Guest Service Supervisor Resume Samples

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M Borer
Mallie
Borer
1025 Altenwerth Springs
Detroit
MI
+1 (555) 621 8597
1025 Altenwerth Springs
Detroit
MI
Phone
p +1 (555) 621 8597
Experience Experience
Phoenix, AZ
Guest Service Supervisor
Phoenix, AZ
Macejkovic Group
Phoenix, AZ
Guest Service Supervisor
  • Commitment to delivering a high level of customer service
  • Excellent grooming standards
  • Responsible for taking reservations, making suggestions, and suggestive selling of services and retail items
  • Excellent knowledge of the Dutch and English language in both writing and spoken
  • Facilitates proper communication and organization in the venue
  • Proficiency in another language than Dutch and English
  • Fluent in Dutch and English verbal and writing
Los Angeles, CA
Guest Service Supervisor
Los Angeles, CA
Mertz-Gusikowski
Los Angeles, CA
Guest Service Supervisor
  • Duty manager shifts
  • Support the guest services manager in managing the overall operations
  • Physically perform and supervise event setups and daily operational tasks
  • Other responsibilities and duties as assigned by the Operations Manager
  • Familiar with Property Management Systems
  • Flexibility to respond to a variety of work situations
  • Be fully conversant with reconciling, correcting and adjusting hotel revenue
present
Philadelphia, PA
Franchised Guest Service Supervisor
Philadelphia, PA
Terry, Casper and Gottlieb
present
Philadelphia, PA
Franchised Guest Service Supervisor
present
  • Ensure individual performance management and development of the respective Team Members
  • Work with Guest Services Manager to train and monitor front office staff
  • Ensures that all Special Events are executed properly, to the clients satisfaction
  • Developing a rapport with guests to build trust and brand loyalty
  • Willingness to develop team members and yourself
  • Monitors Guest Service Scores daily and takes action to improve guest satisfaction through training, coaching and problem resolution
  • Provides overall leadership and support for part-time guest services staff
Education Education
Bachelor’s Degree
Bachelor’s Degree
Loyola University Chicago
Bachelor’s Degree
Skills Skills
  • Excellent organizational skills, detail-oriented with ability to handle multiple assignments
  • Excellent knowledge of the Dutch and English language in both writing and spoken
  • Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare complex mathematical calculations without error
  • Complete knowledge of information pertaining to available services and facilities of the Hotel and outside entertainment attractions
  • Calm, efficient, and organized with great attention to detail
  • Demonstrates the desire and ability to provide high quality service to both internal and external customers
  • Considerable knowledge of the Guest Services department policies and procedures
  • Ability to deal professionally, courteously and tactfully with the public and coworkers
  • Working knowledge of facility and venue operations, changeovers and setups
  • Ability to read, write and communicate effectively with others
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5 Guest Service Supervisor resume templates

1

Guest Service Supervisor Resume Examples & Samples

  • Conduct pre-shift meeting with crew prior to start of each shift
  • Prioritize and delegate responsibilities to the Guest Services Team
  • Change marquee at the start and/or end of each shift
  • Maintain open lines of communication with fellow supervisors and venue management
  • Set and maintain venue needs as specified by venue management and event Day of Show sheets
  • Knowledge of local vendors and contractors for emergency repairs during shift as needed
  • Must be available for evening and/or overnight shifts, including weekends
  • Critical thinking and decision making skills
  • Able to work independently
  • Ability to manage tasks and be very hands on
  • Provides overall leadership and support for part-time guest services staff
  • Maintains positive talent relations by developing a solid understanding of the music industry, to ensure that artists and industry representatives have positive experiences in the venue
  • Ensures that all Special Events are executed properly, to the clients satisfaction
  • Creates very positive guest relations/experiences in a manner that portrays and energetic, sympathetic image of the venue
  • Minimum 2 years’ experience as Guest Services Supervisor or higher in a hospitality related business
  • Must have background in venue guest services
  • Live music venue or event experience a plus
2

