Guest Service Supervisor/Front Desk Supervisor

The Guest Services Supervisor supports and oversees the daily operation of the Front Office to ensure an attentive, friendly, efficient, and courteous guest experience. This role provides shift-level leadership to Guest Service Representatives while performing all core front desk duties, responding to guest needs, and ensuring adherence to Mid-Continent Hospitality service standards. The Guest Services Supervisor assists in monitoring occupancy, revenue opportunities, and operational performance while maintaining a strong focus on guest satisfaction and team support.

Essential Job Functions:

Guest Service & Front Desk Operations

• Ensure the Non-Negotiable Service Plan is consistently executed by all front office associates, including the supervisor.
• Approach all guest and employee interactions in an attentive, friendly, courteous, and service-oriented manner.
• Perform all front desk functions, including greeting guests, check-ins/check-outs, reservations, and concierge/operator tasks.
• Respond promptly and courteously to guest requests, problems, and complaints; ensure appropriate follow-up for guest satisfaction.
• Maintain professional appearance, including adherence to business casual attire and name tag requirements per brand standards.
• Ensure compliance with Mid-Continent Hospitality safety, security, and operating procedures at all times.
• Monitor the proper use of PBX, reservation procedures, courtesy standards, and up-selling techniques.
• Ensure accurate cash handling and compliance with key control procedures.
• Maintain working knowledge of rates, packages, promotions, brand programs, and in-house groups.

Supervisory & Leadership Responsibilities

• Provide daily direction to front desk associates, including delegation of tasks, workflow management, and real-time coaching.
• Conduct pre-shift and post-shift meetings to communicate priorities, updates, and service expectations.
• Support training, onboarding, and ongoing development of Guest Service associates; conduct periodic mock compliance checks.
• Serve as the point of escalation for guest issues requiring supervisory intervention
• Assist with monitoring staffing levels and adjusting schedules based on business needs while supporting labor-hour targets.
• Review front desk work and activity reports generated by Night Audit and ensure task completion during the shift.
• Maintain open lines of communication with all departments to support smooth hotel operations.
• Support the Night Audit team and processes as needed and ensure nightly procedures are followed.
• Reinforce compliance with all Mid-Continent Hospitality policies, brand standards, and S.O.P.’s.

Operational Support & Quality Control

• Assist in monitoring daily room status, occupancy, rate efficiency, and credit reports.
• Help track and maintain front desk productivity tools, including Hotel Effectiveness components, where applicable.
• Support emergency procedure implementation with the General Manager and Engineering team.
• Contribute to guest service score initiatives, ensuring the front office team understands their impact on overall results.
• Respond to all Guest Satisfaction Surveys (GSS), including Guest Voice and third-party review platforms, in a timely, professional, and brand-appropriate manner.
• Ensure the lobby market is properly stocked, visually appealing, and accurately inventoried; address product shortages promptly and maintain brand merchandising standards.
• Perform related duties as assigned by management.

Required Skills/Abilities:

• Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
• Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each.
• Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
• Review daily Front Desk work and activity reports generated by Night Audit

Education and Experience:

• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.

Physical Requirements:

• Long hours are sometimes required.
• Light work-Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.