Find Jobs
Find Jobs Near You – Available Work in Your Location
Skip to job details
TC
The Cove at Rockport
Guest Service Supervisor
Career Insights for Hotel Manager
See where this job fits in the broader career landscape. Knowing your career path helps you see what's possible from here.
Scorecard
Based on Massachusetts data
Review key factors to help you decide if this role fits your goals. How is this calculated?
What they do
A Hotel Manager manages a hotel, ensures the comfort of guests and manages business practices for the establishment. Handles guest services or supervises front office, cleaning and maintenance staff. May set room rates. Tracks expenses and inspects facilities for cleanliness and quality.
$72,465 / year median in Massachusetts
+11% projected growth
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