Supervisor, Guest Services

Overview

The Guest Services Supervisor assists the Hotel Operations Manager in all duties of the Front Office operation, including providing leadership to the Front Desk, Concierge and Valet Bell Services teams, training and team member development, delivery of quality and prompt exceptional guest service, and resolution of guest issues, while maximizing room revenue and occupancy. The Supervisor also ensures the safe and efficient transportation, arrival, and departure of guest vehicles, as well as the coordination and oversight of the Valet parking lot and coat check operations.

Benefits

We offer a comprehensive benefits package that supports the health and well‑being of team members and their families, helps plan for the future, and promotes a healthy work‑life balance. Benefits may vary with employment status. For a full list of Team Member Benefits, visit www.gotoworkhappy.com/benefits.

Responsibilities

• Creates an atmosphere that induces guests to choose Hard Rock Hotel & Casino Bristol for gaming and entertainment; actively builds and retains guest relations and mentors team members to provide superior guest service.
• Provides superior guest service, positively influences interactions with guests and team members, and demonstrates resiliency when dealing with difficult guests in any business condition.
• Ensures prompt and courteous service for all arriving and departing guests.
• Maintains a regular presence throughout the Front Office, Valet Bell Services, and Coat Check departments.
• Provides an authentic “rock‑inspired” experience by keeping the Port Cochere entrance visually inviting and delivering amplified service.
• Manages Front Office, Valet Bell Services, and Coat Check—including training, hiring, scheduling, supervising, and evaluating staff.
• Maintains a smooth flow of traffic to and from the property.
• Documents safety situations, violations, or property damage.
• Handles guest complaints in a timely, accurate, and courteous manner.
• Maintains effective communication and relationships with team members, management, and guests.
• Assists the Hotel Operations Manager in maintaining service standards and makes decisions in their absence.
• Trains, evaluates, and supervises the team to ensure members receive adequate guidance and resources.
• Attends and participates in meetings, completing follow‑up tasks as assigned.
• Teaches, coaches, and documents team members who fail to meet standards to maintain a high‑quality workforce.
• Projects a professional image to team members, guests, clients, owners, and investors.
• Provides empathy and corrective action when guests’ vehicles are damaged on the property.
• Ensures Valet areas and surrounding environments are clean.
• Is fully conversant with all rules, policies, and procedures and acquaints new team members with their department and duties.
• Reports unusual or suspicious activities to Security and Management.
• Recommends enhancements to improve service and maximize guest satisfaction.
• Facilitates information flow between management and staff, covering policy updates, procedural changes, special events, and their impact on the property.
• Ensures consistent service sequences are followed and brand standards are properly executed.
• Reviews and develops guest history records to enhance personalized service for repeat guests.
• Ensures proper handling, maintenance, storage, and security of all department equipment.
• Communicates guest arrivals, departures, and relevant information clearly to other departments as needed.
• Maximizes room revenue and occupancy by effectively controlling rates and availability.
• Coordinates with the Hotel Operations Manager to maintain guest room standards.
• Responds to guests’ needs and concerns promptly, professionally, and with a focus on service recovery.
• Maintains knowledge of all property services, hours of operation, restaurant concepts, menus, dress codes, room types, amenities, rates, packages, and promotions.
• Balances staffing levels and labor to achieve optimal team member‑guest engagement and cost ratios.
• Assists in developing and implementing strategies to improve departmental retention.
• Promotes a positive work environment and ensures compliance with all employment‑related processes and documentation.
• Participates in regular team meetings to communicate global programs, implement new products and procedures, and discuss opportunities, special events, and other activities.
• Delivers an extraordinary experience that creates loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.
• Resolves guest complaints and implements changes to prevent future issues in accordance with management guidelines.
• Monitors quality‑assurance scores and guest feedback, taking corrective action when necessary.
• Maintains a front‑of‑house presence