Guest Service Supervisor Job Description

Guest Service Supervisor Job Description

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Guest service supervisor provides coaching and guidance as required, including but not limited to administration of the corrective action and all company policies.

Guest Service Supervisor Duties & Responsibilities

To write an effective guest service supervisor job description, begin by listing detailed duties, responsibilities and expectations. We have included guest service supervisor job description templates that you can modify and use.

Sample responsibilities for this position include:

Front Desk Operations - Assists guests in person or via telephonic contact for all communication including, but not limited to, room reservations and/or cancellations, payments, questions, check -in, check-out process, collecting payments, authorized patron verification, guest room assignments, credit card processing, express check out requirements
Responsible for the front desk operations, lobby appearance, guest service, office operations, Position will be required to work all shifts including holidays as scheduled
Hires and/or recommends hiring of Guest Service Department associates
Responsible for lobby appearance including cleaning, mopping, dusting, organization, presentation, and all assigned work areas
Supervises a group of employees engaged in rendering assistance to guests which involves all responsibilities of a Guest Service Representative
Develops work schedules and ensures they are adhered to
Provides guidance and assistance to subordinates in connection with problems encountered
Accomplishes work performance appraisals and recommends disciplinary action as necessary
Maintains constant communication with Housekeeping and Maintenance Departments concerning guest room status
Manages departmental budget, (front desk and office supplies, labor, ) monitors monthly expenses for staffing and supplies

Guest Service Supervisor Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Guest Service Supervisor

List any licenses or certifications required by the position: CPR

Education for Guest Service Supervisor

Typically a job would require a certain level of education.

Employers hiring for the guest service supervisor job most commonly would prefer for their future employee to have a relevant degree such as Collage and High School Degree in Education, Management, Hospitality, Communication, Leadership, Technical, Associates, Hotel Management, Computer, General Education

Skills for Guest Service Supervisor

Desired skills for guest service supervisor include:

Outlook
Word and Excel
Assist in all emergency procedures as
PMS system highly
Able to work there independently in conformity with the established standard and take over shifts if necessary
Are continuously trained to learn and understand policies and practices
Basic customer service skills
But not limited to
Company reporting and associate timekeeping systems
Company/hotel policies and procedures and the ability to determine course of action based on these guidelines

Desired experience for guest service supervisor includes:

Preparation and co-ordination of group arrivals/departures
Receives payment by cash, credit cards, cheques, and is able to post these in the computer correctly
Ensure the timely and appropriate resolution of Guest inquiries and issues
Manage team performance to established goals for quality and efficiency
Lead, motivate and develop staff so they are fully engaged with departmental objectives and are committed to working effectively toward continuous improvement
Ensure contact and ticket quality evaluations are executed on a timely basis, per the QA plan

Guest Service Supervisor Examples

1

Guest Service Supervisor Job Description

Job Description Example
Our company is searching for experienced candidates for the position of guest service supervisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for guest service supervisor
  • Review and continuously evaluate staff training needs
  • Establish a communications process with assigned staff, facilitating consistency and operational stability
  • Maintain up-to-date knowledge of products, processes, technology, systems, and applications
  • Deliver closed loop resolution by ensuring all customer issues are investigated, addressed and communicated
  • Prepare, organize and present analysis of product, process, place or people issues, as reported by Guests, for discussion in periodic meetings with Store Operations
  • Completes various daily, monthly or weekly reporting to management and other duties or special projects as assigned
  • Make daily bank deposits by noon
  • Coach and direct employees to provide excellent customer service
  • Maintain an awareness of cleanliness both inside and outside of the store
  • Light equipment and yard maintenance
Qualifications for guest service supervisor
  • Ordering merchandise
  • Report all environment, maintenance issues and unusual occurrences to the proper authority management personnel
  • Ability to count, read and write accurately to complete required
  • Strong organizational skills and ability to time-manage not only self, but the entire team operation
  • Supervise a team of 10+ colleagues
  • Proven ability to adapt to varying situations and lead the team when under pressure
2

Guest Service Supervisor Job Description

Job Description Example
Our company is looking to fill the role of guest service supervisor. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for guest service supervisor
  • Hire, coach and schedule Steamboat Ambassadors and Guest Service Respresentatives
  • Provide exceptional Service Excellence to Steamboat guests and facilitate service recovery as needed
  • Support regular Ambassador duties as needed
  • Conduct daily Ambassador meetings
  • Design and implement procedures pertinent to the Ambassador staff’s ongoing training, education and development
  • Prepare routine reports and inventories
  • Utilizes various modes of communication to assists guests in person, via telephone, email, to secure room reservations and/or cancellations, payments, inquiries, check-in, check-out, authorizing patron verification, guest room assignments, credit card processing, express check-out
  • Actively participates in Navy Lodge recruitment efforts by submitting personnel requisitions via Taleo
  • Issues room keys, sorts incoming mail and messages, and deposits guest valuables in safety-deposit boxes as requested
  • Reconciles daily transactions of all accounts and outlets of the Navy Lodge ensuring complete reconciliation of balances while maintaining guest service at all times
Qualifications for guest service supervisor
  • Communicate clearly in English in person, and professionally in writing and on the phone
  • Work outside in all weather conditions for a prolonged period
  • Minimum advanced level skier/snowboarder with ability to safely handle all terrain and various conditions
  • Lift/carry at least 20 lbs on a regular basis
  • High school graduate required, college degree preferred
  • Previous experience in guest service/guest relations, preferably at the Steamboat Ski Area
3