Guest Service Supervisor Resume Examples & Samples

  • Lead part-time staff in day of event Guest Services and Security duties
  • Physically perform and supervise event setups and daily operational tasks
  • Coordinate and communicate all relevant information for event setups and changeovers
  • Participate in day-to-day operations of the complex
  • Assist Operations management staff as needed
  • Other responsibilities and duties as assigned by the Operations Manager
  • Working knowledge of facility and venue operations, changeovers and setups
  • Must be able to work nights, weekends and holidays as event schedule requires
  • Ability to meet deadlines and functions under stress
  • Excellent organizational skills, detail-oriented with ability to handle multiple assignments
  • Ability to use computer and learn various software programs
  • 2 years working experience in venue operations, bar/ restaurant, conventions, concerts, trade shows, or sporting events preferred
3

Guest Service Supervisor Resume Examples & Samples

  • To attend all staff meetings
  • Attend all safety meetings
  • Provide constructive feedback to staff to promote a positive working environment
  • Attend in the absence of the Assistant Spa Manager all department head meetings and provide reports on budgets, business development, training, manning, promotional activity and inter-departmental issues
  • Assure that yield management and operational techniques are applied to scheduling and booking appointments
  • Maintain a daily / monthly tasks list and activity log
  • Ensure the departmental sales budgets and forecasts are communicated to relevant personnel in the team and that business is in line with expected fiscal performance
  • Present and review performance numbers to Assistant Spa Manager and Director of Spa & Recreation on a daily/weekly basis
  • Review analysis of data pertaining to financial business performance on a weekly basis with Spa Manager
  • With the support of the Assistant Spa Manager ensure the operation is working within established payroll budgets and revenue forecasts
  • Establish and maintain retail targets as a percentage of revenues in conjuction with the Assistant Spa Manager to ensure maximum returns
  • Assist the Assistant Spa Manager with incentives and commissions each month in preparation for payroll
  • Conduct training and maintain training records for all of the staff in accordance to the Annual Department Training Plan
  • Ensure that the standards of all services and operations performed are as set in the So Spa standard operating procedures manual
  • Ensure continuous education is undertaken, recorded and monitored for all employees under you supervision
  • Maintain line-employee development programs that encourage internal promotions and professional development
  • Attend training sessions when required to regularly deliver updated operations knowledge to the team
  • In conjunction with the Assistant Spa Manager implement effective follow up measures to ensure efficiency and optimal staff performance
  • Attend departmental meetings; in absence of the Spa Manager conduct these meetings
  • Provide regularly scheduled performance appraisals for employees under your supervision
  • Update all front of house staff with additions to changes to safety protocols and procedures
  • Proactively schedule, supervise and conduct employee new-hire and on-going training programs for positions under your supervision
  • Attend all product and treatment education classes
  • Provide staff mentoring when required
  • Maintain positive guest relations at all times, including in-house, external, residents and telephone enquiries
  • Accommodate VIP guest preferences and special requests
  • Practice professionalism in every situation with management, guests and employees, treating each person with respect and integrity
4

Guest Service Supervisor Resume Examples & Samples

  • Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data
  • Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction
  • Assist management to recruit, hire, train and successfully support and manage the talent of all new and existing team members
  • Previous hospitality experience in a Four Diamond quality organization preferred
  • Previous experience with Windows, Office, and property management systems highly desirable
5

Guest Service Supervisor Resume Examples & Samples

  • We do not sell no and treat every request in a positive and efficient manner
  • Supervise accurate and efficient Reception operations including check in/out procedures
  • Maintain a good relationship and communication style with colleagues
  • Ensure a consistent, high level of customer service
  • Brief your team on any events or VIP guests in the hotel that day
  • Understand and apply correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
  • Apply
  • Demonstrate positive leadership characteristics to inspire Team Members to meet and exceed standards
  • Carry out shift handovers and brief team members as required
  • Follow Hilton’s brand standards
  • Previous experience in 4-5 star hotel environment and in the Front Office
  • Flexibility and adaptability to work every shift (morning, evening, night)
  • Previous supervisory experience in same role
  • Positive attitude and strong communication skills
  • Fluent in Dutch and English verbal and writing
6

