Guest Service Supervisor

Drury Hotels; Arlington (TX); On-site; USD 42,000 - 58,000; Full time

Benefits offered by this job

Flexible scheduling

Paid time off

Hotel discounts

Free room nights

Mentorship and cross-training

Management training

401(k) match

Award-winning workplace

Quarterly bonuses

Job summary

Drury Hotels is seeking a front desk supervisor to assist the management team in supervising front desk and guest service staff. You will ensure policy adherence, motivate teams, and deliver high standards of guest service while supporting training initiatives and operational excellence.

You will foster a positive work environment, respond promptly to inquiries, and uphold the +1 Service Attitude across all guest interactions, contributing to overall guest satisfaction and team performance.

Qualifications

• Ability to give and receive written and oral direction.
• Clear English communication with guests and team members.
• Ability to train, motivate and inspire team members to perform beyond expectations.
• Knowledge of Drury Hotels’ policies and procedures.
• Awareness of marketing and sales programs.

Responsibilities

• Supervise front desk / guest services staff under general supervision.
• Ensure policies and procedures are consistently communicated and followed.
• Train guest service team members and maintain integrity and leadership.
• Provide courteous, efficient, friendly service to guests and applicants.
• Respond promptly to inquiries, requests and complaints with a positive service attitude.

Skills

Leadership

Customer service

Communication

Training

Job description

Our people make all the difference in our success.

WHAT YOU CAN EXPECT FROM US

So. Much. More.

Just as our guests deserve more, so do you deserve more. Be valued for what you do and who you are ... and well compensated for all you accomplish.

• Work-life-balance– Flexible scheduling, paid time off, hotel discounts and free room nights
• Career growth - Mentorship, cross-training, development plans, management training, and more-over 200 internal promotions this year
• Retirement - Company-matched 401(k)
• Award-winning - Ranked among Newsweek's America's Greatest Workplaces 2025
• Incentives - Quarterly bonuses up to $3200/year (we succeed together!) based on hotel results

BASIC FUNCTION & JOB DUTIES:

Under general supervision, assists management team with supervising the front desk / guest service positions of the hotel.

Ensures Drury Hotels’ policies and procedures are consistently communicated and followed at all times. Always maintains a high standard of integrity, provides motivation and demonstrates positive leadership characteristics which inspire team members to exceed expectations through superior customer service standards. Assists with training guest service team members.

Ensures an exceptional guest experience by providing courteous, efficient, friendly service to all guests and potential guests in a professional manner. Responds promptly and efficiently to inquiries, requests and complaints with a +1 Service Attitude. Contributes to maintaining a positive work environment at all times for our diverse team and guests.

GENERAL KNOWLEDGE, SKILL AND ABILITY:

Requires ability to give and take written and oral direction. Requires the ability to communicate clearly in English to relate to guests and team members. Requires thorough knowledge of Drury Hotels’ policies and procedures. Requires ability to train, motivate and inspire team members to perform at and above Company expectations. Requires thorough knowledge of marketing and sales programs. Performs duties of guest service agent, night audit or other positions as needed. Requires ability to handle money, make change and utilize office machines in normal day-to-day activities. Monitors hotel facilities and team member work habits to ensure a safe / secure environment for team members and guests; observes and corrects unsafe conditions. Requires ability to give attention to detail. May require some travel.