What are the responsibilities and job description for the Guest Service Supervisor position at KJM Hospitality?
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