The Guest Services Supervisor supports and oversees the daily operation of the Front Office to ensure an attentive, friendly, efficient, and courteous guest experience. This role provides shift-level leadership to Guest Service Representatives while performing all core front desk duties, responding to guest needs, and ensuring adherence to Mid-Continent Hospitality service standards. The Guest Services Supervisor assists in monitoring occupancy, revenue opportunities, and operational performance while maintaining a strong focus on guest satisfaction and team support.

Essential Job Functions:

Guest Service & Front Desk Operations

• Ensure the Non-Negotiable Service Plan is consistently executed by all front office associates, including the supervisor.
• Approach all guest and employee interactions in an attentive, friendly, courteous, and service-oriented manner.
• Perform all front desk functions, including greeting guests, check-ins/check-outs, reservations, and concierge/operator tasks.
• Respond promptly and courteously to guest requests, problems, and complaints; ensure appropriate follow-up for guest satisfaction.
• Maintain professional appearance, including adherence to business casual attire and name tag requirements per brand standards.
• Ensure compliance with Mid-Continent Hospitality safety, security, and operating procedures at all times.
• Monitor the proper use of PBX, reservation procedures, courtesy standards, and up-selling techniques.
• Ensure accurate cash handling and compliance with key control procedures.
• Maintain working knowledge of rates, packages, promotions, brand programs, and in-house groups.

Supervisory & Leadership Responsibilities

• Provide daily direction to front desk associates, including delegation of tasks, workflow management, and real-time coaching.
• Conduct pre-shift and post-shift meetings to communicate priorities, updates, and service expectations.
• Support training, onboarding, and ongoing development of Guest Service associates; conduct periodic mock compliance checks.
• Serve as the point of escalation for guest issues requiring supervisory intervention
• Assist with monitoring staffing levels and adjusting schedules based on business needs while supporting labor-hour targets.
• Review front desk work and activity reports generated by Night Audit and ensure task completion during the shift.
• Maintain open lines of communication with all departments to support smooth hotel operations.
• Support the Night Audit team and processes as needed and ensure nightly procedures are followed.
• Reinforce compliance with all Mid-Continent Hospitality policies, brand standards, and S.O.P.’s.

Operational Support & Quality Control

• Assist in monitoring daily room status, occupancy, rate efficiency, and credit reports.
• Help track and maintain front desk productivity tools, including Hotel Effectiveness components, where applicable.
• Support emergency procedure implementation with the General Manager and Engineering team.
• Contribute to guest service score initiatives, ensuring the front office team understands their impact on overall results.
• Respond to all Guest Satisfaction Surveys (GSS), including Guest Voice and third-party review platforms, in a timely, professional, and brand-appropriate manner.
• Ensure the lobby market is properly stocked, visually appealing, and accurately inventoried; address product shortages promptly and maintain brand merchandising standards.
• Perform related duties as assigned by management.

Required Skills/Abilities:

• Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
• Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each.
• Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
• Review daily Front Desk work and activity reports generated by Night Audit

Education and Experience:

• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.

Physical Requirements:

• Long hours are sometimes required.
• Light work-Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.