Guest Service Supervisor

Drury Hotels Company, LLC; Flagstaff (AZ); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Incentives – Quarterly bonus up to $3,

hotel discounts

paid time off

free room nights

Career growth – Mentorship and more

Job summary

Drury Plaza Hotel in Flagstaff, Arizona, seeks a front desk/guest services supervisor to ensure policy compliance and excellent guest service. You will assist management, train staff, and lead by example with a +1 Service Attitude.

The role requires strong communication, integrity, and the ability to handle money and train others. May involve some travel and shifts to support guest needs.

Qualifications

• Ability to follow written and oral directions.
• Clear English communication with guests and team members.
• Thorough knowledge of Drury Hotels’ policies and procedures.
• Ability to train, motivate and inspire team members.
• Knowledge of marketing and sales programs.
• Duties may include guest service agent, night audit, or other roles as needed.
• Ability to handle money, make change, and use office machines.

Responsibilities

• Assist management in supervising front desk / guest service positions of the hotel.
• Ensure Drury Hotels’ policies and procedures are communicated and followed.
• Maintain a high standard of integrity and provide positive leadership.
• Assist with training guest service team members.
• Provide courteous, efficient, friendly service to guests and potential guests.
• Respond promptly and efficiently to inquiries and complaints with a +1 Service Attitude.
• Contribute to maintaining a positive work environment for our diverse team and guests.

Skills

Written and oral direction

English communication

Policy knowledge

Training and motivation

Marketing and sales knowledge

Guest service experience

Money handling

Tools

Office machines

Job description

Property Location: Drury Plaza Hotel - 300 South Milton Road , Flagstaff, Arizona 86001

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

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! At Drury Hotels, we prioritize our team's personal growth and career development. As part of our team, you will be empowered to grow and encouraged to shine. At Drury Hotels, we offer our guests more than a place to sleep. We provide a place to feel welcome. Happy. At home. 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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