Guest Services Supervisor

Hyatt Hotels Corporation; Houston (TX); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Free room nights

Medical, Dental, Vision insurance

401K with company match

Paid Time Off

Tuition reimbursement

Employee Stock Purchase Plan

Retail discounts

Job summary

Hyatt Hotels Corporation seeks a Guest Services Supervisor for Thompson Houston. The role oversees Bell and Concierge operations, delivering elevated guest experiences from pre-arrival to departure.

You will coordinate VIP arrivals, special accommodations, and transportation, while coaching staff and maintaining service standards across departments. Join a luxury hotel team renowned for leading hospitality with empathy and integrity.

Qualifications

• Refined verbal and written communication skills.
• Ability to stand and walk for extended periods.
• Strong leadership and coaching abilities.
• 1–2 years in hotel Guest Services, Front Office, Concierge, Bell Services, or related role.
• Ability to handle guest concerns with professionalism and urgency.
• Excellent organizational skills with multi-priority management.
• Knowledge of luxury hospitality standards and personalized guest experiences.
• Flexibility for evenings, weekends, holidays, and MOD shifts.
• Supervisory experience in a luxury hotel environment.
• Experience coordinating VIP amenities and pre-arrival planning.
• Familiarity with hotel PMS and guest engagement platforms.

Responsibilities

• Oversee daily operations of Bell and Concierge teams to ensure elevated guest experiences.
• Serve as a key ambassador of the hotel's service culture from pre-arrival to departure.
• Coordinate guest requests, VIP arrivals, special accommodations, and transportation arrangements.
• Coach and train team members; maintain departmental standards.
• Collaborate with Front Office leadership to drive guest satisfaction and operational excellence.
• Occasionally serve as Manager on Duty (MOD) under Front Office Manager guidance.

Skills

Guest Services

Leadership

VIP coordination

Front Office

Concierge

Bell Services

Hospitality

Tools

Property Management Systems

Guest engagement platforms

Job description

Close Inclusive Collection Job Postings Notification

"I believe successful people are the ones who take the initiative to learn, unlearn and relearn. It’s important to constantly challenge your knowledge and step out of your comfort zone."

Peggy Focheux Duval: Director of Learning & Development, France

Thompson Houston is now hiring new colleagues to join the hotel’s opening team. Set in a soaring 36-story skyscraper, Thompson Houston + The Residences at the Allen is the city’s newest and most fashionable landmark. This architectural marvel sets a stylish scene for influential locals, seasoned globetrotters, and cultural tastemakers to meet and connect, luxuriate, and celebrate. The hotel’s coveted location in verdant Buffalo Bayou Park centers the property as a veritable oasis within the city. Newly opened, this luxury oasis boasts 172 luxury guestrooms, including 34 breathtaking suites, and a private collection of 100 residences. Unmatched amenities include a full-service spa, a well-equipped fitness center, several destination restaurants, a private heliport, an expansive one-acre pool deck, and over 17,000 square feet of flexible meeting and event spaces. As a Thompson Houston colleague, you will enjoy the following benefits:

• Free room nights, Discounted and Friends & Family Room Rates
• Medical, Dental, and Vision Insurance with only a 30-day waiting period!
• 401K with company match
• Generous Paid Time Off
• Paid Family Bonding Time and Adoption Assistance
• Tuition Reimbursement
• Employee Stock Purchase Plan
• Discounts at various retailers –Apple, AT&T, Verizon, Headspace, and many more

Job Description

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences. Supervisors possess strong leadership, communication, and relationship-building skills. They are expected to support senior leadership by developing and assuming management responsibilities while leading by example and fostering a culture of exceptional hospitality.

The Guest Services Supervisor plays a highly visible role in creating memorable guest experiences by overseeing the daily operations of the Bell and Concierge teams. This position serves as a key ambassador of the hotel's service culture, ensuring a consistent and elevated guest experience from pre-arrival through departure. The Guest Services Supervisor is responsible for maintaining an active and engaging presence in the lobby, serving as a primary point of contact for guests, resolving concerns, anticipating needs, and ensuring seamless service delivery. This role oversees all aspects of the pre-arrival experience, including coordinating guest requests, VIP arrivals, special accommodations, transportation arrangements, and personalized guest engagement efforts.

Additional responsibilities may include coaching and developing team members, conducting training, maintaining departmental standards, and collaborating with Front Office leadership to drive guest satisfaction and operational excellence.

The Guest Services Supervisor may also serve as Manager on Duty (MOD) as needed, operating under the guidance and mentorship of the Front Office Manager while supporting hotel operations and guest relations across all departments.

Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it's career opportunities, job enrichment, or a supportive work environment, if you are ready for this challenge, then we are ready for you.

Qualifications

• Refined verbal and written communication skills.
• Ability to stand and walk for extended periods throughout the shift.
• Strong leadership skills with the ability to motivate, coach, and develop team members.
• Minimum of 1 to 2 years of hotel experience in Guest Services, Front Office, Concierge, Bell Services, or a related hospitality role.
• Ability to effectively handle guest concerns and resolve service opportunities with professionalism and urgency.
• Excellent organizational skills with the ability to manage multiple priorities and maintain attention to detail.
• Knowledge of luxury hospitality standards and a passion for creating personalized guest experiences.
• Flexibility to work evenings, weekends, holidays, and Manager on Duty shifts as operational needs require.
• Previous supervisory experience in a luxury hotel environment.
• Experience coordinating VIP amenities, guest recognition programs, and pre-arrival planning.
• Familiarity with hotel property management systems and guest engagement platforms.
• Proven ability to build relationships across departments and drive service excellence.

Our Values: Empathy | Integrity | Respect | Inclusion | Experimentation | Wellbeing

At Hyatt, we believe in the power of belonging-of making people feel at home no matter where they are in the world. We turn trips into journeys, encounters into experiences and jobs into careers. Join a team that is making travel more human. Connected. Sustainable. Here, everyone’s role matters. Opportunities are yours to shape. Your individuality is celebrated. At the heart of Hyatt is our shared belief that hospitality is more than just a job – it’s a career for people who care.

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