Guest Services Supervisor

Job Summary

The Guest Services Supervisor oversees daily guest services operations and supports a welcoming, consistent experience for guests. This role guides and develops team members, coordinates service activities, and helps resolve guest concerns while maintaining service standards and operational procedures.

Responsibilities

• Supervise and support guest services team members, including assigning tasks and coordinating daily coverage.
• Provide guidance, coaching, and feedback to support team performance and professional development.
• Help ensure guests receive timely, courteous, and accurate assistance.
• Address guest questions and concerns, resolving issues or escalating them when appropriate.
• Monitor service operations and identify opportunities to improve processes and the guest experience.
• Support onboarding and training for new team members.
• Maintain accurate records, reports, and shift handoff information as needed.
• Coordinate with other departments to address guest needs and support smooth operations.
• Follow applicable safety, security, accessibility, and organizational procedures.

Qualifications

• Experience in guest services, customer service, hospitality, or a related field.
• Previous experience leading, training, or supporting a team is preferred.
• Strong communication, organization, and problem-solving skills.
• Ability to remain professional and composed when responding to guest concerns.
• Ability to prioritize tasks and adapt to changing operational needs.
• Comfort using standard workplace technology and relevant service systems.
• Availability to work a flexible schedule, which may include evenings, weekends, or holidays, as required.

Work Environment

This role involves regular interaction with guests and team members in a service-focused environment. The position may require standing or walking for extended periods and assisting with operational tasks, with reasonable accommodations available.