Guest Services Supervisor Delta by Marriott Baltimore North Baltimore, MD Job Details Full-time $22 - $23 an hour 15 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Employee discount Qualifications Managing teams in a customer support role Phone communication Night audit Managing hospitality teams Problem-solving Hotel emergency procedures Property management systems (PMS) Receptionist experience within hospitality industry Hospitality online booking platforms Hotel and accommodations guest complaints handling OPERA Hotel safety procedures Client interaction via phone calls Full Job Description Before applying , read shift requirements: Position is a combination of day shifts 8am-4pm and Evening Shifts 4pm-12am; weekends and holidays will be required. Prior Hotel Front Desk experience is required. Job Summary We are seeking a dynamic and energetic Guest Services Supervisor to lead our front desk team and elevate the guest experience. In this vital role, you will oversee daily operations at the front desk, ensuring seamless check-in and check-out processes, delivering exceptional customer service, and managing guest relations with professionalism and enthusiasm. Your leadership will inspire a welcoming atmosphere where guests feel valued and cared for from arrival to departure. This position offers an exciting opportunity to showcase your hospitality management skills while fostering a positive environment for both guests and team members. Responsibilities Supervise front desk operations, including guest check-in, check-out, and reservation management using property management systems (PMS) such as OPERA or similar platforms. Lead and motivate the guest services team to deliver outstanding customer service, ensuring all guest needs are promptly addressed with a friendly and professional approach. Making sure all Marriott branded requirements for Hotel Guest are met. Handle guest inquiries, complaints, and special requests with effective problem-solving skills, maintaining a positive attitude at all times. Oversee the night audit process to ensure accurate financial reconciliation and reporting, adhering to hotel procedures. Coordinate with housekeeping, maintenance, and other departments to ensure smooth daily operations and guest satisfaction. Train staff on hospitality standards, phone etiquette, emergency procedures, and hotel policies to uphold high service quality. Utilize multilingual skills to assist diverse guests, enhancing communication and overall experience for international visitors. Requirements Proven experience in hospitality management or hotel front desk operations, including familiarity with property management systems such as OPERA or equivalent. Strong customer service background with excellent communication skills, both in person and via phone communication. Knowledge of hotel emergency procedures, night audit processes, and guest relations best practices. Demonstrated leadership skills with the ability to supervise a team effectively in a fast-paced environment. Experience working in resort or hotel environments preferred; hospitality reservation systems expertise is a plus. Exceptional phone etiquette and customer service problem-solving capabilities to handle complex client interactions professionally. Join us as a Guest Services Supervisor to create memorable experiences for our guests while leading a passionate team dedicated to excellence in hospitality!

Pay:

$22.00 - $23.00 per hour

Benefits:

401(k) Dental insurance Employee discount Health insurance Paid time off Vision insurance

Work Location:

In person