The GSA Supervisor is directly responsible for overseeing the Front Desk (GSA) team, ensuring smooth and professional service delivery throughout all shifts. This position demands an organized and hands-on leader who ensures Front Desk Officers perform according to operational standards and deliver exceptional guest service.

Key Responsibilities (Aligned to Front Desk Officers):

• Supervision & Shift Oversight:
• Lead and manage the performance of Front Desk Officers during all operational hours.
• Ensure GSAs are present, properly assigned, and fulfilling duties during shifts.
• Step in to cover front desk duties when short-staffed to avoid service gaps.
• Compliance & Auditing:
• Conduct regular audits to ensure Front Desk Officers follow SOPs, safety, and guest service standards.
• Monitor grooming, behavior, and adherence to protocols.
• Reporting & Accountability:
• Review shift reports, logs, and guest feedback submitted by GSAs.
• Investigate issues raised during or after shifts.
• Submit Incident Reports (IRs) for non-compliance or violations by any GSA team member.
• Training & Development:
• Onboard and train new GSAs on front desk systems and guest handling.
• Provide coaching and corrective feedback to underperforming GSAs.
• Conduct regular performance checks and evaluations.
• Cross-Department Coordination:
• Work closely with housekeeping, maintenance, security, and other departments to ensure seamless guest experiences.
• Handle special requests, VIP arrivals, or guest complaints escalated by GSAs.