Guest Service Supervisor

Guest Service Supervisor | Lead the Desk. Elevate the Stay.

Are you a hospitality professional who thrives on creating great guest experiences while helping a team perform at its best? We’re looking for a Guest Service Supervisor to help lead our Guest Service team, ensure smooth daily operations, and create the welcoming, responsive service our guests expect.

This is a hands‑on leadership role for someone who enjoys working directly with guests, supporting and developing associates, and keeping front desk operations organized and running smoothly. You’ll work closely with the General Manager and play an important role in both the guest experience and the overall success of the hotel.

• Competitive Pay - hourly.
  • The starting rate is based on experience and qualifications. This position participates in our compensation program, which provides opportunities for future pay growth based on performance and career development.
• 401(k) with a dollar‑for‑dollar company match up to 4%
• Hotel discounts at select Western States Lodging & Management properties

• Medical, Dental, and Vision insurance plans plus Health Savings Account (HSA) options
  • Optional supplemental benefits, including accident, critical illness, hospital indemnity, and other coverage options.
• Personal Time Off (PTO) and Vacation benefits

• Supervise the daily operations of the Guest Service team, ensuring efficient workflow and consistent guest service.
• Lead by example by responding promptly, professionally, and positively to guest needs.
• Assist guests with check‑in, check‑out, questions, requests, and service recovery when needed.
• Assist with training and onboarding new Guest Service associates on procedures, service standards, and brand expectations.
• Create and maintain the Front Desk schedule and ensure appropriate shift coverage.
• Assist with pre‑registration, reservation blocking, and preparation for incoming groups and special arrivals.
• Ensure Front Desk associates follow established cash‑handling, credit, and check‑cashing policies and procedures.
• Maintain knowledge of hotel demand segments, business sources, rates, and inventory.
• Help ensure rates and room inventory are loaded and maintained accurately.
• Assist the General Manager with accounts receivable, payroll, city ledger billing, and other administrative or operational responsibilities.
• Stay current on brand‑specific Front Desk standards, requirements, and promotions.

• High school diploma or equivalent required.
• 1–3 years of Front Desk, Guest Services, or similar hospitality experience preferred.
• Previous experience in a supervisory, lead, or similar role is preferred.
• Excellent customer service skills with a friendly, professional, and guest‑focused approach.
• Basic leadership skills with the ability to coach, support, and provide feedback to Front Desk associates.
• Strong verbal and written communication skills.
• Ability to professionally communicate with guests, clients, associates, and leadership.
• Computer proficiency and experience with hotel management, property management, or reservation systems.
• Understanding of Front Desk procedures, reservations, cash handling, and guest service standards.
• Flexibility to work some weekends and holidays as necessary.

This position requires frequent walking and standing, as well as the ability to bend, stoop, sit, stand, and reach throughout the workday. Associates must be able to use appropriate body mechanics and lifting techniques to occasionally lift items weighing up to approximately 25 pounds. Reasonable accommodations may be made to enable qualified individuals to perform the essential…