Guest Experience Supervisor - Hotel Operations

[1003 AC Boulder] Fresca, LLC; Las Vegas (NV); On-site; USD 55,000 - 75,000; Full time

Job summary

Fresca, LLC is seeking an Hotel Supervisor to oversee Front Desk, VIP Services, Rooms Control, Bell/Baggage, and Valet, ensuring seamless guest experiences and strong team performance. You will coach staff, monitor operations, and partner with leadership to optimize room utilization and service standards.

Ideal candidates have leadership experience in hospitality, excellent communication, and the ability to balance guest satisfaction with safety and policy compliance in a fast-paced environment.

Qualifications

• 1 year of leadership or progressive responsibility in hospitality experience preferred.
• Previous experience in Front Desk or VIP Services strongly preferred.
• Ability to lead and guide team members in a fast-paced or customer-facing environment.
• Strong interpersonal and communication skills to support training, feedback, and conflict resolution.
• Strong communication skills for one-on-one and group settings.
• Ability to de-escalate situations and deliver high-level guest service under pressure.
• Demonstrated ability to prioritize tasks, manage time effectively, and follow through on responsibilities.
• Flexible and adaptable to changing operational needs and shift schedules.
• Committed to upholding a safe, respectful, and inclusive work environment.
• Basic understanding of department KPIs, labor management, or guest service standards.
• Ability to access and input information using a moderately complex computer system, including knowledge of LMS preferred.
• Skilled in Microsoft Office Suite, including Outlook, Excel, and Word; familiarity with collaboration tools like Microsoft Teams.

Responsibilities

• Assist in scheduling, training, supervising, and coaching department staff to promote strong performance, engagement, and service consistency
• Monitor and support daily operations to ensure alignment with company standards, safety protocols, and guest satisfaction goals
• Serve as a point of contact for resolving team member or guest concerns, escalating issues as needed to department leadership
• Supervise the daily operations of Front Desk, VIP Services, Rooms Control, Bell/Baggage, and Valet to ensure efficiency, responsiveness, and guest satisfaction
• Collaborate with leadership to plan for hotel promotions, special events, and sales group arrivals, ensuring maximum room utilization and rate optimization
• Recommend changes in room rates based on demand, trends, and performance analysis
• Monitor compliance with established departmental procedures to ensure operational efficiency and protection of company assets
• Investigate discrepancies, shortages, or errors and take corrective actions as needed
• Enforce credit and payment policies, including action on overdue accounts and coordination of collections where necessary
• Support the accurate completion of administrative functions, such as attendance tracking, supply ordering, or reporting
• Assist with payroll processes, scheduling adjustments, and labor compliance as directed by department management
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company's guest service culture standards
• Perform other duties as assigned

Skills

Leadership

Scheduling

Training

Coaching

Guest service

Communication

Problem-solving

Education

High School Diploma or equivalent

Associate or Bachelor's degree in Hospitality (preferred)

Tools

Microsoft Office

Outlook

Excel

Word

Job description

Fresca, LLC is seeking an Hotel Supervisor to oversee Front Desk, VIP Services, Rooms Control, Bell/Baggage, and Valet, ensuring seamless guest experiences and strong team performance. You will coach staff, monitor operations, and partner with leadership to optimize room utilization and service standards.

Ideal candidates have leadership experience in hospitality, excellent communication, and the ability to balance guest satisfaction with safety and policy compliance in a fast-paced environment.