Rooms Guest Service - Guest Services Supervisor

The Guest Services Supervisor is a leadership role designed to elevate the guest experience by combining proactive service, operational oversight, and loyalty-focused engagement. This position serves as a key on‑property leader, supporting front desk and guest services operations while acting as a point of contact for elevated guest needs, including loyalty members and VIPs. In the absence of senior leadership, the Guest Services Supervisorassists inmaintaining service standards, operational continuity, and guest satisfaction. 

No job description can encompass every duty that may be requested by guests or required by the hotel. Theobjective of this position is to personally deliver exceptional service or ensure requests are promptly referred to theappropriate department. 

PrimaryResponsibilities:  

Guest Experience &Engagement 

• Maintain a strong lobby presence during peak arrival and departure periods by consistentlywalking the lobby, greeting guests, welcoming arrivals, and engaging with departing guests to ensure a warm and professional first and last impression of the hotel. 

• Deliver personalized guest experiences by proactively contacting guestsbefore arrival toassist with special requests, preferences, and celebrations. 

• Serve as a primaryon-property point of contact for VIPs and loyalty guests, ensuring recognition and seamless service throughout their stay. 

• Review arrival reports, guest history, and special requests to prepare for incoming guests. 

• Coordinate room assignments to meet guest expectations and operational needs. 

• Create memorable “WOW” moments through thoughtful service recovery and personalized touches. 

• Conduct guestroom inspectionsbefore VIP or special arrivals when applicable. 

Front Office & Guest Services Operations 

• Supervise daily Front Desk and Guest Services operations to ensuretimely, courteous, and professional service. 

• Ensure all arriving anddeparting guests are treated with maximum courtesy and efficiency. 

• Assist Front Desk,Reservations, and Guest Services teams during peak business periods. 

• Maintainstrong communication with Housekeeping, Engineering, Reservations, and other departments to ensure service alignment. 

• Be alert to potential service issues or operational concerns and makeon-the-spot corrections when possible. 

• Participate in resolving guest complaints and service recovery efforts. 

Leadership & Training 

• Supervise, coach, and support Front Office and Guest Services associates. 

• Assist with training new associates and reinforcing brand, service, and loyalty standards. 

• Promote loyalty program awareness among guests and associates. 

• Support ongoing service initiatives and departmental goals. 

Operational &Manager‑on‑Duty Support 

• Act as Manager on Duty when assigned, supporting hotel operations in the absence of department leadership. 

• Follow and execute shift checklists and operational procedures. 

• Assist with special projects orduties as assigned by Front Office leadership.