Guest Service Supervisor Resume Examples & Samples

  • Assist with the overseeing of the entire Front of House operation to maintain high standards
  • Assist the Guest Service Assistant with contacting guests through True Waldorf Service pre-arrival email process and pre-arrival phone calls
  • Ensure regular and important Guests are recognised and that the Reception department operates with a sales attitude and promotes the hotel brand’s loyalty scheme
  • Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
  • Set Front of House departmental targets and objectives, work schedules, policies, and procedures
  • Monitor the appearance, standards, and performance of the Front of House Team Members with an emphasis on training and teamwork
  • Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand polices and practices
  • Monitor staffing levels to meet/ cover business demands
  • Manage staff performance issues in compliance with company policies and procedures
  • Assist in the recruiting, managing, training and developing the Front of House Team
  • Act in accordance with policies and procedures when working with Front of House equipment and property management systems
  • Performs day and night shift according to schedule
  • Assist with other departments, as necessary
  • At least 2 years previous supervisory experience in Front of House department within the luxury hotel/leisure sector
  • Flexibility to respond to a variety of work situations
  • Excellent knowledge of the Dutch and English language in both writing and spoken
  • Candidate must be in the possession of a valid residence and working permit for the Netherlands
  • Proficiency in another language than Dutch and English
  • Drivers license
7

Guest Service Supervisor Resume Examples & Samples

  • Behaves and acts in an exemplary fashion, embodying the brand mindset
  • Helps the Front Office Manager and his/her Assistant (depending on the hotel) organise and manage the team, perform administrative tasks and coordinate with the other departments
  • Helps employees improve their skills and provides support for career development
  • Supervises the work of the receptionists under his/her responsibility, ensuring synergy and complementarity with Customer Relations Managers
  • Through his/her actions and presence at the reception, transmits the Front Office Manager's (or Assistant's, depending on the hotel) instructions and priorities
  • Ensures that guests have a smooth running stay
  • Organises the welcome and care provided by the team under his/her responsibility
  • Welcomer, Quality & Attitude Manager, Event Manager - some of the new Pullman professions
8

Franchised Guest Service Supervisor Resume Examples & Samples

  • Take very opportunity to amaze the guests
  • Greet and welcome guests upon arrival. Promote Marriott Rewards program and provide recognition and benefits to all present members
  • Accept payment for guests accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests
  • Supervise the Guest Service desk agents, ensuring the correct sequence of events for proper registration and checkout of guests. Assign specific tasks to front desk agents relative to credit, missing addresses, registration bucket maintenance, registration cards, posting charges, and overall cleanliness and organization of the front desk
  • Provide ongoing training and support to Guest Service agents
  • Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested
  • Maintain all front desk related equipment and a par stock of supplies
  • Follow all applicable Marriott International Standard Operating Procedure
  • Must be able to read and write to facilitate the communication process
  • Must possess basic computer skills
  • Extensive knowledge of the hotel, its services and facilities
  • Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, NLRA
9

Guest Service Supervisor Resume Examples & Samples

  • Greet and escort arriving and departing guests to and from their accommodations
  • Retrieve and transport guest luggage
  • Inspect guest rooms and acquaint guests with these rooms and their features
  • Respond to guest inquiries and requests in a timely, friendly and efficient manner
  • Organize and store luggage, as needed, according to guidelines
  • Supervise, monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward
  • Recruit, interview and train team members
  • Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
  • Assist in the maintenance, appearance and functionality of equipment
10

Guest Service Supervisor Resume Examples & Samples

  • Is a great team player responsible for the operations of the central communications center in the hotel
  • Is willing to go the “Extra Mile” in order to exceed guests’ expectation
  • Has supervisory skills to guide and coach junior colleagues
11

Guest Service Supervisor Resume Examples & Samples

  • Achieve positive outcomes from Guest queries in a timely and efficient manner
  • Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
  • Demonstrate a high level of customer service at all times
  • Assist with the department's training and development efforts for Team Members
  • Train and guide the Guest Service Executives
  • Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
  • Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
  • Assist other departments, as necessary
  • Ability to multi-task while maintaining a positive attitude
  • Professional manner with an emphasis on hospitality and guest service
  • Front Office experience in the hotel sector
12

Guest Service Supervisor Resume Examples & Samples

  • Deliver exemplary customer service to maintain guest satisfaction and loyalty, including greeting and assisting guests and responding to inquiries and complaints
  • Assist Guest Services Manager to recruit, interview, select, train, supervise, counsel and discipline department staff for the efficient operation of the department
  • Direct and supervise Guest Services Representatives/Ambassadors and other employees performing similar services as directed
  • High School Diploma or equivalent preferred
  • Previous customer service experience. 1-2 years preferred
  • Strong strategic thinking and creative problem solving skills
  • A strong-sense of teamwork and ability to execute programs
  • Position requires constant walking, climbing stairs, lifting and carrying 50 lbs+
13

