Guest Service Supervisor
On-siteCottondale, Alabama, United States
Job Summary
Supervise Guest Services team members to ensure efficient task completion while greeting guests and answering telephone calls with correct phrasing. Handle guest complaints efficiently, audit in-house folios for balances, and review arriving reservations for corrections. Check in and check out guests using established policies, manage call-outs and no-shows, and cover shifts across all three schedules. Coach team members on daily Quore usage, prepare game day activities, and maintain inventory of service recovery items. Log all complaints and cash inconsistencies immediately, then email a daily shift report to the manager.
Required Qualifications
- High school diploma or equivalent
- Associate or Bachelor's degree in Hospitality Management
- 2–4 years of experience in front desk or guest services roles
- 1+ years of supervisory or team leadership experience in a hospitality setting
- Strong communication and interpersonal skills
- Proficiency with hotel property management systems (PMS) such as Opera, OnQ, or Cloudbeds
- Ability to handle guest complaints and resolve issues diplomatically
- Organizational and multitasking skills, especially during high occupancy
- Basic financial and reporting skills (e.g., shift audits, cash handling)
- Proven ability to train, coach, and motivate team members
- Experience in delegating tasks and managing shift operations
- Ability to foster a positive and professional work environment
- Willingness to work evenings, weekends, and holidays
- Ability to stand for extended periods and perform light physical tasks
- Minimum Weight Employees must be able to lift: 50 lbs
- Speak English
- Read English
- Write English
- Computer Literate
- Copier
Desired Qualifications
- Associate or Bachelor's degree in Hospitality Management is a plus
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