Supervisor - Guest Relations

Job Summary:

Our company is looking for a skilled and experienced Supervisor to assist in managing the daily operations of our Guest Relations department, which includes the Front Desk, Call Center, and Concierge services. The successful candidate will play an integral role in supporting our high standards of guest service and team culture.

Responsibilities:

Provide hands-on support at all desks as necessary, including assisting with guest check-ins/outs, resolving guest issues and complaints, handling reservations, and conducting department audits. Assist in training and coaching team members to ensure consistent, high-quality service delivery. Act as a liaison between guests and management to ensure prompt attention and resolution of concerns or complaints. Monitor department metrics and provide regular reporting to management. Foster a positive team environment by promoting open communication and addressing employee concerns. Collaborate with other departments to ensure a seamless guest experience. Maintain a flexible schedule, including working overnights as necessary. Perform any other duties as assigned.

Qualifications:

At least 1 year of experience in a supervisory or managerial position in the hospitality industry, preferably in Front Office operations. Excellent communication and interpersonal skills, with the ability to interact effectively with guests, employees, and management. Strong organizational skills, with the ability to manage multiple priorities and tasks simultaneously. Demonstrated ability to lead and motivate a team to meet department goals. Ability to remain calm and composed under pressure. Passion for delivering exceptional guest service.