Job Title: Guest Service Supervisor

Location: Springhill Suites by Marriott Garner, NC

Reports To: Hotel General Manager

Job Summary:

The Guest Service Supervisor is responsible for overseeing the daily operations of the guest services team to ensure high standards of customer service are maintained. This role involves managing staff, addressing guest inquiries and complaints, and ensuring a positive guest experience throughout their stay or visit. The ideal candidate will possess strong leadership skills, a passion for customer service, and the ability to handle complex situations with professionalism and efficiency.

Key Responsibilities:

• Team Leadership and Supervision:

  • Supervise and support guest service agents and front desk staff.
  • Conduct regular team meetings to communicate important information and updates.
  • Provide training and mentorship to new and existing team members.
  • Schedule and manage staff shifts to ensure adequate coverage.

• Guest Experience Management:

  • Greet and assist guests, addressing their needs and resolving any issues promptly.
  • Handle guest complaints and special requests with professionalism and efficiency.
  • Ensure that guest interactions are conducted in a courteous and helpful manner.

• Operational Oversight:

  • Monitor daily operations to ensure adherence to company policies and standards.
  • Oversee the check-in and check-out processes to ensure smooth operations.
  • Manage reservations and cancellations, ensuring accurate and efficient handling.

• Quality Control:

  • Conduct regular inspections to ensure guest areas are clean and well-maintained.
  • Implement and enforce service standards to enhance the guest experience.
  • Gather and analyze guest feedback to identify areas for improvement.

• Administrative Duties:

  • Prepare and maintain reports related to guest services and staff performance.
  • Handle administrative tasks such as processing transactions and maintaining records.
  • Collaborate with other departments to ensure seamless guest experiences.

• Problem Resolution:

  • Address and resolve any operational or guest-related issues that arise.
  • Escalate complex situations to higher management when necessary.

• Compliance and Safety:

  • Ensure that all guest service practices comply with company policies and industry regulations.
  • Promote a safe working environment and adhere to health and safety guidelines.

Qualifications:

• High school diploma or equivalent; associate or bachelor’s degree in hospitality management or related field preferred.
• Proven experience in a guest service or supervisory role, preferably in the hospitality or retail industry.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work effectively under pressure and handle multiple tasks simultaneously.
• Proficiency in relevant computer systems and software (e.g., reservation systems, MS Office).
• Flexible schedule with the ability to work evenings, weekends, and holidays as required.

Physical Requirements:

• Ability to stand and walk for extended periods.
• Capable of lifting and carrying items up to [weight, e.g., 25 pounds].

Working Conditions:

• Fast-paced environment with frequent interaction with guests and team members.
• May require working outside of regular business hours.