Guest Experience Supervisor - Front Desk Lead

Embassy Suites Scottsdale; Scottsdale (AZ); On-site; USD 42,000 - 60,000; Full time

Job summary

Embassy Suites Scottsdale is seeking an experienced Front Office/Guest Service professional to support daily operations and uphold hotel standards for guest satisfaction. You will supervise front desk activities, assist in hiring and training, and ensure accurate cash handling and reporting.

The role emphasizes strong leadership, efficient guest check-in/out, and proactive guest issue resolution, with collaboration across departments to drive occupancy and revenue strategies.

Qualifications

• Must be able to communicate effectively in English and understand guest requests.
• Excellent leadership capability and customer relations skills are required.
• Detail oriented with strong organizational and communication abilities.
• Basic computer skills are required to perform reservations, check-in/out and reporting.
• Knowledge of Windows OS, MS Office, PMS, PBX, Key system and POS is preferred.

Responsibilities

• Assist the Front Office Manager in daily operations of the Front Desk and Guest Service areas to meet hotel standards.
• Oversee guest registration, check-out and telephone service with professional courtesy.
• Direct and train Front Office staff and assist with new-hire training and performance appraisals.
• Monitor Guest Satisfaction Surveys and respond to guest comments.
• Support staffing and scheduling to align with hotel demand and ensure efficient operations.
• Assist with recruitment, staff transactions and maintaining proper cash handling procedures.

Skills

Leadership

Customer relations

Communication

Organizational skills

Problem solving

Attention to detail

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Windows OS

MS Office

PMS

PBX

Key system

POS

Job description

Embassy Suites Scottsdale is seeking an experienced Front Office/Guest Service professional to support daily operations and uphold hotel standards for guest satisfaction. You will supervise front desk activities, assist in hiring and training, and ensure accurate cash handling and reporting.

The role emphasizes strong leadership, efficient guest check-in/out, and proactive guest issue resolution, with collaboration across departments to drive occupancy and revenue strategies.