Guest Services Supervisor

2 weeks ago

New Orleans, Louisiana, United States International House Hotel Full time
Job Overview

Position: Front Desk Supervisor

Reporting To: Guest Service Manager, Director of Rooms, or as designated by General Manager

Classification: Non-Exempt


Role Summary:
The Front Desk Supervisor plays a crucial role in managing the front office operations, ensuring optimal room occupancy, maximizing revenue, and enhancing guest satisfaction. This position assists the Guest Services Manager in maintaining high standards of service and operational accuracy.


Key Responsibilities:
  • Proactively identify and respond to guest needs, ensuring a warm welcome and efficient check-in and check-out processes.
  • Understand and perform the roles of hourly Front Office staff as needed.
  • Address and resolve guest complaints effectively to ensure satisfaction.
  • Become proficient in operating front office systems and managing daily transactions.
  • Collaborate with Housekeeping and Engineering to address guest room requests and maintenance issues.
  • Support the Guest Service Manager with special requests and group arrangements.
  • Develop and implement programs aimed at enhancing guest service.
  • Guide occupancy strategies to optimize hotel revenue.
  • Maintain cash handling standards, including accurate processing of payments.
  • Foster a cooperative and friendly environment among team members.
  • Promote a culture of exceptional guest service in all interactions.
  • Ensure guest feedback is addressed and satisfaction is achieved.
  • Lead by example to cultivate a positive workplace atmosphere focused on integrity and collaboration.
  • Adhere to safety and security protocols as per property guidelines.
  • Perform additional tasks as assigned by management.

Essential Skills and Qualifications:
  • Strong work ethic and self-motivation.
  • Demonstrated customer service and problem-solving skills.
  • Reliable attendance and flexibility to work varied schedules, including weekends and holidays.
  • Ability to focus on tasks and meet deadlines amidst interruptions.
  • Proficient in Microsoft Office Suite and related software.
  • Familiarity with hotel operating systems is preferred.
  • Competence in using computers, tablets, and mobile devices.
  • Ability to manage multiple priorities and work calmly under pressure.
  • Maintain confidentiality and positive relationships with staff and guests.
  • Communicate effectively in challenging situations.
  • Participate in team meetings and contribute to departmental goals.

Physical Requirements:
  • Ability to sit, stand, and walk for extended periods.
  • Capability to bend, stoop, and lift up to fifty (50) pounds safely.
  • Good communication skills, both verbal and written.
  • Ability to manage multiple tasks and meet tight deadlines.
  • Knowledge of first aid and emergency procedures.

Minimum Qualifications:
  • High school diploma; hospitality or related degree preferred.
  • Four years of customer service experience, with at least one year in a supervisory role.
  • Hospitality experience is highly desirable.
  • Excellent communication skills.
  • Additional language skills are a plus.

This job description outlines the primary functions of the role but is not exhaustive. Additional duties may be assigned as necessary.


International House Hotel is an equal opportunity employer, committed to fostering a diverse and inclusive workplace. We celebrate individuality and strive to create an environment where all employees feel valued and respected.

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