Guest Services Supervisor

Overview

The Island House is seeking an enthusiastic and service‑driven Front Desk Supervisor to lead our front office team and ensure exceptional guest experiences. This role is hands‑on and guest‑focused, serving as a leader who models hospitality excellence while supporting Front Desk Associates during daily operations and peak periods.

• Take every opportunity to amaze and exceed guest expectations
• Ensure Front Desk Associates understand, anticipate, and respond to guest needs
• Empower associates to make service‑oriented decisions that enhance guest satisfaction
• Ensure associates actively solicit and respond to guest feedback
• Promptly address, resolve, and follow up on guest complaints
• Ensure proper handling of special requests and VIP guests
• Oversee proper execution of VIP programs and special amenities
• Ensure guest room delivery of newspapers when applicable

• Check‑ins and check‑outs
• Reservations
• Review incoming reservations, pre‑block rooms with special requests, and coordinate requests with appropriate departments
• Oversee amenity and pantry needs

• Lead by example and model desired service behavior at all times
• Ensure Front Desk Associates greet guests immediately with a smile and eye contact
• Ensure associates maintain a professional, well‑groomed appearance, including uniform and name tag
• Personally assist at the front desk during peak times, breaks, tardiness, and absences
• Support and reinforce company policies, procedures, and standards as outlined in the associate handbook

• Prior hotel front desk or hospitality supervisory experience preferred
• Strong leadership, communication, and problem‑solving skills
• Exceptional customer service mindset
• Ability to remain calm and professional in fast‑paced or high‑pressure situations
• Must be reliable and punctual

• Must be able to work nights, weekends, and holidays
• This position is scheduled for the 3:00 PM 11:00 PM shift