WHAT DOES A GUEST SERVICE SUPERVISOR DO?

Published: Oct 01, 2025 - The Guest Service Supervisor oversees daily Front Desk operations by supervising, training, and supporting Guest Service Representatives to ensure high service standards and smooth departmental performance. This role involves assisting the Front Desk Manager with shift responsibilities, handling guest service issues in line with hotel policies, and ensuring that operational goals and procedures are consistently met. The Supervisor also contributes to staff development through training, process improvements, and effective communication with both guests and team members.

A Review of Professional Skills and Functions for Guest Service Supervisor

1. Guest Service Supervisor Key Accountabilities

  • Guest Relations: Respond to and resolve guest needs, questions, and concerns.
  • Operations Management: Ensure daily operation and maintenance requirements are met during the shift.
  • Team Leadership: Ensure team members perform daily responsibilities and prioritize assignments.
  • Facility Care: Ensure proper care and cleaning of facilities and grounds by appropriate staff.
  • Resource Management: Ensure control and accountability of equipment and supplies.
  • Staff Development: Interview, train, supervise, and develop Guest Services staff.
  • Budget Oversight: Assist in developing the department budget and monitor payroll and controllable costs.
  • Workforce Planning: Respond to staffing needs based on visitor volume.
  • Communication Skills: Communicate effectively with a wide variety of people.
  • Adaptability: Adapt easily and frequently from one activity to another, such as typing, interviewing, searching in a directory, or using a telephone.

2. Guest Service Supervisor General Responsibilities

  • Customer Service: Receive all guests with outstanding and friendly customer service.
  • Staff Leadership: Train, lead, and supervise the Guest Services staff effectively.
  • Issue Management: Communicate and document escalated customer issues and incidents to Management.
  • Employee Supervision: Supervise Guest Services employees.
  • Compliance Monitoring: Conduct uniform checks on every employee at each event and report deficiencies.
  • Staff Deployment: Post staff in positions designated by the Event Manager, and give employees direction on the specific duties of their posts.
  • Equipment Training: Ensure staff know how to use assigned equipment, such as radios, and provide training on demand.
  • Break Management: Manage staff breaks and ensure compliance with ASM Global policy.
  • Event Oversight: Oversee staff during events and ensure instructions are followed.
  • Policy Enforcement: Enforce ASM Global and Greek Theatre policies and report violations to the Event Manager.
  • Performance Evaluation: Evaluate and counsel or correct staff on job performance, attitude, and uniform at each event.
  • Documentation: Document issues on the paperwork provided by the Event Manager.

3. Guest Service Supervisor Role Purpose

  • Staff Training: Work with the Guest Services Manager to train and monitor front office staff.
  • Guest Satisfaction: Monitor Guest Service Scores daily and take action to improve guest satisfaction through training, coaching, and problem resolution.
  • Interdepartmental Communication: Communicate with the Engineering and Housekeeping Departments regarding maintenance or guest room requests.
  • Front Desk Operations: Operate the software system, assist with reservations, and check guests in and out of the hotel while accurately posting all charges.
  • Payment Handling: Handle checks and credit cards received from guests for payment of hotel charges.
  • Hotel Knowledge: Know daily room rates, room types, hotel amenities, and local attractions, shops, and restaurants.
  • Special Requests: Assist the Guest Services Manager by handling special requests, group blocking, and unique circumstances.
  • Attendance Compliance: Maintain regular attendance, consistently arrive on time, and observe prescribed work, break, and meal periods in compliance with standards.
  • Professional Appearance: Maintain high standards of personal appearance, hygiene, and grooming, including compliance with the dress code.
  • Revenue Growth: Develop innovative ways to increase revenue while maintaining high standards of presentation and service.

