Guest Service Supervisor

Drury Hotels; Birmingham (AL); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

Quarterly bonus opportunity

Flexible scheduling

Paid time off

Hotel discounts

401(k) matching

Medical, dental, and vision insurance

Job summary

Drury Hotels in Birmingham, Alabama is seeking a candidate to supervise the front desk and guest service positions. You will ensure that our policies are consistently communicated and followed while providing exceptional service to all guests. We emphasize a positive work environment and superior customer service standards.

The ideal candidate will be motivated, detail-oriented, and capable of training team members. Flexibility in scheduling and other incentives are provided.

Qualifications

• Strong ability to communicate clearly in English.
• Experience in training and motivating team members.
• Knowledge of hotel policies and procedures.

Responsibilities

• Supervise front desk and guest service positions.
• Ensure policies are communicated and followed.
• Provide exceptional guest service and resolve complaints.
• Perform duties of guest service agent and night audit.

Skills

Customer service skills

Communication skills

Leadership qualities

Attention to detail

Job description

Property Location: 160 State Farm Parkway - Birmingham, Alabama 35209

BENEFITS

• Incentives - Quarterly bonus opportunity of up to $3,200 annually (bonus is separate from base salary)
• 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
• Health and well-being - Medical, dental, vision, prescription, life, disability and Team Member Assistance Program
• Retirement - Company-matched 401(k)
• Award-winning - Ranked among Newsweek's America's Greatest Workplaces 2025

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.

Performs duties of guest service agent, night audit or other positions as needed.

GENERAL KNOWLEDGE, SKILL AND ABILITY

Requires ability to give and take written and oral direction. Requires 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. 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.

Drury Hotels is an equal opportunity /affirmative action employer.