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Guest Services Operations Supervisor

2 months ago

Fairfield, Ohio, United States Hotel Resource Full time

Position Overview

The Guest Services Operations Supervisor plays a vital role in ensuring exceptional experiences for families by actively engaging in the daily operations of the front desk and lodge. This leadership position is essential for fulfilling business objectives, supporting the guest services team, and enhancing interactions with guests and team members to improve overall satisfaction and profitability.

Key Responsibilities

  • Oversee daily front office activities to guarantee adherence to safety and service standards while completing all assigned tasks.
  • Ensure the effectiveness of check-in procedures and operational workflows.
  • Provide regular coaching, motivation, and recognition to team members.
  • Understand and advocate for company policies and collaborate with department leadership on performance management.
  • Address guest inquiries and concerns, escalating feedback to management as necessary.
  • Facilitate the completion and communication of guest requests to the appropriate departments.
  • Participate in staff scheduling, labor management, and forecasting activities.
  • Conduct daily meetings with the guest services team to prioritize tasks and gather feedback.
  • Monitor team performance, offering real-time feedback and guidance.
  • Maintain cleanliness and organization of front desk and support areas, ensuring compliance with safety standards.
  • Assist in the recruitment and selection of guest service personnel.
  • Collaborate with department leaders to develop and implement strategies for enhancing guest service and team engagement.
  • Engage in performance management activities, including employee evaluations and conflict resolution.
  • Ensure operational quality by maintaining service excellence and adequate inventory levels.
  • Support the development and implementation of safety programs in compliance with regulations.
  • May assist in supervising additional roles as required.

Qualifications

  • High School diploma or equivalent.
  • At least 1 year of experience in Rooms Division or Front Desk operations.
  • Proficient in Microsoft Office and general software applications, with strong skills in Excel, Word, and Outlook.
  • Demonstrated abilities in customer service, conflict resolution, and team building.
  • Fluent in both written and spoken English.
  • Willingness to work a flexible schedule, including evenings, weekends, and holidays.

Preferred Qualifications

  • Associate's degree or higher in hospitality or a related field.
  • Experience with property management systems.
  • Prior experience in a large family-oriented resort or hotel setting.

Physical Requirements

  • Ability to lift up to 30 lbs.
  • Capacity to stand or sit for extended periods.
  • Ability to bend, stretch, and twist as needed.

This position is an equal opportunity employer and welcomes applicants from diverse backgrounds.