Guest Services Supervisor - Second Shift​/PM

Job Description:

PM Guest Services Supervisor

Reports To:

Guest Services Manager

FLSA Status:
Non-Exempt

Second Shift

The PM Guest Services Supervisor supports the Guest Services department in overseeing daily operations during the PM/second shift. This role is responsible for staff support, training, guest satisfaction, and assisting line-level associates in completing their duties. The supervisor acts as a leader on the property, ensuring smooth operations, compliance with policies, and high standards of service. The position requires flexibility to work evening and mid shifts on weekends and holidays as needed.

Lead daily operations and maintain organization of the guest service desks.

Act as Manager on Duty (MOD) when necessary or scheduled, assisting in guest recovery, guest/staff de-escalation, and supporting all departments to ensure smooth property operations.

Ensure department policies and procedures are followed in accordance with vR Hospitality standards and department guidelines.

Support line-level associates through mentorship, training, and ongoing coaching, including implementing standards of service.

Assist AM supervisor in maintaining, organizing all training materials, keeping them updated and suggesting improvements as appropriate.

Oversee completion of daily tasks by associates, maintaining clear communication regarding incomplete tasks.

Hold staff accountable by following corrective action processes and attendance point systems; report issues and recommend action plans to the Guest Services Manager as needed.

Communicate relevant staff or guest issues and shift information to fellow leaders during pass-alongs and in person.

Suggest and assist in implementing new ideas and process improvements for the department.

Assist in all department positions as needed, including Front Desk, Valet, and Reservations.

Complete projects and tasks assigned by the Guest Services Manager.

Maintain high levels of guest satisfaction and quality of service.

Maintain shared email organization, ensuring all communications are addressed.

Attend all required meetings & training.

2+ years of experience in hotel guest services, hospitality, or related supervisory role.

Strong leadership, problem-solving, and decision-making skills.

Excellent communication and interpersonal skills.

Proven ability to deliver exceptional guest service and handle escalated guest concerns.

Flexible schedule, including PM/second shift, evenings, weekends, and holidays.

Knowledge of property management systems (PMS) preferred.

Guest-focused mindset with a commitment to service excellence.

Ability to lead, motivate, and mentor diverse teams.

High level of professionalism, integrity, and accountability.

Strong organizational and multitasking abilities.

Adaptability to changing priorities and operational needs.

Must be able to lift up to 50 pounds and stand or move throughout the property for up to 8 hours.