Guest Service Supervisor

Key Responsibilities 

Front Office & Guest Experience

• Oversee the daily operation of the Front Office and ensure consistent, professional guest service.
• Supervise and support Front Office/Desk Attendants during assigned shifts.
• Lead by example by being visible, welcoming, and proactive with guests.
• Greet guests, assist with check-in/check-out, and respond to questions, requests, and concerns.
• Provide recommendations for restaurants, activities, transportation, and local attractions.
• Monitor the lobby, front desk, and public areas to ensure they are clean, organized, and welcoming.
• Resolve guest concerns professionally and follow up to ensure satisfactory resolution.
• Monitor guest feedback and online reviews and identify opportunities for improvement.
• Communicate guest needs and operational issues to the appropriate department.

Reservations & Groups

• Assist with managing individual reservations and modifications.
• Assist with group reservations, room blocks, arrivals, departures, and special requests.
• Review upcoming arrivals and departures for accuracy and special accommodations.
• Help coordinate VIPs, repeat guests, special occasions, and other guest preferences.
• Communicate effectively with guests and group contacts before and during their stay.
• Ensure reservation notes and guest information are accurate and up to date.
• Assist with room assignments and pre-arrival planning.

Team Supervision

• Provide direction, coaching, and support to Front Office staff.
• Help ensure Desk Attendants are actively engaged with guests and property responsibilities throughout their shifts.
• Assist with training new Front Office employees.
• Monitor adherence to Front Office procedures and service standards.
• Help address performance or service issues and communicate concerns to management.
• Lead shift communication and ensure important information is passed between shifts.
• Assist with scheduling and coverage as needed.

Daily Responsibilities

• Review arrivals, departures, VIPs, groups, and special requests.
• Review reservations and room assignments for accuracy.
• Conduct Front Office and property walkthroughs.
• Check lobby, entrance, guest areas, and other public spaces for cleanliness and presentation.
• Review the Front Office Daily To-Do List and ensure tasks are completed.
• Monitor guest requests, maintenance issues, and housekeeping needs.
• Follow up on unresolved guest concerns.
• Review and communicate important shift notes.
• Assist with check-ins, check-outs, reservations, and guest needs.
• Ensure the Front Desk is properly stocked and organized.
• Verify that Front Office procedures are being followed.

Weekly Responsibilities

• Review upcoming group arrivals and room blocks.
• Review upcoming VIPs, special occasions, and repeat guests.
• Review reservations for the upcoming week and identify potential issues.
• Assist with Front Office scheduling and coverage.
• Review guest feedback and identify recurring concerns or opportunities.
• Conduct a more detailed Front Office/property standards check.
• Review supplies and communicate ordering needs.
• Meet with management as needed regarding Front Office operations, staffing, and guest experience.
• Assist with reviewing departmental checklists and procedures.

Monthly Responsibilities

• Assist management with reviewing Front Office performance and guest feedback.
• Review recurring reservation or operational issues and recommend improvements.
• Assist with monthly inventory of Front Office supplies and amenities.
• Assist with basic departmental budget tracking and expense review.
• Review scheduling needs and upcoming staffing requirements.
• Assist with updating Front Office procedures and training materials.
• Participate in monthly operational meetings.
• Review group and reservation processes to identify opportunities for greater efficiency.
• Assist with ensuring Front Office records, checklists, and administrative tasks are current.

Administrative & Back Office Support

• Assist with basic Front Office reporting and administrative tasks.
• Provide light support with departmental budgets, invoices, and expense tracking.
• Assist with payroll/timekeeping and scheduling as needed.
• Maintain accurate guest and reservation records.
• Assist with purchasing and inventory for Front Office supplies.
• Support management with projects and operational nee