Guest Service Supervisor

Job Overview

Job Title:

Guest Services Supervisor

Location:

Holiday Inn Express & Suites Tuscaloosa East - COTTONDALE, AL 35453

Job Type: Full Time
•

Education:

High School Diploma or equivalent
• Department:
Guest Services
•

Schedule:

Any shift (non-exempt)

• Be responsible for team member call outs/no shows, and cover shifts as needed.
• Be available for phone calls and other communications at all times.
• Work across all three shifts and participate in training for new hires.
• Supervise all Guest Services activities; provide coaching and training to team members; lend support during busy periods.
• Greet guests with a positive attitude upon arrival and departure of the hotel.
• Answer telephone calls pleasantly and with correct phrasing; aim to answer within three rings where possible.
• Check in and check out guests following established policies and procedures.
• Review arriving reservations at the start of each shift, check for third-party reservations, special requests, VIPs, and make corrections as needed.
• Audit in-house guest folios for balances; collect payments to settle balances.
• Utilize the Quore database for interdepartmental communication; encourage daily use and coach team members accordingly.
• Audit cash counts in the Log Book within Quore; document inconsistencies and follow up as needed.
• Handle guest complaints efficiently and courteously; log complaints in Quore and close them when resolved; escalate to Guest Services Manager if necessary.
• Be knowledgeable of scheduled groups and meetings; review information to ensure arrangements are in place for arrivals.
• E-mail a daily shift recap to the Guest Services Manager detailing issues, compliments, and needs.
• Set up and prepare any game day activities as required by the hotel.
• Maintain inventory of service recovery items, office supplies, and amenities; inform the Guest Services Manager when stock is low.
• Occasionally work in housekeeping to enable assistance with guest housekeeping needs during later shifts.

Education & Experience

• High school diploma or equivalent (an Associate or Bachelor’s in Hospitality Management is a plus).
• 2–4 years of experience in front desk or guest services roles.
• 1+ years of supervisory or team leadership experience in a hospitality setting.

Skills & Competencies

• Strong communication and interpersonal skills.
• Proficiency with hotel property management systems (PMS) such as Opera, OnQ, or Cloudbeds.
• Ability to handle guest complaints and resolve issues diplomatically.
• Organizational and multitasking skills, especially during high occupancy.
• Basic financial and reporting skills (e.g., shift audits, cash handling).

Leadership & Teamwork

• Proven ability to train, coach, and motivate team members.
• Experience in delegating tasks and managing shift operations.
• Ability to foster a positive and professional work environment.

Availability & Flexibility

• Willingness to work evenings, weekends, and holidays.
• Ability to stand for extended periods and perform light physical tasks.

As an employee, it is your responsibility to be aware of and report any safety hazards or violations observed during work duties.