1. Job Title:                                           Guest Services Supervisor

Non-Exempt / Full Time

1. Department:                                    Guest Services

1. Scope of Responsibility:                Supervise Guest Services team members to ensure all necessary tasks are    completed in an efficient and authentic manner

1. Employee Manual:                         This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time or without notice.

1. Our Way
   1. All Wilson Representatives are responsible for taking care of people – first. People come before processes. We have the highest professional standards during all communications with our guests.
   2. Our mission is clear and elegant and serves as the focal point for all we do – providing for comprehensive excellence in all facets of professional property management. As a service organization, we take care of people.
   3. Our Core Values define “what we stand for” and “what we won’t stand for.” They include Kindness, Excellent Attitude, Focus, Clean-Clean, and Efficiency.

1. Essential Tasks:
   1. Be responsible for team member call outs/no shows, and cover shifts as needed.
   2. Be available for phone calls and other means of communication at all times.
   3. Be proficient in and available to work all three shifts.
   4. Help in the training process of new hires.
   5. Supervise all Guest Services activities. Offer continual coaching and training to Guest Services team members and be able to lend support during busy times.
   6. Greet guests with an excellent attitude upon their entering and exiting the hotel.
   7. Answer telephone calls pleasantly and with the correct phrasing. When possible, answer each call within three rings.
   8. Be proficient checking in and checking out guests by following all established policies and procedures.
   9. Review arriving reservations for the day, at the start of the shift, checking for third party reservations, special requests, VIP names, etc., making corrections as needed.
   10. Audit all in house guest folios for receipt balances. Take the necessary steps to collect payment from guests for the balance on their account.
   11. Be proficient at using the Quore database for communication among all departments. Encourage continual usage of the platform and coach team members on using the system on a daily basis.
   12. Audit all cash counts in the Log Book within Quore. Make note of any inconsistencies. Follow up when need be.
   13. Handle guest complaints efficiently and courteously, taking immediate action to correct the problem. If the problem cannot be corrected with the resources at hand, notify the Guest Services Manager for additional support. Always be sure to log the complaint into Quore, closing out the complaint immediately.
   14. Be knowledgeable of, and prepared for, scheduled groups and meetings. Take the time to read over their information and assure that everything is in place for their arrival.
   15. E-mail a daily report to the Guest Services Manager recapping the shift including any issues, compliments, needs, etc.
   16. Set up and prepare any game day activities subject to the hotel.
   17. Keep inventory of service recovery items, office supplies, As If By Magic and treat shop amenities informing the Guest Services Manager when items are low in stock.
   18. Work in housekeeping one day a month to maintain the ability to aid in guest’s housekeeping needs during the later shifts.

1. Reports to:                                       Guest Services Manager

1. Safety Statement:                         

As an employee, it is your responsibility to be aware of and report any and all safety hazards or violations you may see or witness in the course of performing your required duties

1. Job Specifications:

Employees must meet these minimum requirements:

Educational Skills:                          Type of Education:                          H.S. Diploma

                                                            Level of Education:                         12

Job Experience:                               Apprenticeship Program:              None

                                                            Level of Experience:                       Some customer service

Communication Skills:                  Speak English

                                                            Read English

                                                            Write English

Business Mechanical Skills:         Calculator                         

                                                            Computer Literate          

                                                            Copier                                               

Licenses/Certifications:                 None

Physical Activities and Requirements:

               Normal Work Position:  Standing and walking 100% of the time

                                                            Bending                                             Lifting

               Minimum Weight Employees must be able to lift:            50 lbs

               Working Conditions:      Work alone and with others

               Responsibilities:               Care of Equipment:                         Occasionally

                                                            Safety of Others:                             Occasionally                     

                                                            Guest Contact:                                Frequent

                                                            Confidential Data:                          Frequent

                                                            Decision Making:                             Occasionally

                                                            Acts in Supervisory Capacity:       Always

               Sensory Requirements:  Sight:                                                  Partial

                                                            Hearing:                                             Full

Qualifications for Guest Service Supervisor

Education & Experience

• High school diploma or equivalent (Associate or Bachelor's degree 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