Guest Service Supervisor Resume Examples & Samples

  • Guest Service: Accountable for guest satisfaction by leading the front desk team. Anticipates and responds to guests in a friendly and positive manner. Responsible for providing the highest level of service. Process check-ins and check-outs, verify billing, create reservations, and process special requests. Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services. Works as a team player in meeting guests needs, and actively contributes to the efforts of other departments when necessary. Understands and follows B. F. Saul Company Hospitality Group guest service recovery program
  • Financial Results and Cost Control: Follows proper selling techniques and ensures strategies are utilized to maximize room revenues. Monitors room availability, follows restrictions, and all booking policies and procedures. Drives sales and maximizes revenue by up-selling rooms and amenities. B. F. Saul Company Hospitality Group procedures when handling cash and processing financial transactions. Responsible for proper use of all equipment and adheres to cost controls to reduce expenses and waste
  • Self/Workload Management: Produces required volume of work by planning, organizing and prioritizing work duties. Adheres to B. F. Saul Company Hospitality Group general work rules and department procedures. Attends all required department and hotel meetings
  • Safety/Risk Management: Maintains a clean and safe work area in compliance with B. F. Saul Company Hospitality Group, brand, local, state and federal regulations. Follows all B. F. Saul Company Hospitality Group procedures for guest/team member incidents. Knowledgeable of hotel emergency procedures
  • Associate Management and Development: Responsible for directing staff performance; take appropriate corrective action as needed to hold team members accountable. Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing team members. Assist with coaching, and development of all team members. Assist with required training for department team members and ensuring training records are maintained. Analyzes quality issues, identifies training needs and ensures implementation to improve results. Utilizes available resources and adheres to B. F. Saul Company Hospitality Group training policies. Promotes collaboration and positive, professional work environment
14

Guest Service Supervisor Resume Examples & Samples

  • Ensure individual performance management and development of the respective Team Members
  • Supervise and Handle FO operations (check-in/check-out, reservations, calls, cash or CC transactions
  • Supervise and Handle F&B Operations (preparing and serving food and beverages)
  • Set up conference facilities
  • Conduct hotel security checks
  • Oversee the night audit procedure
  • Be fully aware of the correct procedures regarding the acceptance of closing cash shifts and dockets
  • Be fully conversant with all procedures for taking the hotel main computers down for the night run
  • Be fully conversant with reconciling, correcting and adjusting hotel revenue
  • Ensure a full handover between shifts (incl. Guest Service Agent and MOD)
  • Conduct a monthly food & beverage stock take
  • Monitor and comply with HACCP standards
  • Support the guest services manager in managing the overall operations
  • Duty manager shifts
15

Guest Service Supervisor Resume Examples & Samples

  • Developing a rapport with guests to build trust and brand loyalty
  • Be knowledgeable of all So Spa services and pricing
  • Responsible for taking reservations, making suggestions, and suggestive selling of services and retail items
  • Maintain proper etiquette and professionalism at all times
16

Guest Service Supervisor Resume Examples & Samples

  • Responsible for the day to day operation of the Front Desk, including porters and Executive Lounge
  • Be able to perform all the tasks of a receptionist, a porter and the duties in the Executive Lounge
  • Be aware of all policies and procedures regarding Front Office and the involved systems
  • Attend management meetings in absence of the Front Desk Manager
  • Be familiar with the daily activities in the hotel
  • Be knowledgeable about the hotel, its facilities and its surroundings
  • Be hospitable and have a 5* star proactive serviceable attitude at all times
  • Prepare and guide the daily shift handover in order to obtain all the relevant information from the previous shift, including the volume of business, special guests, tasks to be clarified and completed and special events
  • Monitor results from QA & SALT and implement procedures to enhance results
  • Welcome and check in and check out Guests according to the Hilton Brand Service Standards and check team members on doing so
  • Know the emergency equipment, emergency phones, emergency alarms and procedures in the hotel and know what to do in case of emergency
  • Be familiar with the departmental and hotel targets regarding guest satisfaction (SALT), Hhonors loyalty program and Rooms Revenue and use these as a focus for your work on a daily basis. Actively participate in the department up-sell incentive programme in order to reach the departmental up-sell targets
  • Work as Journey Ambassador and take Duty shifts
  • Responsible for cash inventory allocated during shift and control of cash inventory of those team members on your shift
  • Control of reservations and room type availability during shift and upcoming period
  • Decide on reductions and price discounts after consultation with FDM or reservations
  • Scheduling of staff according to volume and nature of business making sure payroll targets, forecast and budget are met without compromising guest service
  • Preparation and processing of group arrivals and departures
  • Supports the Front Desk Manager in carrying out all administrative tasks and takes over tasks as discussed/agreed
  • Independently work with different Front Desk systems
  • Work closely together with Team Members from all different departments to ensure guest expectations are met
  • Coaches and mentors (new) Team Members and carries out 1 to 1 and PDR conversations
  • Relevant education and/or experience
  • Pay attention to details
  • Ability to work on your own and in teams
  • Willingness to develop team members and yourself
  • Fluent in Dutch and English
17

