Guest Services Supervisor (FT) (AM/PM)

LOCATION

Catamaran Resort Hotel & Spa
The Catamaran Resort Hotel and Spa is a Polynesian-themed destination located on the shores of Mission Bay and mere steps from San Diego’s famous Pacific Beach. The resort features 310 rooms and suites, lush tropical gardens, and award-winning dining at Oceana Coastal Kitchen.

The Catamaran Resort Hotel and Spa is owned by Evans Hotels, LLC, a family-owned and operated business committed to supporting and enhancing employee well-being through a variety of programs that nurture our staff professionally and personally. We offer hands-on manager and leadership training, employee appreciation days, and staff awards and recognition. Our team is also dedicated to serving our community through initiatives like company-wide beach clean-ups and volunteer opportunities.

SUMMARY
The Guest Services Supervisor ("Supervisor/a de Servicios al Huésped") is responsible for overseeing the daily operations of the Bell and Valet departments while supporting the overall Front Office operation. This position provides hands-on leadership throughout the guest arrival and departure experience, ensuring efficient vehicle and luggage service, proper staffing and coverage, and consistent service delivery. The Guest Services Supervisor ensures that all guest interactions and departmental operations reflect the hotel’s service standards, values, and commitment to an exceptional guest experience.

PAY & PERKS

• Compensation: $21.20**
• Earn $1000 for Culinary, Engineering, Housekeeping, and $350 for all other roles for each hired referral at any Evans Hotels property.
• Discounted Hotel Rooms for you, family and friends.
• Free Employee Parking and/or discounted MTS Pronto card.
• Free Meals & Refreshments during working shifts.
• Career advancement opportunities!
• Health (including SIMNSA), Dental, Vision, 401k with match, life insurance, sick and vacation time.
• Discounts on cell phone bills, shoes, gym memberships, and more!

ESSENTIAL DUTIES

• Supervise and coordinate daily Bell and Valet operations, ensuring efficient and professional guest service.
• Monitor guest arrivals and departures and adjust staffing and positioning based on occupancy, events, groups, and business levels.
• Oversee Valet operations, including vehicle flow, parking and retrieval procedures, key and ticket control, vehicle staging, and traffic management.
• Ensure Valet associates follow established vehicle handling, safety, security, and incident/damage reporting procedures.
• Oversee Bell services, including luggage handling and storage, guest deliveries, transportation assistance, and arrival and departure support.
• Conduct pre-shift meetings and communicate daily priorities, VIP arrivals, groups, events, transportation needs, and operational updates.
• Recruit, train, coach, and mentor team members, fostering a high-performing, service-oriented culture.
• Promote teamwork and employee engagement, ensuring alignment with company values and performance expectations.
• Maintain a visible leadership presence throughout the lobby, Front Desk, valet area, hotel entrance, and guest arrival and departure areas.
• Support Front Desk supervisory responsibilities as needed, including check-in/check-out activity, guest requests, associate support, and operational issues.
• Resolve guest concerns and service recovery situations promptly and professionally.
• Ensure team members follow up on guest requests to confirm they were completed to the guest’s satisfaction.
• Review Medallia and internal guest satisfaction scores to identify service trends and opportunities for training and improvement.
• Partner with Front Office and other departments to ensure seamless guest service.
• Perform additional duties and responsibilities as directed by the leadership team.