Guest Service Supervisor Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of guest service supervisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for guest service supervisor
  • Must satisfy all training and requirements for position in conjunction with job duties
  • Participates in Navy Lodge recruitment efforts by submitting personnel requisitions via Taleo
  • Creates and submit purchase requisitions for Navy Lodge facility supplies and guest amenities in accordance with established standard operating procedures
  • Required to work all shifts including holidays as scheduled
  • Assists Navy Lodge General Manager with end of month reporting
  • May be required to assist with set-up and breakdowns of chairs and tables used during special functions and clean immediate and surrounding areas upon conclusion of the event
  • Monitors equipment and usage to ensure optimum performance
  • Supervise and assist with the development of the Guest Service Agents in the “one stop shop” which is responsible for handling and communication of all guest needs including making reservations, answering incoming calls through hotel switchboard, answering calls from internal guests, seeing guest requests/complaints through to fruition and dispatching and following up on guest service calls
  • Any special requests, Change of duty schedule, schedule day off, change of annual leave, from you or any of your subordinates must be brought to the attention of the Restaurant Manager
  • In case of sickness or any other reason preventing you from coming to work, you must inform the Restaurant Manager at the earliest convenience
Qualifications for guest service supervisor
  • Local knowledge and familiarity with Steamboat ski area, history, and surroundings required
  • Handle difficult situations and difficult people
  • Excellent communication and customer service skills with strong motivational, organizational, and supervisory skills
  • High degree of professionalism and ability work in a team environment
  • Microsoft Windows proficiency a plus
  • Willingness to become certified in Medic First Aid
4

Guest Service Supervisor Job Description

Job Description Example
Our growing company is looking to fill the role of guest service supervisor. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for guest service supervisor
  • For any repairs and maintenance matters, you will inform the Restaurant Manager
  • You will inform the Restaurant Manager immediately of any discontentment or problems arising from any or your subordinates
  • From time to time, you will be asked by the Restaurant Manager to perform other duties and assignments and possibly assist on his behalf in other departments or outlets
  • Position will supervise front desk staff, in conjunction with the Guest Service Manager
  • Maintain strict confidentiality relative to financial information, operating systems, company policies and procedures, marketing plans, and employee and guest information
  • Responsible for the supervision and performance of the cage and employees during the shift
  • Assist and advise other departments and company team members, as necessary, to assure the success of the cage and the company overall
  • Ensure all company standard operating procedures, gaming regulations, federal regulations (Title 31 compliance) are being followed
  • Administer disciplinary action as necessary
  • Extend personal service and attention to all guests
Qualifications for guest service supervisor
  • One year in a property preferred
  • College degree or equivalent, preferably in a hospitality management program
  • 2 years of previous PBX/reservations experience preferred
  • Candidates with at least one year or prior experience within the hospitality industry are preferred
  • Candidates must be available on evenings, weekends, and holidays
  • Candidates must be available to work mornings, evenings, overnights and holidays/weekends
5

Guest Service Supervisor Job Description

Job Description Example
Our company is growing rapidly and is hiring for a guest service supervisor. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for guest service supervisor
  • Maintain an up to date knowledge of the hotel and local services, supply information and respond to guest queries and promote inter-hotel sales and in-house facilities
  • Maintain and update guest history profiles through the Opera guest profile system
  • Review and prepare next day’s arrival reports for VIPs and those accorded special status, ensuring that these are highlighted to the management and necessary related functions are activated
  • Block rooms ensuring allocation, according to guest expectations, utilizing guest history and communicates with all related departments to create awareness of any special requirements
  • Give courtesy calls and complete the daily call log as per established guidelines
  • Supervisor GSC Specialists throughout their shift to include managing breaks, coaching, training and cashiering support as needed
  • Properly verify all checks being cashed through the cage by using all established internal standards up to and including check cashing systems
  • Responsible for completing personnel paperwork at the direction of and in conjunction with the GSC Manager
  • Responsible for communicating shift activities to the GSC Manager
  • Ensure all daily financial paperwork is brought to audit
Qualifications for guest service supervisor
  • At least one-year Front Desk Experience as guest services agent, or two years’ experience in the Hospitality field
  • Male/Female between 21 and 30 years of age
  • Has a pleasing personality
  • Experience with complaint handling
  • Experienced in an International Hotel with a similar capacity
  • Graduate of Hospitality Management, International Hospitality Management or any related course

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