Guest Services Supervisor

Guest Services Supervisor

Job Overview:

The Guest Experience Supervisor is responsible for delivering exceptional service to both internal and external guests at all times. This role provides leadership, guidance, and support in guest services and experiences training, performance, and day-to-day operations, in collaboration with the Guest Services Manager and Guest Experiences Manager.

The Guest Experience Supervisor will lead and support team members, focusing on service excellence, training, and development of key performance indicators (KPIs) and operating procedures. Often serving as the first point of contact for guests, this role is key in creating a memorable and lasting first impression. The Supervisor ensures that all procedures align with departmental and company standards and acts as a brand ambassador for Cliff House Maine.

Essential Functions:

• Provide a warm, welcoming greeting to all incoming guests.
• Oversee and actively participate in all aspects of Guest Services.
• Demonstrate expert knowledge of services, features, hours of operation, room types and rates, special packages and promotions, daily occupancy, arrival and departure trends, and group activities to anticipate and respond to guest inquiries promptly and accurately.
• Lead the guest journey from arrival to departure, ensuring team members are informed and engaged with the property’s amenities and offerings.
• Promptly answer telephone calls, retrieve messages, and manage internal/external communications.
• Accurately input guest data into the property management system.
• Champion and support organizational initiatives (e.g., Guest Satisfaction Scores, Forbes Travel Guide standards, Net Promoter Score).
• Ensure concierge and guest experience agents complete end-of-shift checklist items consistently.
• Monitor and maintain accuracy of all bookings in the concierge system, and ensure guests receive detailed itineraries when booked through the concierge.
• Maintain a calm and organized approach in high-pressure or stressful situations.
• Drive guest satisfaction through the development of team members and the promotion of a professional and welcoming image.
• Respond to guest concerns with care and urgency, ensuring prompt follow-up and resolution.
• Maintain confidentiality of guest information and adhere to all data privacy protocols.
• Foster strong, collaborative relationships with team members across departments through regular communication and face-to-face interactions.
• Support onboarding, training, and ongoing development of all new and existing team members.

Qualifications:

• Minimum of two years of concierge/guest services experience in a high-volume setting preferred.
• Previous luxury hospitality experience in a Four-Star quality organization preferred.
• Previous experience with Windows, Office and Property Management Systems
• Must be able to effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form.
• Ability to manage guest opportunities which might require a high level of diplomacy.
• Ability to stand, kneel and bend within the 6 - 8 hours.
• Must be available to work varied shifts and a flexible schedule.

A qualified applicant is a “people person” who is flexible with their schedule, loves to serve others, and knows how to multi-task while ensuring accuracy.

NEEDED ATTRIBUTES

Employees must fulfill their performance standards for this position and comply with policies, rules and procedures of the Hotel, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees.  The job description is intended to describe the general nature and work responsibilities of the position.  This job description and duties of this position are subject to change, modification and addition as deemed necessary by the Hotel.  Employees are required to comply with supervisory instructions and perform other job duties, responsibilities and assignments requested by supervisors, managers or other Hotel Officials.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.