Guest Service Supervisor
No salary listed
Junior
Charleston, SC, USA
In Person
Food Service & HospitalityHotel Guest Services
About the job
Requirements
- At least one year of experience supervising three or more associates.
- Two years of experience in the service industry.
- High school diploma or equivalent.
- Honesty and trustworthiness are essential; candidates must pass appropriate security clearances.
- Ability to stand, lift, bend, learn, read, concentrate, think, and communicate.
- Ability to push or pull 60 pounds unassisted and lift or carry 30 pounds unassisted.
- Ability to stand for eight hours, bend, stretch, and reach.
- Ability to see and hear.
- Ability to communicate with associates and guests.
- Knowledge of supervisory skills, including training, appraising, and documenting.
- Knowledge of local shopping, dining, entertainment, and travel directions to assist guest inquiries.
- Knowledge of daily hotel operations, including checking daily events and bulletin boards and staying up to date on changes, procedures, and events.
- Knowledge of the property, staff, services, operating hours, room types and locations, rates, and discounts.
- Knowledge of the Frequent Stay Program.
- Knowledge of reservation procedures, including cancellations and walking guests.
- Ability to train and develop associates through meetings, logs, and other methods.
- Ability to monitor associates and document positive and negative feedback.
- Computer literacy sufficient to operate the property management system.
- Ability to maintain and organize supplies and order them as needed.
- Ability to multitask while remaining associate- and guest-service-centric.
- Ability to communicate effectively with guests, department heads, associates, and home office support staff.
- Ability to resolve guest issues professionally while maintaining a hospitable attitude.
- Ability to market and promote services to increase exposure and sales.
- Ability to stay organized and proactively organize work in a fast-paced environment.
- Ability to work any day or shift, including weekends.
- Ability to maintain certification from a brand-approved responsible vendor training program.
Responsibilities
- Oversee day-to-day Front Office operations, including personnel, budget performance, and financial controls.
- Maintain a professional, cohesive team by training, coaching, counseling, and developing qualified individuals.
- Promote positive morale and friendly attitudes.
- Work within budget guidelines to maximize revenue and meet labor models.
- Learn and use the property management system.
- Verify credit card validity and ensure cash, checks, and miscellaneous departments balance at the end of each shift.
- Greet and register guests, assign rooms, maintain guest privacy, and accommodate special requests when possible.
- Promote and sell hotel services and amenities.
- Encourage repeat business by offering to take future reservations and recommending alternate products of the same brand type.
- Identify potential sales leads and contacts through guest interactions and pass the information to the appropriate individual.
- Maintain safety and security practices and thorough knowledge of emergency procedures.
- Ensure guests receive a high-quality product and service.
- Keep housekeeping and other departments informed of special requests, late checkouts, and areas requiring special attention.
- Use the Service Recovery Log and other communication logs to hand off information between shifts.
- Respond to guest comments and issues in a timely manner.
- Perform other duties as assigned and support hotel staffing needs.
- Maintain a physical presence at the hotel; the position is not suitable for telecommuting or remote work.
- Stand and walk for extended periods while maintaining a friendly, professional image.
About the company
LBA Hospitality manages and develops hotels for ownership groups, with central teams handling sales, pricing, marketing, accounting and human resources. Its portfolio spans full-service, select-service and extended-stay properties under franchise brands such as Marriott, Hilton, Hyatt, IHG and Best Western. Owners hire LBA to plan hotel openings and coordinate property teams around guest service, brand standards, budgets and sales. Property leaders oversee daily work, drawing on corporate support while LBA earns business from management and development assignments. LBA began with its first Dothan hotel in 1973 and is headquartered in Dothan, Alabama.
Company Size
1,001-5,000
Company Stage
N/A
Total Funding
N/A
Headquarters
Dothan, AL
Founded
1973
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Simplify's Take
What believers are saying
- Guest ratings earn recognition: two LBA-managed hotels won Marriott Chairman's Awards in June 2026, partly for recommendation scores.
- Advancement has a visible example: LBA's August 2026 profile followed Emma Moore's rise to regional director overseeing 22 hotels.
- Corporate teams show staying power: LBA says nearly half have worked there for at least 10 years.
What critics are saying
- Hotel staffing remains a pressure point: LBA's HR manager flagged hiring and turnover challenges in September 2026.
- Owners control management assignments: LBA's September 2026 Westin San Antonio North takeover followed an ownership change.
- Renovations add project demands: LBA's September 2026 Westin San Antonio North announcement planned work through 2028.
What makes LBA Hospitality unique
- LBA handles brand debuts: it opened the first Home2 Suites, Hyatt Studios and LivSmart Studios hotels.
- Restaurant operations expand the work: LBA manages 40-plus dining outlets and 14 independent concepts.
- Outside owners shaped LBA's model: a 16-hotel relationship began its third-party hotel management business.
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