4. Guest Service Supervisor Essential Functions

  • Reception Oversight: Ensure the reception area is clean, fully stocked with supplies, and prepped for the start of the day while maintaining it throughout the day.
  • Team Coordination: Coordinate with Receptionists, Conference Room Attendants, Office Services, and Information Technology staff to ensure all requests are handled accurately and promptly.
  • Supply Management: Order all food and beverage supplies for the conference center and other pantry areas throughout the office.
  • Event Preparation: Order rental furniture, tableware, linens, and all other supplies for catered events.
  • Event Knowledge: Maintain knowledge of firm meetings and events to properly direct attendees to meeting locations in a timely manner.
  • Space Management: Arrange conference rooms and office space for visiting attorneys.
  • Staff Development: Coach and develop staff to maximize departmental efficiency.
  • Performance Reviews: Conduct performance reviews and make recommendations for salary adjustments.
  • Hiring Process: Interview, select, and make hiring recommendations for departmental employees.
  • Performance Standards: Determine standards of performance to serve as the basis for reviewing the progress of the Guest Services team.
  • Improvement Planning: Assist management in developing performance improvement plans for team members not meeting departmental standards.

5. Guest Service Supervisor Additional Details

  • Front Desk Supervision: Supervise, train, and ensure completion of daily operational functions of the Front Desk in conjunction with and under the direction of the Front Desk Manager.
  • Staff Oversight: Supervise Guest Service Representatives at the Front Desk to ensure completion of duties, performance up to standards, provision of direction, and effective decision-making.
  • Operations Support: Assist the Front Desk Manager with overall operations of the Front Desk and assume responsibility for completion of shift work to standards and according to established procedures.
  • Issue Resolution: Handle all guest service issues arising at the Front Desk in line with hotel standards, goals, and objectives.
  • Training Programs: Perform the majority of training for Guest Service Representatives and assist in developing training programs.
  • Process Improvement: Make recommendations for process development to improve feasibility and effectiveness.
  • Guest Service Functions: Perform all essential job functions of a Guest Service Representative.
  • Goal Setting: Create position goals and assist the department manager with the completion of departmental goals.
  • Communication Skills: Communicate verbally and in writing with staff members and guests when answering phone lines, providing information, registering guests, and responding to questions.
  • Revenue Innovation: Develop innovative and revenue-generating uses.

6. Guest Service Supervisor Roles

  • Guest Experience: Ensure exceptional service from curb to pillow, and support the Guest Service Team, Chef Concierge, Bell & Valet, Corporate Lounge, and all partners.
  • Supervisory Role: Work alongside the Guest Services and Front Desk team in a Supervisor Role.
  • Service Leadership: Lead by example in service excellence and inventory controls.
  • Department Collaboration: Report to the Guest Services Manager, and collaborate daily with all other department leaders, working closely with the Housekeeping and Maintenance Teams.
  • Safety Compliance: Ensure that Health, Wellness, and Safety standards are met and exceeded, and train teams thoroughly in emergency procedures and guest safety.
  • Yield Management: Execute proper yield management and ensure all special requests and Sutton Prestige Members are recognized per company standards.
  • Team Motivation: Motivate, support, and encourage team members to provide exceptional services to guests.
  • Scheduling and Performance: Support, adjust, and assist with fair and effective scheduling and performance management of team members in conjunction with the Guest Services Manager, Team, Chef Concierge, and Human Resources.
  • Operational Improvement: Plan, problem-solve, and report to continually improve operations and efficiency, and achieve service goals as well as financial targets.
  • Problem Solving: Identify problem areas affecting service delivery and develop, implement, and monitor appropriate strategies to address these issues.

