Guest Services Supervisor

Job Summary : We are seeking a dedicated, motivated, and highly organized Hotel Night Supervisor to join our team. The ideal candidate will play a crucial role in supporting the daily and overnight operations of our hotel, ensuring excellent customer service, maintaining a well-organized environment, and overseeing front desk coverage. This position requires strong leadership skills, a passion for the hospitality industry, and the ability to work collaboratively with staff to achieve hotel goals while maintaining a professional image and reporting to work as scheduled. The Night Supervisor carries out supervisory responsibilities in accordance with organization policies, franchise operating procedures, and applicable laws.

Duties include, but are not limited to: 

• Front Desk & Night Audit: Monitor the night audit for accuracy and folios, make assessments on open balances without approved credit, and take appropriate action. Monitor and maintain front desk coverage at 100%, covering shifts when necessary (including audit shifts).
• Daily Operations: Assist in managing daily hotel operations, including staffing, inventory, rates, data backup, and reservation systems.
• Safety & Security: Ensure guest safety and privacy by following and enforcing established emergency, key security, and credit card handling procedures. Patrol public rooms, investigate disturbances, and resolve conflicts.
• Environmental Maintenance: Maintain a clean and organized environment that meets health, safety, and brand standards.
• Team Management: Directly supervise 1–15 front desk employees, alongside training and covering Van Driver and Housemen positions when necessary.
• Guest Experience: Greet all guests in a warm, friendly, helpful manner, register guests, assign rooms, and handle check-ins/check-outs.
• Issue Resolution: Handle guest relations, answer inquiries regarding property policies or local attractions, and resolve escalated guest complaints or issues promptly.
• Interdepartmental Coordination: Communicate and cooperate with other department heads to coordinate activities and improve overall customer satisfaction.
• Financial Tracking: Assist the General Manager with monitoring budgets, expenses, and revenue streams. File and post all changes to the guest and city ledger accounts, plan/forecast weekly room sales, and prepare month-end reports.
• Communication: Handle phone inquiries and send out confirmation letters or return checks when registrations cannot be accepted

Knowledge and Skills Required:

• Experience: Previous experience in a hotel environment is preferred. Experience in recruiting and training staff is a distinct plus
• Flexibility: Ability to work shifts, including audit hours; weekends are a must.
• Problem-Solving: Strong organizational skills with the ability to multitask effectively in a fast-paced setting and make quick decisions under pressure.
• Financial Literacy: Sound financial skills, including budgeting and cash/credit handling.
• Leadership: Demonstrated ability to delegate tasks, direct work, and address complaints.

Salary : $19 - $21