Guest Service Lead — Front Desk Supervisor

WSLM Recruiting; Kapolei (HI); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

401(k) with match

Hotel discounts at Western States Lodg

Health insurance + HSA

PTO & Vacation

Job summary

Residence Inn Kapolei is seeking a Guest Service Supervisor to lead the desk, elevate guest experiences, and drive smooth daily operations in a hands-on leadership role.

You will work closely with the General Manager, training new staff and ensuring front desk excellence across check-in/check-out, service recovery, and brand standards. This role requires a customer-first mindset and strong communication.

Qualifications

• 1–3 years of Front Desk or Guest Services experience preferred.
• Previous supervisory experience preferred.
• Excellent customer service and guest-focused approach.
• Basic leadership skills to coach, support, and provide feedback to Front Desk associates.
• Strong verbal and written communication skills.

Responsibilities

• 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.

Skills

Guest service

Supervisory experience

Customer service

Front desk operations

Communication skills

Cash handling

Training & onboarding

Education

High school diploma or equivalent

Tools

PMS software

Job description

Residence Inn Kapolei is seeking a Guest Service Supervisor to lead the desk, elevate guest experiences, and drive smooth daily operations in a hands-on leadership role.

You will work closely with the General Manager, training new staff and ensuring front desk excellence across check-in/check-out, service recovery, and brand standards. This role requires a customer-first mindset and strong communication.