Guest Service Supervisor

Western States Lodging and Management; Arizona; On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

401(k) match

Hotel discounts

Medical/Dental/Vision

Job summary

Western States Lodging & Management is seeking a Guest Service Supervisor to lead our Guest Service team and ensure smooth daily operations at our Arizona property. You will mentor associates, respond to guest needs, and maintain a welcoming front desk experience from arrival to departure.

In this hands-on leadership role, you’ll supervise front desk staff, manage shift coverage, and collaborate with the General Manager to uphold brand standards and service excellence.

Qualifications

• High school diploma or equivalent.
• 1–3 years Front Desk/Guest Services experience.
• Supervisory/lead experience preferred.
• Excellent customer service and professional demeanor.
• Computer proficiency with hotel management systems.

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, inquiries, requests, and service recovery.
• Train and onboard new Guest Service associates on procedures and standards.
• Create and maintain Front Desk schedule and ensure shift coverage.
• Ensure cash handling, credit, and check-cashing policies are followed.

Skills

Customer service

Leadership

Communication

Education

High school diploma

Tools

Property management systems

Reservation systems

Hotel software

Job description

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.

What’s in it for you- Compensation & Benefits

• 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

Eligible full‑time associates are entitled to the following:

• 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

What You’ll Do

• 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.

What Makes You Successful

• 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.

Physical Requirements

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 functions of the position.

You Know You’re Successful When…

The Front Desk operates smoothly, shifts are appropriately covered, and your team feels supported, informed, and prepared to deliver excellent service. Guests receive friendly and responsive assistance from arrival through departure, concerns are handled professionally, hotel and brand standards are consistently followed, and the General Manager can rely on you as a trusted partner in keeping Front Desk operations organized and guest‑focused.

Bring Hospitality to Life

If you’re ready to take the next step in your hospitality career, develop your leadership skills, and help create memorable stays for every guest, we’d love to hear from you.

Why Join Western States Lodging & Management?

Western States Lodging & Management is a leading property management company with a diverse portfolio that includes nationally recognized hotel brands such as Hilton, Marriott, and IHG, Legacy Senior Living communities, and Nxt multifamily apartment communities throughout the western United States.

Our mission is simple: Serving You Like Family. That commitment extends beyond our guests and residents—it defines how we treat our associates and business partners. We believe that great people build great communities, which is why we invest in our team through meaningful work, ongoing professional development, and opportunities for long‑term career growth. At Western States Lodging & Management, we encourage every team member to serve as an Ambassador of our values, a trusted Consultant who brings knowledge and solutions, a Collaborator who builds strong relationships through teamwork, and a Coach who is passionate and empowers others to learn, grow, and succeed.

Whether you’re launching your career or bringing years of experience, you’ll find a workplace where your contributions are valued, your ideas are welcomed, and your potential is supported every step of the way.