Guest Service Supervisor

Drury Hotels Company, LLC; Fairview Heights (IL); On-site; USD 26,000 - 38,000; Full time

Benefits offered by this job

Quarterly bonus up to $3,200

Flexible scheduling

Paid time off

Hotel discounts

Free room nights

Mentorship and development

401(k) retirement plan

Award-winning employer

Job summary

Drury Hotels Company, LLC is seeking a front desk supervisor at Drury Inn & Suites in Fairview Heights, IL. You will assist the management team in supervising guest service staff and ensuring daily operations run smoothly with a focus on outstanding service.

You will train teammates, enforce policies, and maintain a safe, welcoming environment. Excellent English communication and money handling are essential in this role.

Qualifications

• Manages front desk/guest service teams under supervision.
• Communicates Drury Hotels' policies and procedures clearly.
• Trains guest service team members.
• Delivers courteous, efficient, friendly service to guests.
• Responds to inquiries and complaints with a +1 Service attitude.
• Maintains safe and secure environment for guests and team members.

Responsibilities

• Assist management with supervising front desk/guest service positions.
• Ensure policies and procedures are followed at all times.
• Motivate and inspire team members to exceed expectations in service.
• Assist with training guest service team members.
• Provide courteous, efficient, friendly service to all guests.
• Respond promptly to inquiries, requests, and complaints with a +1 Service attitude.

Skills

Team leadership

Guest service

Communication

Policy knowledge

Training

Marketing & sales programs

Money handling

Safety awareness

Job description

Property Location: Drury Inn & Suites - 12 Ludwig Drive , Fairview Heights, Illinois 62208. You belong at Drury Hotels. Getting a job is just the beginning. Finding a place where you belong is what truly matters. Who you are and what you do makes a difference at Drury Hotels. There's a place for you here today and tomorrow.

WHAT YOU CAN EXPECT FROM US

• 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

This role is eligible for a discretionary quarterly “+1 Service” bonus.

Drury Hotels strives to offer a competitive compensation at the market median, as well as a comprehensive benefits offering which includes paid time off, and optional medical, dental, vision, short term disability, and life insurance plans.

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.

Rise. Shine. Work Happy. Hiring Immediately!

The pay range is $18.74 - $27.49.

The starting wage may be above the minimum rate, based on relevant experience, skills, and education.

We will be accepting applications on an ongoing basis.

As part of our team, you will be empowered to grow and encouraged to shine.

As a family-owned and operated hotel system, we honor and enhance the Drury legacy of world-class hospitality excellence. That’s the Drury Way.

Our 6,100+ team members work together—across 150 hotels in 30 states—to make sure every guest receives the very best service and value.

Together we continue to grow, carefully and with clear vision, as a family of thriving hotels nationwide.

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