
- Monitor guest relations by addressing complaints, providing information about hotel amenities, local attractions, and services in multiple languages as needed
- Manage night audit processes to reconcile accounts, prepare reports, and ensure financial accuracy at the end of each shift
- Support recruitment, onboarding, and ongoing training initiatives to develop a motivated and professional front desk team
Requirements
- Proven experience in hospitality management or hotel front desk operations, with familiarity using property management systems (PMS) such as Fosse preferred
- Strong customer service skills with a passion for creating positive guest experiences in a fast-paced environment
- Multilingual or bilingual abilities are highly desirable to serve diverse clientele effectively
- Knowledge of hotel emergency procedures and guest safety protocols is essential
- Excellent communication skills via phone and client interactions; ability to handle multi-line phone systems with professionalism and courtesy
- Previous experience in resort or hotel environments is preferred; familiarity with night audit procedures is a plus
- Demonstrated problem-solving skills in customer service scenarios; ability to think quickly and respond appropriately
Join us in delivering exceptional hospitality experiences! We are committed to fostering an inclusive environment where energetic leaders can thrive while providing outstanding guest services. This paid position offers valuable opportunities for growth within the hospitality industry—apply today to become part of our vibrant team!
Benefits:
- 401(k) matching
- Dental insurance
- Employee discount
- Free parking
- Life insurance
- Paid jury duty
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Work Location: In person
