What does a guest service supervisor do?
A guest service supervisor supervises and trains guest service staff to have a high standard for guest delivery and efficient communication between all service staff. They ensure all guests are assisted with any complaints or service issues, with tour and travel information provided. As a supervisor, they must ensure that all forms and documents/printing going into the suites are accurate at all times and approved by the hotel manager. They must be aware of each guest's name as soon as possible and support guest service staff with queries from guests and control issues with guests when escalated beyond their level of responsibility.
Guest service supervisor responsibilities
Here are examples of responsibilities from real guest service supervisor resumes:
- Manage facility procedures relate to insurance and billing and solve patients' queries regarding their insurance renewal and expiry.
- Develop and implement department training, policies and procedures on the POS system.
- Perform closing operations, including reconciliation of each employee's POS cash and credit sales receipts with sales reports.
- Analyze resort inventory requirements and assure that all reservations and other requests are accommodate to the highest efficiency levels possible.
- Provide billing company medical record documentation to support professional and global CPT codes.
Guest service supervisor skills and personality traits
We calculated that 27% of Guest Service Supervisors are proficient in Reservations, Front Desk Operations, and POS. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Guest Service Supervisors that have these skills listed on their resume here:
- Reservations, 27%
Re-Initiated Lost & Found Procedures and other basic operational guidelines for smoother functionality of front desk and reservations.
- Front Desk Operations, 9%
Mastered knowledge of Front Desk operations in a diverse environment, including responsibilities such as auditing guest and meeting rooms.
- POS, 8%
Performed closing operations, including reconciliation of each employee's POS cash and credit sales receipts with sales reports.
- Guest Rooms, 4%
Provide security for guests, employees and property by adhering to security procedures for guest room keys and master keys.
- Guest Satisfaction, 4%
Worked closely with Reservation Manager, Housekeeping Manager and Facilities Manager to assure smooth running of hotel and guest satisfaction.
- Payroll, 3%
Demonstrated integrity by handling sensitive, personal information, and organization payroll and donations.
Most guest service supervisors use their skills in "reservations," "front desk operations," and "pos" to do their jobs. You can find more detail on essential guest service supervisor responsibilities here:
Communication skills. The most essential soft skill for a guest service supervisor to carry out their responsibilities is communication skills. This skill is important for the role because "customer service representatives must be able to provide clear information in writing, by phone, or in person." Additionally, a guest service supervisor resume shows how their duties depend on communication skills: "used skills in communication, teamwork, multitasking, customer service and guest satisfaction. "
Customer-service skills. guest service supervisors are also known for customer-service skills, which are critical to their duties. You can see how this skill relates to guest service supervisor responsibilities, because "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." A guest service supervisor resume example shows how customer-service skills is used in the workplace: "directed and managed staff who interact with customers to ensure high quality guest experiences. "
Interpersonal skills. guest service supervisor responsibilities often require "interpersonal skills." The duties that rely on this skill are shown by the fact that "representatives should be able to create positive interactions with customers." This resume example shows what guest service supervisors do with interpersonal skills on a typical day: "utilized interpersonal skills with customers to settle disputes in billing, reservations, or scheduling and to address customer complaints. "
Listening skills. A commonly-found skill in guest service supervisor job descriptions, "listening skills" is essential to what guest service supervisors do. Guest service supervisor responsibilities rely on this skill because "representatives must listen carefully to ensure that they understand customers in order to assist them." You can also see how guest service supervisor duties rely on listening skills in this resume example: "communicated all guest complaints to appropriate personnel to maintain the highest level of guest satisfaction. "
Patience. Another skill commonly found on guest service supervisor job descriptions is "patience." It can come up quite often in guest service supervisor duties, since "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here's an example from a resume of how this skill fits into day-to-day guest service supervisor responsibilities: "handle guest complaints with patience and resolving them following company guidelines. "
The three companies that hire the most guest service supervisors are:
- Global Partners163 guest service supervisors jobs
- Drury Hotels50 guest service supervisors jobs
- Kinseth Hospitality8 guest service supervisors jobs
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Compare different guest service supervisors
Guest service supervisor vs. Service lead
A service lead is an individual who manages a team of customer service staff members to support a company's customer service activities. Service leads help staff members respond directly to customers who need assistance through phone calls or emails and provide a quick resolution to the issues and concerns. In case a team member is unable to resolve customer issues, service leads are required to identify a solution to the customer query or direct them to another department. Service leads must also conduct periodic evaluations of team members to discuss performance and note their improvement areas.
