We are looking for a highly motivated individuals to join our Guest Services team as a Guest Services Supervisor. The ideal candidate uses their engaging personality set the example for the team on how to create a memorable first impression for our guests as they arrive for the first time and throughout their stay. The Guest Services Supervisor will supervise and direct the team in offering guests a warm welcome to our hotel/resort, and the assistance with the unloading of guest’s luggage. They will also be the leader of information for the team to serve as a source of knowledge for the guest for everything about the hotel, its amenities, and the local area as they assist the guest to their room.
If you are a detail-oriented person who enjoys engaging with people from all over the world and making meaningful connections, as well as taking steps to “WOW” people, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world-class property.
Operational Oversight & Compliance:
- Supervise daily front office operations, ensuring shift-to-shift logistics, labor allocation, and employee breaks are managed in alignment with operational requirements.
- Enforce rigorous financial controls, auditing cash drops, room adjustments, vouchers, and credit authorizations to guarantee team compliance with internal controls.
- Maintain house bank custody, adhering strictly to standard operating procedures regarding cash handling, safe deposits, credit authorizations, and financial compliance.
- Oversee inventory management and room readiness, coordinating directly with Housekeeping and Engineering leadership to manage VIP arrivals, group blocks, and maintenance workflows.
- Maintain aesthetic and operational readiness of the lobby and reception areas, ensuring compliance with brand standards and property presentation guidelines.
Team Leadership & Performance Management:
- Direct, coach, and motivate Guest Services Agents, driving performance to ensure the team consistently meets or exceeds guest satisfaction targets and brand standards.
- Facilitate onboarding and continuous training for frontline personnel, focusing on property management systems, standard operating procedures, and service recovery protocols.
- Serve as the primary escalation point for complex guest service and billing inquiries, executing advanced service recovery strategies to protect brand loyalty.
- Conduct shift briefings and performance reviews, ensuring critical operational intelligence, promotions, and safety protocols are systematically communicated to the team.
- Perform administrative project workflows and other tasks as assigned by department leadership to meet evolving business needs.