Guest Services Supervisor

Primary Function

The Guest Services Supervisor assists the Front Office Management team in overseeing Front Desk operations. They lead by example, supporting Guest Services Agents and Bellmen to ensure they achieve the highest possible standards of service.


Reports to
Front Office Manager
As required
Duties & Responsibilities
  • Ensure that the daily operations of the Front Desk are carried out efficiently and according to hotel policies.
  • Greet all guests in a friendly manner at all times
  • Act as Duty Manager when the FOM/AFOM is not present.
  • Support the Front Desk team in handling guest issues and complaints.
  • Provide regular feedback on team performance to the Front Office Manager/AFOM.
  • Assist with the initial and ongoing training of Guest Service Agents to help them achieve a high quality of service.
  • Maintain thorough and up to date knowledge of the property, local area, room rates and packages.
  • Respond to reservation enquiries, providing guests with up to date information on our rates, special offers and packages.
  • Book room reservations, both over the phone and at the Front Desk.
  • Provide coverage for all Front Desk shifts as required, including Night Audit
  • Prepare for Group, Media and FIT arrivals, coordinating with the F&B and Conference departments.
  • Ensure that the Front Office filing systems and tracking sheets are kept organized and up to date.
  • Organize rooming lists for tour groups, weddings and corporate functions
  • Set up all billing and packages for groups and weddings.
  • Complete all Opera system duties
  • Other duties as required.
  • Previous Front Desk experience is required.
  • Extensive Opera PMS experience required
  • Positive attitude and a passion for customer service.
  • Previous leadership or supervisory experience is an asset.
  • Able to work under pressure and think on your feet to solve problems.
  • Organized with strong attention to detail.
  • A team player who can support and motivate others to succeed.
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