While similarities exist, there are also some differences between guest service supervisors and service lead. For instance, guest service supervisor responsibilities require skills such as "reservations," "front desk operations," "guest rooms," and "guest satisfaction." Whereas a service lead is skilled in "food service," "food safety," "exceptional client," and "client service." This is part of what separates the two careers.
The education levels that service leads earn slightly differ from guest service supervisors. In particular, service leads are 3.9% more likely to graduate with a Master's Degree than a guest service supervisor. Additionally, they're 0.3% more likely to earn a Doctoral Degree.Guest service supervisor vs. Billing supervisor
A billing supervisor is primarily in charge of spearheading and overseeing the billing procedures of a company. Typically managing a team of billing specialists and clerks, a billing supervisor must set goals and guidelines, gather and analyze billing data, develop reports to be presented to directors and other executives, and create strategies to optimize billing processes. They must also monitor all procedures, ensuring it complies with the company's policies. Furthermore, as a supervisor, they must lead and encourage the workforce to reach goals while implementing the rules and regulations of the company.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that guest service supervisor responsibilities requires skills like "reservations," "front desk operations," "pos," and "guest rooms." But a billing supervisor might use other skills in their typical duties, such as, "patients," "billing procedures," "medicaid," and "billing issues."
Billing supervisors may earn a higher salary than guest service supervisors, but billing supervisors earn the most pay in the professional industry with an average salary of $61,827. On the other hand, guest service supervisors receive higher pay in the retail industry, where they earn an average salary of $36,493.billing supervisors earn similar levels of education than guest service supervisors in general. They're 2.2% more likely to graduate with a Master's Degree and 0.3% more likely to earn a Doctoral Degree.Guest service supervisor vs. Front desk supervisor
The primary role of front desk supervisors is to oversee the front desk of an establishment. Their duties and responsibilities include welcoming guests, taking their personal information, and selecting the rooms that suit their needs. Other responsibilities also include communicating and guiding other hotel staff members, providing extra services as requested by guests, and resolving any problems that might experience by guests. You are more likely to be hired as a front desk supervisor if you meet several qualifications that include having relevant hotel experience, attention to detail, and committed to delivering the best customer service.
The required skills of the two careers differ considerably. For example, guest service supervisors are more likely to have skills like "pos," "local attractions," "bellmen," and "room revenue." But a front desk supervisor is more likely to have skills like "guest service," "computer system," "good judgment," and "cleanliness."
Front desk supervisors make a very good living in the retail industry with an average annual salary of $38,648. On the other hand, guest service supervisors are paid the highest salary in the retail industry, with average annual pay of $36,493.When it comes to education, front desk supervisors tend to earn similar degree levels compared to guest service supervisors. In fact, they're 1.5% less likely to earn a Master's Degree, and 0.1% less likely to graduate with a Doctoral Degree.Guest service supervisor vs. Staff supervisor
A staff supervisor is responsible for supervising staff and organizing work procedures. Their main duty is to monitor staff. They maintain staff by recruiting, training, and coaching them. They may also gather budget information. They must have good communication skills and be team-oriented.
Even though a few skill sets overlap between guest service supervisors and staff supervisors, there are some differences that are important to note. For one, a guest service supervisor might have more use for skills like "reservations," "front desk operations," "pos," and "guest rooms." Meanwhile, some responsibilities of staff supervisors require skills like "patients," "home health," "rehabilitation," and "safety procedures. "
Staff supervisors reach similar levels of education compared to guest service supervisors, in general. The difference is that they're 3.6% more likely to earn a Master's Degree, and 0.7% more likely to graduate with a Doctoral Degree.Types of guest service supervisor
Updated January 8, 2025
