Guest Services Supervisor/MOD Job Description

Posted October 19, 2022

Overview of position

The Guest Services Supervisor or Manager on Duty  is responsible for supervising a team of Guest Service Agents to ensure efficient and smooth front desk operations in order to produce excellent guest feedback through superior customer service. Responds in a professional and courteous manner to all guests, providing accurate and timely information and services.

As the Guest Services Supervisor, you will act as a role model, sharing your experience and continually inspiring the front office team to go above and beyond.

Duties and Responsibilities:

  • Ensure outstanding customer service to all guests through leadership and mentoring of Guest Service Agents
  • Courteously and accurately answers all inquiries from potential guests and hotel staff
  • Supervise daily shift process, ensuring all team members adhere to standard hotel procedures
  • Train and direct team members to the standards and procedures of the hotel. Resolve issues, coach, and encourage the front desk team in order to ensure quality operation
  • Resolve guest issues, complaints, and problems in a quick and efficient manner in order to maintain a high level of customer satisfaction
  • Allocate and assign guest rooms based on guest requirements and special request.
  • Build strong relationships with the various departments within the hotel in order to ensure unhindered communication
  • Ensure front office and hotel log books are updated and actioned as needed
  • Assist all departments in servicing hotel guests during high volume periods
  • Take responsibility in the absence of the Duty Manager/Guest Services Manager
  • Maintain the highest level of customer service and display professionalism at all times
  • Display appropriate two way radio etiquette at all times
  • Ability to maintain confidentiality of hotel guests and pertinent hotel information
  • Must have comprehensive understanding of hotel emergency procedures
  • Additional tasks as assigned

Requirement/Experience:

  • Professional attitude and the ability to follow instruction required
  • Ability to work under pressure and under tight deadlines
  • Detail oriented and the ability to work independently
  • Must speak, understand, and write fluently in English. Bilingualism is an asset
  • Experience working in a fast-paced Hotel setting is preferred
  • Excellent interpersonal and communication skills, both written and verbal
  • Experience leading, directing, and developing a team of employees preferred