Guest Service Supervisor

Drury Hotels; Pigeon Forge (TN); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Quarterly bonus up to $3,200

Flexible scheduling and PTO

Hotel discounts and free room nights

Mentorship and training

Health and wellness benefits

Company-matched 401(k)

Award-winning workplace

Job summary

Drury Hotels is hiring for a front desk/guest service supervision role in a dynamic hotel team. You will assist management in overseeing front desk operations, promoting excellent guest experiences, and guiding staff to deliver courteous, efficient service with a positive attitude.

The role emphasizes training, leadership, and adherence to hotel policies, with opportunities for growth and a collaborative work environment at our property in Pigeon Forge.

Qualifications

• Experience supervising front desk/guest service positions.
• Clear, proactive communication in English.
• Thorough knowledge of hotel policies and procedures.
• Ability to train, motivate and inspire team members to meet expectations.
• Commitment to superior customer service standards.

Responsibilities

• Assist management in supervising the front desk/guest service team.
• Ensure policies and procedures are communicated and followed.
• Provide courteous, efficient, and friendly service to guests and prospects.
• Respond promptly to inquiries, requests, and complaints with a positive service attitude.
• Help train guest service staff and promote a positive work environment.

Skills

Leadership

Customer service

Communication

Training

Job description

Property Location:

Corporate - 140 Jake Thomas Road , Pigeon Forge, Tennessee 37863

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

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.

• 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!