Guest Service Supervisor

Overview
We are seeking a dedicated and enthusiastic Guest Service Supervisor to join our team in providing exceptional hospitality experiences for our guests. As the first point of contact, you will play a crucial role in creating a welcoming atmosphere, ensuring guest satisfaction, and managing front desk operations. This position requires strong communication skills, a passion for customer service, and the ability to handle various tasks efficiently.

Duties

Job Title: Guest Service Supervisor
Location: Comfort Inn & Suites – Airport Location
Job Type: Full-Time
Reports To: General Manager

Job Summary:

The Guest Service Supervisor is responsible for overseeing front desk operations, ensuring exceptional guest service, and supporting the Front Desk Agents in delivering a seamless check-in and check-out experience. This position plays a key role in managing daily administrative tasks, training staff, resolving guest concerns, and maintaining brand standards at Comfort Inn & Suites.

Key Responsibilities: Guest Services:

• Provide outstanding customer service and ensure all guests have a positive experience.
• Handle guest inquiries, requests, and complaints professionally and efficiently.
• Assist guests with special requests, including room changes, late checkouts, and transportation arrangements.
• Monitor guest satisfaction and address any service issues promptly.

Front Desk Operations:

• Oversee daily front desk operations, ensuring a smooth and efficient workflow.
• Assist in the check-in and check-out process, verifying payments, issuing room keys, and confirming reservations.
• Ensure that all front desk tasks, such as balancing cash drawers and processing transactions, are completed accurately.
• Monitor and maintain accurate records of room availability, rates, and reservations.

Team Leadership & Training:

• Supervise and support Front Desk Agents, providing guidance and assistance as needed.
• Conduct training sessions to ensure all front desk employees understand hotel policies, procedures, and brand standards.
• Assist in scheduling front desk staff to ensure adequate coverage at all times.
• Lead by example, fostering a positive and professional work environment.

Administrative & Compliance:

• Ensure compliance with hotel policies, brand standards, and safety procedures.
• Monitor and manage front desk supplies and report maintenance issues as necessary.
• Collaborate with housekeeping and maintenance departments to ensure guest satisfaction.
• Assist with night audits, daily reports, and revenue reconciliation when necessary.

Technology & Systems:

• Utilize the hotel’s Property Management System (PMS) for check-ins, check-outs, and guest information management.
• Troubleshoot minor technical issues related to front desk equipment and software.
• Maintain accurate and up-to-date records of guest preferences and feedback.

Qualifications & Requirements:

• High school diploma or equivalent required; hospitality-related degree preferred.
• Minimum of 2 years of hotel front desk experience, with at least 1 year in a supervisory role.
• Strong leadership, communication, and problem-solving skills.
• Proficiency in hotel management software (ChoiceADVANTAGE preferred) and Microsoft Office Suite.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Strong multitasking abilities and attention to detail in a fast-paced environment.
• Professional appearance and demeanor.

Benefits & Perks:

• Competitive salary based on experience.
• Employee discounts on hotel stays.
• Opportunities for career advancement within the company.
• Ongoing training and professional development.

Join our team at Comfort Inn & Suites and be part of a dynamic, guest-focused hospitality environment!

Experience

• Previous experience in guest services or front desk operations within the hospitality industry is preferred.
• Familiarity with hotel management software is advantageous.
• Strong customer service skills with the ability to handle challenging situations gracefully.
• Knowledge of night audit procedures is a plus.
• Excellent communication skills, both verbal and written.
• Ability to work flexible hours, including nights, weekends, and holidays as needed.

Join our team as a Guest Service Agent and contribute to creating memorable experiences for our guests while developing your career in the hospitality industry.

Job Types: Full-time, Part-time, Temporary

Expected hours: 40 per week

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Morning shift

Work Location: In person