Guest Service Supervisor

Roles and responsibilities

Guest Service Oversight

• Supervise Staff: Manage a team of guest service agents, front desk staff, concierge, and other customer-facing personnel. Provide guidance, leadership, and support to ensure the team delivers excellent service.
• Guest Interaction: Interact with guests to ensure their needs are met, resolve any complaints, and offer assistance with inquiries or requests. Maintain a friendly and professional demeanor at all times.
• Check-In and Check-Out: Oversee the check-in and check-out processes to ensure smooth and efficient guest arrivals and departures. Ensure that all guest information is accurately recorded in the system.
• Guest Requests and Special Needs: Handle special requests from guests, such as room preferences, additional amenities, or other personalized services, ensuring their expectations are exceeded.
• Complaints Management: Address and resolve guest complaints and concerns in a timely and professional manner, ensuring guest satisfaction and positive feedback.

Operational Management

• Maintain Quality Standards: Ensure that the guest services department operates in line with company standards, policies, and procedures. Monitor service quality and implement improvements as needed.
• Staff Scheduling and Training: Create staff schedules to ensure adequate coverage during peak hours, and train new hires or existing team members on customer service best practices and hotel procedures.
• Monitor Guest Satisfaction: Regularly assess guest satisfaction through feedback surveys, direct interactions, or online reviews. Take action to resolve any issues that negatively impact the guest experience.
• Ensure Smooth Operations: Oversee the daily operations of the front desk, ensuring that all systems are functioning properly, and that guest-facing processes (e.g., check-in, check-out, reservations) run smoothly.

Team Development

• Training and Coaching: Provide ongoing training and development opportunities for guest service staff. Coach team members on effective communication, problem-solving, and upselling techniques.
• Performance Management: Monitor team performance, conduct performance reviews, and provide feedback and recognition. Address any performance issues with guidance or corrective action.
• Team Meetings: Hold regular team meetings to discuss goals, address challenges, and share updates on policies, procedures, and best practices.

Communication and Coordination

• Collaboration with Other Departments: Work closely with housekeeping, maintenance, food and beverage, and other departments to ensure that guest needs are met and that any issues are promptly addressed.
• Shift Handover: Ensure smooth communication during shift changes, passing along any relevant information about guest needs, requests, or issues to the next team.
• Internal Reporting: Maintain accurate records of guest interactions, issues, and resolutions. Provide management with regular updates on guest satisfaction and department performance.

Desired candidate profile

Customer Service Excellence

• Communication Skills: Strong verbal and written communication skills are essential to interact with guests, team members, and other departments effectively.
• Problem-Solving: Ability to quickly and efficiently address guest complaints, issues, or special requests, ensuring a positive outcome.
• Empathy and Patience: A friendly, understanding, and patient approach when interacting with guests, especially in challenging situations.
• Guest-Centric Mindset: Always prioritizing guest satisfaction by going above and beyond to meet their needs and enhance their experience.

Leadership and Team Management

• Leadership Skills: Ability to motivate and lead a team, provide clear direction, and maintain a positive and productive work environment.
• Conflict Resolution: Handle conflicts and resolve any interpersonal issues within the team or with guests effectively and professionally.
• Delegation: Assign tasks appropriately to team members based on their strengths and ensure all responsibilities are covered during shifts.

Attention to Detail

• Accuracy: Ensure that all guest information, reservations, billing, and special requests are accurately documented and processed.
• Quality Control: Maintain high standards of cleanliness, service, and presentation in the guest service area.