Supervisor, Guest Services

Position Overview 

The Guest Services Supervisor ensures that guests have a positive experience during their stay. The position involves overseeing and coordinating all aspects of guest services, including front desk operations, concierge services, and guest relations. 

Essential Functions and Responsibilities 

• Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key.  
• Set up accurate accounts for each guest according to their requirements. 

• Enter Marriott Rewards information.  
• Ensure rates match market codes, document exceptions. 
• Secure payment prior to issuing room key, verify/adjust billing. 
• Compile and review daily reports/logs/contingency lists.  
• Complete cashier and closing reports.  

• Supply guests with directions and property information.  
• Accommodate guest requests, contacting appropriate staff if necessary. 
• Follow up to ensure requests have been met.  
• Process all payment types, vouchers, paid outs, and charges. 
• Balance and drop receipts. 

• Count and secure bank at beginning and end of shift.  
• Obtain manual authorizations and follow all accounting procedures. 
• Notify Loss Prevention/Security of any guest reports of theft. 
• Perform other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Required Education and Experience 

• At least 2 years of related experience required.   
• Excellent written and oral communication skills.  

• Ability to work independently (and in a team). 

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Work Conditions & Physical Demands 

• Work is performed indoors and outdoors in a commercial setting with regular exposure to cold, heat, noise, people, and equipment. 

• Able to work independently or as a team member and support managers with special projects. 

• Strong collaboration skills – works well across functional areas—excellent relationship-building skills; able to collaborate with various levels of the organization. 

• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. 

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear, and taste or smell. The employee must occasionally lift or move up to 80 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 

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Values We Seek 

• Respect: Respect is shown by demonstrating a sense of self-awareness and reflecting on one's own words and actions to adapt, grow, and succeed. We embrace our differences while recognizing what brings us together. 

• Collaboration: Collaboration begins with strengthening our relationships with our residents, owners, partners, and employees, relying on strong communication and a deep understanding of the values and needs of all those involved. 

• Service-Focused: Understand what internal and external stakeholders value and anticipate their needs; strive to create a meaningful experience and build lasting relationships. 

• Performance: Achieving exceptional performance requires us all to work on the right things at the right time and stay aligned with our business fundamentals and priorities. It also requires us to understand the business – carefully and critically analyzing our performance and metrics and weighing options and risks before making decisions. 

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Expected Hours of Work & Travel 

Must be able to work various shifts when needed to cover during regular business hours, including weekends and evenings. 

EOE/Disabled/Veterans Statement