Guest Service Supervisor Resume Examples & Samples

  • Assign and instruct Front Office Switch Board Operators in details of work
  • Management of all spa and restaurant reservations
  • Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel. Assist Guest Service Agents, and Front Office Switch Board Operators and other departments with any questions or requests
  • Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton Standards
  • Perform other duties assigned by the Front Office Manager or Assistant Front Office Manager
  • Respond promptly to guest requests
  • Ensure that a detailed hand over is carried out between shifts including the volume of business, special guests, tasks to be clarified/completed and any special events that are taking place
  • Ensure a high level of product knowledge of the hotel and the local area, and know what is happening in the hotel
  • Ensure all customers’ queries or requests are handled in a polite, efficient manner and a high level of customer service is consistently maintained
  • Receives payment by cash, credit cards, cheques, etc. and is able to post these in the computer correctly
  • Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare complex mathematical calculations without error
  • Ability to see and hear in order to observe and detect signs of emergency situations
18

Guest Service Supervisor Resume Examples & Samples

  • Having a positive attitude towards work, be self-disciplined and self-motivated, set a good working example for all subordinates
  • Responsible for the daily organization of the section
  • Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section
  • Contribute to overall operational efficiency by performing relevant duties as assigned
  • Use your supervision skills effectively to encourage and motivate staff
  • Reports directly to the Senior Assistant Front Office Manager
  • Assist in maintaining a close working relationship with all Departments of the Hotel
19

Guest Service Supervisor Resume Examples & Samples

  • Select, train, supervise, schedule, develop, discipline, and counsel Guest Services associates
  • Confer and cooperate with other department managers to ensure coordination of Hotel activities
  • Ensure that the Hotel and department procedures and policies are adhered to
  • Provide a safe work environment for department personnel and observes activities to prevent future accidents
  • Will act as manager on duty for the Hotel: cash handling, on-site inspections, outlet coverage
  • Show them you CAN, show them you CARE; following all essential principles in the Little Red Book
  • Have passion for service; like taking care of others; and provide that friendly above and beyond service to Your customers
  • Here are some of the legal items we talked about in the introduction. Review, comply with, and promote the company's Affirmative Action Plans for minorities, women, veterans and persons with disabilities
  • The listed items may not be the only duties performed in this position - there will be other duties as assigned
  • Considerable knowledge of the Guest Services department policies and procedures
  • Complete knowledge of information pertaining to available services and facilities of the Hotel and outside entertainment attractions
  • Thorough knowledge of computer systems: i.e. MS Excel, Word, PowerPoint, and electronic scheduling and e-mail systems. Copy, fax and scanning
  • Ability to multi-task, follow through and re-prioritize well to meet deadlines
  • Ability to communicate and develop an effective working relationship with fellow associates, managers, outside representatives, agencies, and Red Lion guests
  • Ability to deal professionally, courteously and tactfully with the public and coworkers
  • Ability to read, write and communicate effectively with others
20

Guest Service Supervisor Resume Examples & Samples

  • Monitors Guest Service Scores daily and takes action to improve guest satisfaction through training, coaching and problem resolution
  • Handles checks and credit cards received from the guests for payment of hotel charges
  • Assists the Guest Service Manager by handling special requests, group blocking and unusual circumstances
  • Solicits customer feedback to improve service
  • Takes responsibility for own actions
  • Must have flexibility to work nights and weekends
  • Must be able to read and write fluent English
  • Push / pull up to 10 pounds