Review this Hospitality Supervisor/Team Lead job description for a reference when building your resume. Review the qualifications and requirements listed to get an understanding of what you need to include on your resume for what employers would look for in this field.
SUMMARY:
Hospitality Supervisors and Team Leads play a crucial role in managing and leading a team of staff in various hospitality settings, ensuring smooth operations, high service quality, and guest satisfaction. They oversee and guide their team to create positive experiences for customers and guests.
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FUNCTIONAL DUTIES:
- Team Leadership:
- Supervise and coordinate the work of hospitality staff, including servers, housekeeping, front desk personnel, and other team members.
- Set performance expectations, assign tasks, and conduct regular performance evaluations.
- Training and Onboarding:
- Train new team members and ensure they are familiar with company policies, standards, and customer service protocols.
- Conduct onboarding processes and provide ongoing coaching and development opportunities.
- Guest Services:
- Ensure that guest inquiries, concerns, and special requests are addressed promptly and to their satisfaction.
- Monitor customer feedback and reviews to make improvements in service quality.
- Operational Procedures:
- Ensure that staff adhere to established operational procedures, including check-in/check-out processes, housekeeping standards, and dining service protocols.
- Act as a resource for staff to answer questions and provide guidance.
- Scheduling and Shift Management:
- Contribute to staff scheduling and shift assignments to ensure adequate coverage.
- Monitor staff attendance, breaks, and adherence to scheduled shifts.
- Quality Control:
- Conduct regular quality assessments to ensure that established service and cleanliness standards are met.
- Address any issues or non-compliance promptly.
- Guest Relations:
- Act as the primary point of contact for guests, handling special requests, inquiries, and issues with professionalism and courtesy.
- Ensure that guests feel valued and well cared for during their stay or visit.
- Operational Reporting:
- Provide operational reports to higher management, detailing staff performance, guest satisfaction, and operational issues.
- Contribute to recommendations for improving operational efficiency and guest experience.
REQUIREMENTS:
- High school diploma or equivalent (required), bachelor’s degree in hospitality or a related field (preferred).
- Proven experience in a hospitality or supervisory role.
- Strong leadership and team management skills.
- Effective communication and interpersonal abilities.
- Knowledge of hospitality operations, customer service, and industry trends.
- Proficiency in relevant software applications, including property management systems.
- Flexibility to work irregular hours, including evenings, weekends, and holidays, based on the demands of the hospitality industry.
- Ability to handle stress and manage multiple responsibilities in a fast-paced environment.
Note: The specific responsibilities and qualifications for Hospitality Supervisors and Team Leads may vary depending on the size and type of hospitality establishment and the specific needs of the organization.
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