As Guest Service Supervisor, you will be responsible for supervising the guest service team, ensuring that quality standards are met and that optimum service is provided. This position is that of a working manager, where time is split between team member training and supervision, as well as filling in for regular front desk shifts, as needed. If you are service-oriented and have a talent for leading and motivating a team, this may be just the job for you! RESPONSIBILITIES • Assigns duties to front office staff and observes performance to ensure adherence to hotel policies and established operating procedures. Answers questions as they arise. • Assists with guest service team member training, including safety training. • Maintains accurate records including cash flow sheets, registration cards, direct bills, credit cards, and all other sensitive documents. • Completes daily managers’ report which sums up the day – how many arrivals, departures, guest issues, guest satisfaction scores, standard of the week, etc. • Takes on projects as assigned by the Front Office Manager and completes them by due date. • Receives, assists and helps resolve guest complaints and team member issues. • Provides input to the Front Office Manager on staff meeting topics; assists with leading the meetings. • Assists with human resources functions of guest service department by engaging and motivating team members and focusing on team member development and retention. • Observes guest service team members and provides mentoring, coaching and regular feedback to help manage conflict, improve team member performance and recognize exceptional performance. • Assists with onboarding, culture training and ongoing development of each department team member, with a focus on team member satisfaction, productivity, and guest satisfaction. • Performs functions of the Front Office Manager in their absence. QUALIFICATIONS • Previous guest service experience required. • Previous supervisory experience preferred. • Strong customer service skills and the ability to manage difficult guest and team member situations. • Strong ability to develop, monitor, and train all revenue opportunities. • Strong ability to manage, train and motivate a diverse team. • Above average ability to initiate and facilitate renovations and repairs. • Strong oral and written communication skills. Knowledge of Opera, Microsoft Office, Word and Excel a plus. • Strong critical thinking ability; ability to make decisions with only general policies and procedures available for guidance. BENEFITS • PTO with immediate accrual • Access 50% of your wages prior to payday • Discount program for car rentals, travel, entertainment, etc. • Hotel Discounts Worldwide • Health Insurance • Dental Insurance • Vision Insurance • Basic Life/AD&D and Supplemental Life Insurance • Voluntary Options – Critical Illness/Accident/Hospital Indemnity/Short Term Disability/Legal • Employer Sponsored Long-Term Disability Coverage • 401(k) with immediate match • Double Time for Holidays Worked • Health Savings Account • Employee Assistance Program (EAP) • Dependent Care FSA