Guest Services Supervisor

About the Role

The North Conway Grand Hotel, under the management of Olympia Hospitality, is seeking an Assistant Guest Service Manager to support the Guest Service Manager in overseeing the safe and efficient operation of the front desk. This role focuses on maximizing profitability and ensuring high levels of guest satisfaction. You may direct the work of others, delegate tasks, provide training and support, and allocate resources to front desk staff.

Responsibilities

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Maintain a warm and professional demeanor at all times.
• Ensure employees are attentive, friendly, helpful, and courteous to guests, managers, and fellow employees.
• Oversee the logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Stay informed about all current rates, packages, and promotions.
• Assist in all emergency procedures as required.
• Oversee guest check-ins and check-outs in a friendly, efficient, and courteous manner.
• Perform all duties of a Guest Services Agent.
• Run room status reports promptly and relay necessary information to affected departments.
• Monitor key control to maintain hotel security.
• Answer all guest inquiries in a timely and professional manner.
• Assist in training and cross-training new hires and current employees.
• Attend meetings and training as required by management.

Requirements

• Minimum of 2 years prior customer service experience preferred.
• General knowledge of bookkeeping and audit procedures is helpful.
• High school diploma or equivalent combination of education and work experience.

Skills

• Leadership and problem-solving abilities.
• Basic computer skills; ability to share knowledge and teach others.
• High-level customer service and effective communication with guests and team members.
• Able to follow instructions, learn quickly, and pay attention to detail.
• Maintain composure when working under pressure.

Physical Demands

This is a physically demanding job that requires extended periods of walking and standing, as well as occasional lifting of up to 50 pounds (e.g., computer paper, guest luggage). Reasonable accommodations may be made to enable eligible individuals to perform the essential functions.

Pay

$23.00 per hour.

Benefits

• Health Coverage: Up to 80% contribution toward individual health plans, plus affordable dental and vision insurance. FSA and HSA options available.
• Retirement: 401K plan with discretionary yearly match.
• Insurance: Paid group term life insurance for select positions, 50% shared cost short-term disability, and optional additional employee-paid life insurance.
• Time Off: Robust PTO plan and 7 paid holidays.
• Earned Wage Access: Quick access to your paycheck.
• Additional Support: Employee Assistance Program (EAP), sober support network, and a recovery-friendly workplace.
• Perks: Exclusive hotel travel discounts. Additional benefits may be available based on property location.