Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Supervisor for the Hampton Inn & Suites in Xenia, OH.
About the Role:
The Guest Services Supervisor plays a pivotal role in ensuring an exceptional experience for all guests within the accommodation and food services environment. This position is responsible for overseeing the guest services team, managing daily operations, and addressing guest inquiries and concerns promptly and professionally. The supervisor will work closely with other departments to coordinate services and enhance overall guest satisfaction. By leading with strong communication and interpersonal skills, the role aims to foster a welcoming atmosphere that encourages repeat business and positive reviews. Ultimately, the Guest Services Supervisor contributes to the establishment’s reputation by maintaining high standards of service and operational efficiency.
Minimum Qualifications:
- High school diploma or equivalent; associate or bachelor’s degree in hospitality or related field preferred.
- Proven experience in guest services or customer service roles within the accommodation or food services industry.
- Strong business communication skills, both verbal and written.
- Familiarity with social media platforms and basic management tools.
- Ability to work flexible hours including weekends and holidays.
Preferred Qualifications:
- Experience supervising or managing a team in a hospitality setting.
- Certification in hospitality management or customer service.
- Proficiency with customer relationship management (CRM) software.
- Knowledge of conflict resolution techniques.
- Experience in digital marketing or social media strategy.
Responsibilities:
- Supervise and support the guest services team to deliver outstanding customer service at all times.
- Handle guest complaints and resolve issues efficiently to ensure guest satisfaction.
- Coordinate with housekeeping, food and beverage, and other departments to meet guest needs and expectations.
- Manage social media platforms to engage with guests, respond to reviews, and promote services.
- Train new staff on customer service protocols and company policies to maintain consistent service quality.
Skills:
The Guest Services Supervisor utilizes business communication skills daily to interact effectively with guests, team members, and other departments, ensuring clear and professional exchanges that enhance guest experiences. Social media management skills are applied to monitor and respond to online feedback, promote services, and engage with the community, which helps build the brand’s positive image. Strong interpersonal skills enable the supervisor to lead and motivate the guest services team, fostering a collaborative and customer-focused environment. Problem-solving abilities are essential for addressing guest concerns promptly and turning challenges into opportunities for satisfaction. Additionally, organizational skills support the coordination of daily operations and training activities, ensuring smooth service delivery.
Amazing Benefits At A Glance:
- Team Driven and Values Based Culture
- Medical/Dental/Vision
- Vacation & Holiday Pay
- Same-day pay available
- Employee Assistance Program
- Career Growth Opportunities/ Manager Training Program
- Reduced Room Rates throughout the portfolio
- Third Party Perks (Movie Tickets, Attractions, Other)
- 401(k)
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Life insurance
- Parental leave
- Referral program
