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Now viewing: Guest Service Supervisor
TC
The Cove at Rockport
Guest Service Supervisor
Job Description
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 gue.
Benefits
- Dental Insurance