Hotel Guest Services Supervisor

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

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Hotel Guest Services Supervisor

Newcomer, Brady Service Workers Grand Rapids, MI, US

Salary Range: $20.00 To $23.00 Hourly

Creative Dining is hiring immediately for a full-time Hotel Guest Services Supervisor at Prince Conference Center.

• Location: 1800 E Beltline Ave SE, Grand Rapids, MI 49546
• Schedule: Full-time schedule. Must be available to work Monday - Friday.
• Requirement: 1-2 years of experience required.
• Pay Range: $20-23
• Position Reports to: Catering Manager

Prince Conference Center at Calvin University is looking for a Hotel Guest Services Supervisor who is passionate about hospitality, enjoys leading a team, and takes pride in creating memorable experiences for every guest. In this role, you will be a key leader in the hotel’s daily operations, helping ensure our guests receive friendly, responsive, and exceptional service from arrival to departure.

The Hotel Guest Services Supervisor works closely with the Hotel Manager and Food & Beverage Director to support a welcoming environment, address guest needs, develop team members, and continuously identify opportunities to elevate both the guest and employee experience.

What You'll Do

Lead & Support the Guest Services Team

• Lead, coach, and support guest services team members to provide exceptional hospitality and consistent service.
• Establish and maintain service standards, procedures, and expectations for the guest services team.
• Assign daily duties and shifts while monitoring team performance and ensuring hotel policies and procedures are followed.
• Assist with scheduling, hiring, onboarding, coaching, performance management, and employee development.
• Partner with the Hotel Manager to train employees on company policies, guest service standards, operating procedures, and proper equipment use.

Create an Exceptional Guest Experience

• Serve as a leader and resource for guests, responding to questions, requests, and concerns with professionalism and care.
• Investigate and resolve guest concerns involving guest services, housekeeping, maintenance, and other hotel operations.
• Follow up on guest feedback and identify opportunities to improve satisfaction.
• Coordinate with the Hotel Manager regarding VIP accounts and special guest arrangements.
• Assist with front desk, housekeeping, and other guest service responsibilities as needed.
• Conduct regular inspections of guest rooms and public areas to ensure cleanliness, appearance, safety, and overall quality meet established standards.
• Inspect and evaluate the physical condition of the hotel and communicate maintenance or operational concerns.
• Monitor guest supplies and hotel equipment inventory to ensure the team has the resources needed to provide excellent service.
• Help maintain a clean, welcoming, and comfortable environment throughout the property.
• Participate in weekly leadership meetings with department heads to discuss guest feedback, operational opportunities, company policies, and service improvements.
• Work collaboratively with hotel leadership to improve efficiency, communication, and the overall guest experience.
• Research and recommend new customer service materials, practices, and methods that can enhance hotel operations.
• Bring a positive, solutions-oriented approach to challenges and help create a strong culture of hospitality.

What We're Looking For

• Previous hospitality, hotel, guest services, or supervisory experience preferred.
• Strong communication and interpersonal skills.
• A genuine passion for helping people and creating positive guest experiences.
• Ability to lead, coach, and motivate a diverse team.
• Strong problem-solving and decision-making skills.
• Excellent organization and attention to detail.
• Ability to remain professional, calm, and welcoming when handling guest concerns.
• Ability to work collaboratively with hotel leadership and other departments.
• Flexibility to assist with a variety of hotel operations when needed.

Why This Role Matters

As a Hotel Guest Services Supervisor, you will play an important role in shaping the experience guests have throughout their stay. From supporting your team to resolving concerns and maintaining high hotel standards, your leadership will help create an environment where guests feel welcomed, valued, and cared for—and employees feel supported and empowered to succeed.

Physical Requirements & Work Environment

This position requires the ability to regularly sit, stand, walk, talk, hear, and use hands to handle or operate equipment. The employee will frequently walk and reach with hands and arms. The position regularly requires lifting and/or moving items up to 10 pounds and occasionally lifting and/or moving items up to 25 pounds.