Front Desk-Guest Services Supervisor

The Guest Service Supervisor is responsible for supervising front desk staff to ensure efficient and effective front desk operations, maintaining high levels of guest satisfaction, and providing support to the Hotel or General Manager. This role involves overseeing daily operations, handling guest inquiries, and ensuring a smooth check-in and check-out process.

• Supervise and support front office staff, including front desk agents and night auditors.
• Ensure the highest level of guest satisfaction by promptly addressing guest inquiries, requests, and complaints.
• Oversee the check-in and check-out processes, ensuring they are conducted smoothly and efficiently.
• Assist with training and developing front office staff to ensure adherence to hotel policies and service standards.
• Monitor room availability, room rates, and special promotions to maximize occupancy and revenue.
• Maintain accurate records of guest accounts, reservations, and financial transactions.
• Assist in preparing and managing the front office budget, including forecasting and cost control.
• Conduct regular inspections of the front office area to ensure it meets cleanliness and maintenance standards.
• Coordinate with other departments, such as housekeeping and maintenance, to ensure smooth operations.
• Implement and monitor front office procedures and policies to ensure compliance with hotel standards.
• Handle guest complaints and issues, resolving them promptly and effectively.
• Develop and implement strategies to improve guest satisfaction and operational efficiency.
• Maintain a strong presence in the lobby to greet guests and provide assistance as needed.
• Prepare regular reports on front office operations and performance for the Hotel or General Manager.
• Handle cash and credit card transactions accurately and securely, following established procedures and controls to minimize errors and discrepancies.
• Stay informed about hotel services, amenities, and local attractions, providing guests with helpful information and recommendations to enhance their stay experience.
• Must adhere to the company's grooming, uniform, and dress code policies.
• Assist with varied projects as assigned.
• Other duties as assigned.

QUALIFICATIONS

• High school diploma or equivalent; additional education in hospitality management or related field preferred.
• Previous experience in front desk operations or guest services role, with at least one year in a supervisory or leadership position.
• Strong customer service, communication, and interpersonal skills, with a friendly and approachable demeanor.
• Excellent organizational and multitasking abilities, with the capacity to prioritize tasks and manage time effectively in a fast-paced environment.
• Proficiency in hotel management software, property management systems (PMS), and Microsoft Office Suite.
• Knowledge of hotel operations, front desk procedures, and industry standards and regulations.
• Flexibility to work various shifts, including evenings, weekends, and holidays, as needed.

PHYSICAL REQUIREMENTS

These physical requirements ensure that the Guest Service Supervisor can perform the duties of the position effectively and meet the demands of a fast-paced hotel environment.

• Ability to stand, walk, and move around the hotel property for extended periods.
• Manual dexterity to operate office equipment, computers, and other tools.
• Ability to lift and carry objects weighing up to 25 pounds.
• Visual acuity to read documents, analyze reports, and use computer screens.
• Auditory ability to communicate with guests and colleagues in person and over the phone.
• Stamina to work long hours and handle stressful situations effectively.
• Ability to travel occasionally for meetings, conferences, and industry events.

Employees of Pinnacle Partnership are expected to maintain a professional image and attitude consistent with the Company’s business practices. Employment with Pinnacle Partnership will be in accordance with our “At-Will” policy. This means that just as you may leave your position with the Company at any time, the Company may terminate your employment at any time.

This job description should not be considered all-inclusive. The employee understands that the job description is neither complete nor permanent and that it may be modified at any time. This job description does not create a contract of employment, it is simply an outline of expected duties for the position.

Pinnacle Partnership is an independent, award-winning hospitality and development company headquartered in Spartanburg, SC. Our portfolio includes Class-A office, retail, residential, internationally recognized hotel brands, and distinctive restaurant concepts. Without exception, all of Pinnacle’s properties have been recognized with awards and honors in their respective brands and industries.

We create places of connection where people feel welcome through our gracious hospitality, entrepreneurial spirit, and rewarding growth. This distinct, hospitality-first approach powers lasting returns for our investors and our communities.