Hotel Guest Experience Leader

Creative Dining Services; Grand Rapids (MI); On-site; USD 29,000 - 32,000; Full time

Job summary

Prince Conference Center at Calvin University is seeking a Hotel Guest Services Supervisor to lead the front desk and guest services team, delivering friendly, responsive, and exceptional service from arrival to departure.

You will work closely with the Hotel Manager and Food & Beverage Director to maintain standards, address guest needs, train staff, and identify improvements that elevate both guest and employee experiences.

Qualifications

• 1–2 years of hospitality/guest services or supervisory experience.
• Experience in hotel operations is preferred.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead, coach, and support guest services team to provide exceptional hospitality and consistent service.
• Establish and maintain service standards and procedures for the guest services team.
• Assign daily duties and shifts while monitoring team performance and policy adherence.
• Assist with scheduling, hiring, onboarding, coaching, and employee development.
• Train employees on policies, guest service standards, and operating procedures.
• Respond to questions, requests, and concerns with professionalism and care.
• Investigate and resolve guest concerns involving guest services, housekeeping, and operations.
• Inspect guest rooms and public areas to ensure cleanliness and safety.

Skills

Hospitality leadership

Communication skills

Team leadership

Customer service mindset

Job description

Prince Conference Center at Calvin University is seeking a Hotel Guest Services Supervisor to lead the front desk and guest services team, delivering friendly, responsive, and exceptional service from arrival to departure.

You will work closely with the Hotel Manager and Food & Beverage Director to maintain standards, address guest needs, train staff, and identify improvements that elevate both guest and employee experiences.