Guest Services Supervisor

234 rooms | 16,000 sq. ft. meeting/event space

Amenities: contemporary rooms, rooftop pool, five signature dining venues, vibrant communal spaces.

A restored Art Deco hotel just steps from the New Orleans French Quarter, The Barnett offers an authentic New Orleans experience with curated events, live music, and standout food and beverage. Its versatile meeting and event spaces, combined with proximity to the Caesars Superdome, create an engaging environment for hospitality professionals serving both business and leisure travelers.

As one of the most distinctive hotels in New Orleans Warehouse District, The Barnett pulses with New Orleans energy, only blocks away from Caesar’s New Orleans and the Caesar’s Superdome. Designed to blend luxury with comfort, immaculate guest rooms cultivate a sense of ease. Each boasts vintage-inspired decor, plush bedding, and standout amenities that cater to every need. The Barnett provides a sophisticated, stylish retreat that embodies the spirit of its surroundings, ensuring an unforgettable experience for every guest.

The Guest Services Supervisor is a hands-on leader who supports the Director of Front Office in delivering exceptional guest experiences and ensuring smooth daily front desk operations. This role requires a positive, energetic, and hospitality-driven individual who thrives in a fast-paced environment, leads by example, and inspires the team through real-time coaching and support. The ideal candidate is highly organized, adaptable, creative, and passionate about hospitality. They approach challenges with patience and a solutions-oriented mindset, finding ways to turn guest requests into positive experiences while empowering the team to do the same.

MINIMUM REQUIREMENTS

Education

- High school diploma or equivalent required.

Experience

- 1–2 years of hotel front desk or guest services experience preferred.
- Previous supervisory or team lead experience preferred.
- Experience with hotel billing, reservations, and guest account management is a plus.
- Experience with Opera Cloud, HyGEO, or similar hotel management systems preferred.
- Previous Hyatt experience preferred.
- Bilingual or multilingual abilities are a plus.

Skills and Knowledge

- Genuine passion for hospitality with a warm, welcoming, and guest-focused approach.
- Strong interpersonal and communication skills with the ability to connect with guests and colleagues from diverse backgrounds.
- Positive, enthusiastic leadership style that motivates, encourages, and supports team members.
- Ability to lead by example and provide constructive, in-the-moment coaching.
- Exceptional patience, empathy, and professionalism when navigating challenging guest interactions.
- Creative, solutions-oriented mindset with the ability to turn challenges into opportunities and find alternatives when guest requests cannot be accommodated.
- Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
- Adaptable, innovative, and receptive to change, with a willingness to identify and implement improvements.
- Strong problem-solving and decision-making skills with the ability to remain calm under pressure.
- Understanding of front desk operations, cash handling, billing, and reservation procedures.
- Proficiency in Microsoft Office, including Outlook, Word, and Excel.
- Open availability to work a flexible schedule, including days, evenings, weekends, and holidays, based on business needs.
- Ability to stand and remain active for extended periods throughout the shift.

JOB DUTIES

- Support the Director of Front Office in executing daily front desk operations, maintaining service standards, and ensuring a seamless guest experience.
- Maintain an active, hands-on presence at the front desk, assisting with check-ins, check-outs, reservations, billing inquiries, and daily guest needs.
- Lead by example by consistently demonstrating exceptional hospitality, professionalism, a positive attitude, and a willingness to assist wherever needed.
- Serve as a positive influence and team cheerleader, fostering an encouraging, collaborative, and supportive work environment.
- Provide real-time guidance, coaching, and feedback to Guest Services Agents to reinforce service standards, build confidence, and support professional development.
- Assist with VIP arrivals, special requests, room assignments, and personalized guest experiences, ensuring attention to detail and thoughtful execution.
- Take an active role in guest service recovery, addressing concerns with patience, empathy, creativity, and a sense of urgency.
- Approach guest requests with a solutions-oriented mindset, exploring alternatives and finding ways to create a positive outcome even when the original request cannot be fulfilled.
- Support the team in navigating challenging guest interactions, providing guidance and stepping in when necessary to ensure professional and thoughtful resolutions.
- Assist in maintaining accurate reservations, guest billing, payment processing, and front desk documentation.
- Communicate effectively with Housekeeping, Engineering, Valet, and other departments to coordinate guest requests, room readiness, and service delivery.
- Remain organized and attentive to operational details while balancing competing priorities in a high-volume environment.
- Identify opportunities to improve processes, enhance guest satisfaction, and increase team efficiency through creative and innovative solutions.
- Embrace operational changes with flexibility and a positive attitude, helping the team adapt to evolving business needs and expectations.
- Support the training and onboarding of new Guest Services Agents, reinforcing hotel procedures, brand standards, and service expectations.
- Maintain a clean, organized, and welcoming front desk and lobby environment.
- Uphold hotel policies, safety procedures, and brand standards while promoting accountability and consistency across the team.
- Perform additional duties as assigned by Front Office leadership.

HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements .