Guest Services Supervisor

Title: Guest Services Supervisor  

Location: Denver, Colorado (Cherry Creek)

FLSA: Non-Exempt 

Status:Full-time

Reports to: Front Office Manager  

Supervises: Front Office Department  

Pay Range: $22 - $23.59/hour

About Us: We are visionaries in the hospitality industry, fueled by innovation and precision, and guided by our core values of being Dynamic, Deliberate, and Distinct. As a privately owned hotel management company, we are committed to providing experiences and opportunities for our guests to create lifelong memories through travel. Managing a portfolio of over 160 hotels across the United States, we offer extensive growth opportunities for our partners and investors, and exceptional hospitality career opportunities for our team members. 

Job Summary: The Front Office Supervisor is responsible for overseeing daily front office operations, including guest reception, reservations, and telephone services, ensuring a high level of guest satisfaction. This role supports the Front Office Manager and supervises the front office team to maintain established service standards and operational efficiency. 

Essential Functions and Duties: 

• Ensure that guests are greeted, checked in, and allocated rooms promptly and courteously. 

• Oversee adherence to check-in procedures, ensuring accurate guest information and billing details. 

• Be available to handle guest problems or complaints in a timely manner. 

• Ensure rooms are maintained to the company’s established standards. 

• Maximize room occupancy while adhering to the overbooking policy. 

• Maintain effective communication between reservations, front office, and other departments such as housekeeping. 

• Ensure that all guest charges are accurately entered and that accounts are balanced daily. 

• Supervise and expedite the check-out process for departing guests. 

• Ensure efficient delivery and collection of luggage to and from guest rooms. 

• Oversee and maintain cleanliness and order in all front office areas. 

• Conduct performance evaluations and identify training needs for front office staff. 

• Act as Duty Manager when required and attend management meetings as necessary. 

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties. 

Required Experience, Education, and Skills: 

• 2+ years of front office or guest services supervisory experience in a hotel or hospitality environment. 

• Strong leadership and supervisory skills with the ability to manage a team effectively. 

• Excellent communication and interpersonal skills to interact with guests, staff, and management. 

• Proficiency in property management systems, reservations, and check-in/check-out processes. 

• Ability to manage guest issues and resolve complaints in a professional and timely manner. 

• Experience with scheduling, training, and staff development. 

• Strong organizational skills with attention to detail to ensure smooth front office operations. 

Work Environment: 

• Primarily an indoor role, working in the front office, lobby, and guest areas of the hotel. 

• Must be able to stand and walk for extended periods while overseeing front office operations and assisting guests. 

• Must be able to lift and carry objects up to 20 lbs. occasionally. 

• Flexible schedule, including availability for evenings, weekends, and holidays, to accommodate guest needs and operational requirements. 

Other Duties:  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Equal Employment Opportunity: Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.  

Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements. 

Join us in creating extraordinary experiences and opportunities for our guests and team members.