Guest Service Supervisor - Hospitality

About the role

The Guest Service Supervisor is responsible for providing exceptional guest service while overseeing and supporting the daily operations of the resort's front desk and guest services functions. This position welcomes guests, assists with guest requests and concerns, and performs check-in and check-out procedures while ensuring a level of service that meets or exceeds guest expectations.

Responsibilities

• Provides leadership, guidance, and support to Guest Service Agents
• Helps ensure adherence to hotel policies and service standards
• Assists with training and coaching team members
• Addresses guest concerns professionally, resolving issues in a timely manner
• Supports overall guest satisfaction
• Helps maintain a clean, organized, and welcoming lobby and front desk area
• Ensures that all guest-facing areas consistently reflect the resort's standards of professionalism and hospitality

Requirements

• 1-2 years hotel or hospitality experience; supervisory experience is preferred
• Reliable attendance and punctuality
• Strong customer service skills with a genuine commitment to guest satisfaction
• Excellent attention to detail and accuracy
• Strong organizational and time-management skills
• Positive attitude with strong interpersonal, communication, and diplomatic skills
• Ability to effectively lead, coach, and support team members
• Strong problem-solving and decision-making skills
• Excellent math aptitude with strong interpersonal, communication, and diplomatic skills
• Professional demeanor and appearance
• Proficient computer skills, including Microsoft Word and Excel; familiarity with hotel property management systems preferred
• Ability to remain calm and professional with handling guest concerns or challenging situations
• Ability to stand and walk for extended periods
• Must be available to work a flexible schedule, including evenings, weekends, holidays, and varying shifts as business needs require
• Must be legally authorized to work in the United States

Preferred Qualifications

• Associates degree in Hospitality Management, Business Administration, or a related field strongly preferred
• Previous hotel front desk or guest services supervisory experience
• Experience with hotel property management systems (PMS)
• Experience training or mentoring employees

Benefits

We offer a competitive compensation package with Company paid employee only health insurance, vacation and sick time, Company paid holidays, life insurance, and employee discounts!