Guest Services Operations Supervisor

1 week ago

Fairfield, Ohio, United States Hotel Resource Full time

Position Overview

The Guest Services Operations Supervisor plays a vital role in enhancing the experience of families by actively participating 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 engaging with guests and team members to improve their experience and drive profitability.

Key Responsibilities

  • Oversee daily front office functions to ensure adherence to lodge safety and service standards while completing daily tasks.
  • Guarantee successful check-in procedures and operational efficiencies.
  • Provide ongoing coaching, motivation, and recognition to team members.
  • Understand and advocate for company policies and collaborate with department and lodge leadership on performance management.
  • Address guest inquiries and concerns, escalating feedback to leadership as necessary.
  • Ensure proper communication and resolution of guest requests to the relevant departments.
  • Participate in staff scheduling, labor management, and forecasting.
  • Conduct daily meetings with the guest services team to prioritize tasks and gather feedback.
  • Monitor team performance, offering real-time feedback and coaching.
  • Maintain cleanliness and organization of front desk and back-of-house areas, ensuring safety standards are upheld.
  • Assist in the recruitment and selection of guest service personnel.
  • Collaborate with department leaders to create and implement action plans focused on guest service and team engagement.
  • Participate in performance management processes, 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 that comply with relevant regulations.
  • May assist in supervising additional roles as required.

Qualifications

  • High School diploma or GED.
  • At least 1 year of experience in Rooms Division or Front Desk operations.
  • Proficient in Microsoft Office and general software systems, particularly Excel, Word, and Outlook.
  • Strong customer service, conflict resolution, and team-building skills.
  • Fluent in both written and spoken English.
  • Ability to work a flexible schedule, including nights, weekends, and holidays.

Preferred Qualifications

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

Physical Requirements

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

This position is an equal opportunity employer and values diversity in the workplace.

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