Guest Service Supervisor (Hotel Job)

Full-time position with benefits. Evening and weekend availability is required.

About the Role

Supervise guest service staff at The Hotel at Kirkwood Center. Responsibilities include registering and assigning rooms to guests, issuing room keys, managing reservations, handling guest accounts, processing payments, and assisting with baggage. This position also serves as a trainer for students in The Hotel at Kirkwood Center, The Kirkwood Center for Hospitality Arts, and The Kirkwood Center for Continuing Education.

Responsibilities

• Prepare department work schedule and ensure adequate staffing.
• Supervise, train, coach, and mentor all front desk and bell staff.
• Ensure brand standards are followed by all staff; model and maintain department service standards.
• Greet, register, and assign rooms to guests; escort guests to rooms when needed.
• Maintain records of room availability, guest accounts, and reservations manually or using computers.
• Compute bills, collect payments, and make change for guests.
• Perform bookkeeping activities, such as balancing cash accounts.
• Review accounts and charges with guests during check-out.
• Post charges (e.g., rooms, food, liquor, telephone) to ledgers manually or electronically.
• Transfer luggage, trunks, and packages to and from rooms, loading areas, vehicles, or transportation terminals.
• Supply guests with directions, travel information, and details about available services and local points of interest.
• Receive and mark baggage by completing and attaching claim checks.
• Assist travelers and guests with special needs.
• Deliver messages and run errands for guests.
• Explain the operation of room features such as locks, ventilation systems, and televisions.
• Maintain clean lobbies or entrance areas for guests.
• Maintain vehicles in guest-ready state.
• Serve as a professional role model and assist students in achieving course objectives.
• Coach and nurture students in performance of skills.
• Treat students, faculty, staff, and guests equally regardless of gender, age, or other characteristics.
• Demonstrate knowledge of hotel policies and procedures.
• Work effectively with the sales department to ensure group accuracy.
• Collaborate respectfully with diverse personalities.
• Exercise high-level decision-making, good judgment, and problem-solving skills.
• Welcome, value, and nurture people of all backgrounds, perspectives, and experiences.
• Regular and consistent attendance at work.
• Perform other related duties as assigned.

Requirements

• High school diploma or equivalent required.
• Minimum of two years full-time experience in a related hospitality setting or equivalent education and work experience.
• Preference given to candidates with a post-high school degree and prior supervisory experience.
• Valid driver’s license and ability to qualify for a class D Chauffeur’s license; driving record will be verified initially and monitored ongoing.

Skills

• Effective time management, ability to prioritize, and multitask.
• Ability to provide service in a courteous, prompt, and efficient manner.
• Proficiency in operating front desk equipment (e.g., copier, calculator, computer, fax).
• Demonstrated job flexibility.
• Ability to meet and deal effectively and courteously with guests, students, personnel, and community members.
• Strong decision-making, judgment, and problem-solving skills.

Physical Activities

• Occasional (10-33%): Sitting and lifting up to 100 pounds.
• Frequent (34-66%): Walking and close visual work (e.g., computer use).
• Constant (67-100%): Standing, talking, hearing, pushing, pulling, and grasping 10-50 pounds.