Guest Services Supervisor

Job Title:

Guest Services Supervisor Department:

Guest Services Status:

Non-Exempt /

Full-Time Reports To:

Guest Services Manager Who We Are - The Wilson Hospitality Difference At Wilson Hospitality, we don't just operate hotels—we build teams that take care of people first. Our culture is rooted in service, accountability, and growth.

We believe:

People come before processes Excellence is a daily standard, not a goal Growth and development are part of every role Our core values— Kindness, Excellent Attitude, Focus, Clean-Clean, and Efficiency —guide every interaction with our guests and each other. Why This Role Matters The Guest Services Supervisor is critical to the guest experience and the strength of our front desk team.

This role directly impacts:

Guest satisfaction and loyalty through first and last impressions Team performance and morale through coaching and leadership Operational consistency by ensuring standards are executed daily You are not just supervising a desk—you are shaping the guest experience and developing future leaders. What Success Looks Like First 30 Days Learn Wilson Hospitality standards, systems (including Quore), and brand expectations Build relationships with team members and leadership Demonstrate strong guest interaction and service recovery skills 60 Days Confidently lead shifts across all three schedules Actively coach team members and reinforce service standards Identify opportunities to improve efficiency and guest satisfaction 90 Days Fully own shift execution and team accountability Consistently deliver strong guest service scores and operational accuracy Begin developing team members for growth and advancement How Leadership Supports You At Wilson Hospitality, you are not alone in your role.

Leadership is committed to:

Providing clear expectations and structured processes (TMGD) Offering ongoing coaching, feedback, and development Supporting you with resources, staffing strategies, and training tools Creating opportunities for advancement and skill-building We invest in our leaders so they can invest in their teams. Career Growth Opportunities This role is a stepping stone into advanced leadership within Wilson Hospitality.

Growth paths may include:

Guest Services Manager Assistant General Manager General Manager Corporate or Regional Leadership Roles We prioritize promoting from within and developing leaders who align with our culture. Scope of Responsibility Supervise Guest Services team members to ensure all tasks are completed efficiently, professionally, and in alignment with Wilson Hospitality standards. Essential Responsibilities Manage team member attendance, call-outs, and shift coverage Be available for communication and support as needed Work and lead across all three shifts Train and coach new and existing team members Supervise daily Guest Services operations and provide hands-on support Deliver exceptional guest interactions at all times Answer phones promptly and professionally (within three rings when possible) Ensure accurate and efficient check-in/check-out processes Review daily arrivals, VIPs, and special requests Audit guest folios and resolve outstanding balances Utilize and reinforce use of Quore for communication and tracking Monitor cash logs and investigate discrepancies Resolve guest concerns quickly and professionally Communicate issues and updates through daily reports Prepare for group arrivals and special events Manage inventory of supplies and service recovery items Support housekeeping operations monthly to maintain cross-functional readiness Our Way All Wilson Hospitality team members are responsible for taking care of people—first . We maintain the highest professional standards in all guest and team interactions.

Job Specifications Education:

High School Diploma or equivalent

Experience:

Customer service experience preferred

Skills:

Strong communication (read, write, speak English) Computer proficiency Problem-solving and leadership ability Physical Requirements Standing and walking for extended periods (up to 100% of shift) Bending and lifting up to 50 lbs Working Conditions Work independently and with a team Frequent guest interaction Regular decision-making and supervisory responsibilities Safety Statement All employees are responsible for identifying and reporting safety hazards and maintaining a safe environment for guests and team members. Important Note This job description is not a comprehensive list of all duties. Responsibilities may evolve based on business needs.

Job Type:

Full-time Pay:

$16.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Health insurance Paid time off Vision insurance

Experience:

Hotel experience: 1 year (Preferred) Shift availability: Day Shift (Preferred) Night Shift (Preferred) Overnight Shift (Preferred)

Work Location:

In person