7. Guest Service Supervisor Tasks

  • Guest Satisfaction: Drive continuous improvement in Guest Satisfaction through effective use of the resort's Guest Feedback channels.
  • Team Management: Manage and motivate the Guest Services team to deliver a high standard of service for resort guests.
  • Customer Relations: Welcome guests and foster customer loyalty through a friendly manner, developing high-quality relationships with guests throughout their stay.
  • Arrival and Departure Oversight: Oversee guest arrivals and departures in conjunction with the Guest Services Manager and duty managers, ensuring VIP guests are greeted and personally welcomed.
  • Flow Management: Manage the flow of front drive and guest services teams.
  • Arrival Preparation: Review the arrival list for all arrivals and VIPs to check room designations, amenities, and special requests for the next day.
  • Inventory Management: Manage the hotel room inventory.
  • Front Office Presence: Provide a high level of customer service and maintain a strong presence in day-to-day front office operations.
  • Personalized Service: Ensure that personalized service is delivered by the guest services team to every guest.
  • Employee Training: Integrate and train employees, providing support for skills development and future advancement opportunities.

8. Guest Service Supervisor Overview

  • Hotel Knowledge: Ensure team members maintain current knowledge of hotel products, services, facilities, events, pricing, policies, and the local area.
  • Issue Resolution: Handle guest complaints or contentious issues unresolved by team members and provide reasonable solutions to ensure guest loyalty.
  • Shift Scheduling: Schedule team shifts and ensure payroll accuracy.
  • Staff Presentation: Ensure all front desk employees are well presented, punctual, and maintain proper uniforms and personal hygiene.
  • Workplace Cleanliness: Maintain a clean and tidy workplace.
  • Policy Compliance: Ensure the pricing policy and internal audit procedures are properly applied.
  • Financial Supervision: Supervise the management of debtors, group and individual guest invoicing, and cash operations.
  • Recruitment: Participate in the recruitment of new front office team members.
  • System Knowledge: Maintain strong knowledge of all systems and standard operating procedures of the front office.
  • Documentation Management: Ensure that guest documentation and information are available and up to date.

9. Guest Service Supervisor Job Description

  • Operations Supervision: Supervise the day-to-day operations of a full-service, free-standing Guest Services Centre.
  • Staff Training: Train and supervise a staff of six or more Guest Services employees.
  • Hiring Participation: Participate in the hiring of permanent and seasonal Guest Services staff.
  • Scheduling: Establish a work schedule for Guest Services employees and complete bi-weekly timesheets.
  • Staff Communication: Hold regular staff meetings with all Guest Services employees to ensure effective communication and staff development.
  • Employee Engagement: Enhance employee job satisfaction, foster employment stability, and maximize productivity through regular formal and informal discussions and incentive programs.
  • Budget Management: Establish an annual income and expense budget for the Guest Services Centre.
  • Expense Control: Maintain expenditures within budget.
  • Supply Management: Purchase, upkeep, and inventory supplies and equipment.
  • Program Implementation: Implement new programs and procedures as directed by the Marketing Director.
  • Retail Relations: Cultivate relationships with shopping retailers and stay informed of product offerings and store promotions.

10. Guest Service Supervisor Functions

  • Customer Communication: Respond professionally to online customer service inquiries via email.
  • Concierge Program: Oversee the KIPSU text concierge program.
  • Event Coordination: Book and prepare documentation for community booths.
  • Gift Card Management: Manage the Gift Card program, including input into Excel spreadsheets, inventory control of supplies, re-orders, corporate gift giving coordination, invoicing, and delivery arrangements.
  • Sales Development: Develop ideas to generate increased gift certificate sales.
  • Customer Tracking: Prepare and manage various customer tracking initiatives.
  • Complaint Resolution: Resolve or forward customer complaints to the appropriate department.
  • Operational Support: Assist Security and Maintenance with various situations, such as missing children or retailer requests.
  • Promotions and Events: Assist with on-site promotions and events.
  • Activity Reporting: Prepare a monthly report detailing the activities of the Guest Services Centre.
  • Budget Preparation: Prepare the annual budget for Specialty Leasing programs and review with the General Manager.
  • Market Research: Research current trends in retail, service uses, and merchandising techniques.
Relevant Information
What Does A Client Service Supervisor Do?
What Does A Customer Service Supervisor Do?