Guest Experience Supervisor

Job description

At OTH Hotels Resorts, our team is our number one asset. We strive to create a safe, positive, uplifting work environment for all and a culture that ignites a long-term career passion for hospitality and service. Our shared purpose is to be the Heart of Hospitality in the lives of our team members, guests, owners, partners, and communities. Job Title Guest Experience Supervisor Location Property Department Rooms DoubleTree Green Tree Property Specific FLSA Non-Exempt Direct Supervisor Front Office Manager Job Overview The Front Office Supervisor is responsible for overseeing front desk operations and supporting the Front Office Manager in delivering exceptional guest service and efficient daily operations. This role supervises front desk agents, concierge, and bell staff while ensuring smooth check-in and check-out processes, accurate room assignments, and consistent adherence to brand standards. This position operates in a fast-paced, guest-facing hotel environment requiring active presence at the front desk and coordination across multiple departments. The role includes shift-based scheduling, including nights, weekends, and holidays, and requires frequent standing and direct guest interaction. Success in this role requires strong leadership, excellent communication skills, and the ability to resolve guest issues quickly while maintaining high service standards. Job Responsibilities Team Supervision • Lead and supervise front desk agents, concierge, and bell staff. • Create and manage staff schedules and shift coverage. • Train new employees and provide ongoing coaching and support. • Monitor staff performance and enforce hotel policies and procedures. • Ensure consistent application of brand standards across the team. Guest Services • Ensure smooth and efficient check-in and check-out processes. • Handle VIP arrivals and special guest requests. • Resolve guest complaints promptly and professionally. • Maintain high levels of guest satisfaction and service recovery excellence. Operations Management • Oversee daily front office operations and workflow. • Ensure accurate room assignments and availability updates. • Monitor reservations, cancellations, and no-shows. • Coordinate closely with housekeeping to ensure room readiness. Administrative Duties • Prepare operational reports including occupancy, revenue, and guest feedback. • Maintain accurate records and front office documentation. • Ensure billing accuracy and manage cash and credit transactions. • Support audit and compliance requirements. Communication & Coordination • Act as a liaison between departments including housekeeping, maintenance, and sales. • Conduct shift briefings and ensure clear communication across teams. • Support smooth operational flow through effective information sharing. • Assist in maintaining a cohesive guest service experience across departments. Job Requirements Education: High school diploma or equivalent required; degree in Hospitality Management preferred. Experience: Experience with hotel front desk or hospitality operations required, including prior supervisory experience preferred. Travel required: No travel required; position is fully property-based. Physical Requirements • Frequent standing during entire shift. • Frequent walking and guest interaction throughout front office areas. • Occasional lifting/carrying up to 25–50 lbs. • Ability to work in a fast-paced, high-traffic guest-facing environment. • Flexible schedule, including nights, weekends, and holidays. Skills and Abilities: • Strong leadership and team management skills. • Excellent customer service and guest relations abilities. • Strong communication and interpersonal skills. • Problem-solving and conflict resolution skills. • Ability to multitask in a fast-paced environment. • Attention to detail and accuracy in operations. • Familiarity with hotel management systems (e.g., Opera, Fidelio). • Strong organizational and decision-making skills. Certifications: None required (hospitality certifications preferred). This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties as necessary. We may use artificial intelligence (AI) tools to assist in evaluating applications, including screening and ranking candidates based on job-related qualifications. These tools support, but do not replace, human decision-making. All final hiring decisions are made by our recruitment team.