Job Description

We are seeking an experienced Guest Services Supervisor who is passionate about delivering exceptional hospitality while supporting the daily success of our Front Office operations. This role is responsible for providing outstanding guest service, leading front desk operations during assigned shifts, and supporting the Guest Services team through coaching, training, and operational guidance.

The ideal candidate is a knowledgeable hospitality professional who thrives in a fast-paced environment, enjoys developing others, and takes pride in creating memorable guest experiences. As part of the Rooms Division team, you will contribute to a collaborative culture while supporting our commitment to thoughtful service, operational excellence, and sustainability.

What You'll Do

Guest Experience

• Deliver warm, engaging, and personalized service to every guest.
• Lead by example in creating memorable arrival, departure, and in-stay experiences.
• Assist guests with requests, recommendations, and concerns while providing thoughtful resolutions.
• Anticipate guest needs and proactively identify opportunities to enhance the guest experience.
• Maintain comprehensive knowledge of hotel services, amenities, local recommendations, and operational procedures.
• Support service recovery efforts with professionalism, empathy, and sound judgment.

Leadership

• Provide daily guidance, coaching, and support to Guest Services Associates.
• Lead front desk operations during assigned shifts, ensuring service standards and procedures are followed.
• Assist with onboarding and training new team members while reinforcing Front Office expectations.
• Support team communication, accountability, and a positive workplace culture.
• Provide feedback and coaching to associates to encourage continued growth and development.
• Serve as a resource for team members regarding guest concerns, operational questions, and service standards.
• Assist leadership with department initiatives, process improvements, and team development.

Front Office Operations

• Oversee daily front desk activities including arrivals, departures, guest requests, and room assignments.
• Ensure accurate completion of check-in, check-out, and reservation procedures.
• Monitor room status and communicate with Housekeeping and other departments to support efficient operations.
• Assist with reviewing arrivals, VIPs, special requests, and operational priorities.
• Complete shift reports, daily checklists, and operational documentation accurately.
• Support cash handling procedures, including balancing transactions and securing funds.
• Maintain compliance with hotel standards, policies, and procedures.
• Serve as Manager on Duty when assigned.

Systems & Communication

• Utilize the property management system and other hotel technology to support daily operations.
• Communicate effectively with Housekeeping, Engineering, Food & Beverage, Sales, and leadership teams.
• Assist with resolving reservation discrepancies and operational challenges.
• Maintain accurate guest records and confidentiality standards.
• Ensure important information is communicated effectively between shifts.

Teamwork

• Work collaboratively with all hotel departments to create a seamless guest experience.
• Support fellow team members during busy periods and contribute to a positive team culture.
• Participate in ongoing training and continuously develop hospitality and leadership skills.
• Perform other duties as assigned.

Qualifications

• Minimum 2 years of hotel front desk experience.
• Previous supervisory, lead, or trainer experience preferred.
• Strong understanding of Front Office operations and hotel service standards.
• Experience with property management systems and guest service technology.
• Excellent communication, leadership, and problem-solving skills.
• Ability to multitask while maintaining attention to detail in a fast-paced environment.
• Professional appearance and positive attitude.
• Strong organizational skills and ability to make decisions independently.
• Must be able to work evenings, weekends, and holidays.

Physical Requirements

• Stand and walk for extended periods.
• Frequently lift and carry up to 25 pounds.
• Reach, bend, stoop, and perform repetitive motions throughout the shift.
• Ability to remain attentive and engaged while working in a guest-facing environment.
• Work efficiently in a fast-paced hotel environment.

Sustainability & Stewardship

As part of the Populus team, every associate plays a role in supporting our commitment to sustainability. Guest Services Supervisors are expected to:

• Educate guests on hotel sustainability initiatives and available amenities.
• Support digital-first processes and reduce unnecessary paper usage.
• Encourage responsible resource usage throughout daily operations.
• Promote sustainable practices while delivering exceptional hospitality.
• Lead by example in creating an environmentally conscious workplace.

What We Look For

Successful team members are:

• Passionate about hospitality and creating memorable guest experiences.
• Natural leaders who enjoy coaching and supporting others.
• Reliable, accountable, and team-oriented.
• Adaptable and calm under pressure.
• Strong communicators who build positive relationships across departments.
• Committed to professionalism, service excellence, and continuous improvement.

Why Join Us

At Crescent Hotels & Resorts, we believe our associates are the heart of everything we do. We are committed to creating an inclusive, supportive workplace where you can grow your career while delivering exceptional hospitality.

Eligible associates enjoy:

• Competitive pay
• Comprehensive benefits package
• 401(k) with company match
• Flexible scheduling
• Employee hotel discounts throughout North America
• RTD EcoPass
• Learning and development opportunities
• A collaborative culture where you can grow, contribute, and shine