Job Title: Guest Services Supervisor

Status: Non-EXEMPT

Reports to: Front Office Manager/Director of Rooms

About The Abbey Inn & Spa

Nestled above the Hudson River, The Abbey Inn & Spa is a boutique luxury escape offering history, sophistication, and serenity. As part of the Meyer Jabara Hotels portfolio, we are committed to delivering deeply personal service and exceptional destination-driven experiences. The Guest Services Supervisor plays a critical leadership role in bringing this mission to life by guiding the front desk team and ensuring every guest interaction reflects the warmth, professionalism, and elevated standards of our historic property. This role embodies Meyer Jabara Hotels' values of empowerment, accountability, and excellence.

Position Summary

The Guest Services Supervisor is responsible for overseeing daily front desk operations while actively participating in guest service delivery. This role leads by example, ensuring seamless arrivals and departures, prompt resolution of guest concerns, and consistent execution of service standards.

The Guest Services Supervisor supports team development, drives accountability, and fosters a culture aligned with Meyer Jabara Hotels' J Quality Behaviors: Joy, Jump, Join - demonstrating genuine hospitality, proactive problem-solving, and strong collaboration.

Essential Duties & Responsibilities

Leadership & Operations

• Supervise daily front desk operations to ensure smooth and efficient service
• Lead, coach, and motivate Guest Experience Hosts / Front Desk Agents
• Serve as Manager on Duty as assigned
• Monitor room inventory, rate strategies, and daily arrivals/departures
• Ensure compliance with hotel policies, procedures, and service standards
• Assist with scheduling, training, and performance feedback for team members
• Support payroll accuracy and labor management

Guest Experience

• Personally greet and interact with guests to ensure exceptional service
• Handle VIP arrivals, special requests, and service recovery situations
• Resolve guest concerns professionally and promptly, escalating when necessary
• Ensure guest satisfaction scores and service metrics meet or exceed expectations
• Maintain strong communication with housekeeping, maintenance, spa, and food & beverage teams to ensure seamless operations

Administrative & Systems

• Oversee accuracy of guest accounts, billing, and cash handling procedures
• Audit daily transactions and reports for accuracy
• Operate and troubleshoot PMS, POS, and related hospitality systems
• Ensure proper documentation of guest feedback and service recovery actions

Experience & Education

• Minimum 1-2 years of front desk or guest services experience required
• Prior supervisory or leadership experience preferred
• Luxury or boutique hotel experience strongly preferred
• Strong knowledge of Property Management Systems (PMS)
• Excellent communication, leadership, and problem-solving skills
• Ability to multitask and remain composed in a fast-paced environment
• Flexible availability, including evenings, weekends, and holidays

Physical Requirements

• Ability to stand and walk for extended periods
• Ability to occasionally lift up to 25 lbs
• Ability to use hotel systems and standard office equipment