Guest Service Supervisor

Description

Job Title: Guest Service Supervisor
Job Code: 402020
Department: Rooms
FLSA Status: Non-Exempt
Reports To: Guest Service Manager

Position Summary:

Sheraton Denver West Hotel, managed by Dreamscape Hospitality, is seeking a professional and service-driven Guest Service Supervisor to lead our front desk team. In this role, you will oversee daily operations at the front desk, ensuring a seamless guest experience from check-in to check-out. You will mentor and support team members, handle guest concerns with care, and uphold our standards of hospitality.

Key Responsibilities:

• Supervise, train, and schedule front desk associates to ensure efficient and courteous service.
   
• Lead by example in providing exceptional guest service during check-in, check-out, and throughout the stay.
   
• Resolve guest issues or complaints promptly, professionally, and empathetically.
   
• Maintain accurate records and ensure proper handling of payments, including cash and credit transactions.
   
• Ensure the front desk area is clean, organized, and always guest-ready.
   
• Partner with other departments (Housekeeping, Engineering, Food & Beverage) to coordinate and elevate guest experiences.
   
• Assist with implementing front office procedures and ensure adherence to hotel policies.
   
• Support hotel promotions, upselling efforts, and Bonvoy enrollment initiatives.
   
• Maintain a strong understanding of Marriott brand standards and service expectations.
   
• Ensure proper use of hotel management systems (e.g., LightSpeed, GXP, Mobile Dashboard, QPower, Quore, M-DASH, GuestVoice) and reporting tools.
   

Qualifications:

• High school diploma or equivalent required; hospitality or business coursework preferred.
   
• At least 1 year of front desk experience in a hotel setting; prior supervisory experience strongly preferred.
   
• Excellent communication, leadership, and interpersonal skills.
   
• Ability to multitask and stay composed in a fast-paced environment.
   
• Strong problem-solving skills and attention to detail.
   
• Proficiency in Microsoft Office and property management systems (experience with LIGHTSPEED is a plus).
   
• Flexible availability, including nights, weekends, and holidays as needed.
   

Compensation:

• $22.00/hour – Depending on Experience (DOE)
   
• Competitive benefits package offered including medical, dental, vision, hotel discounts, and more.
   

Equal Opportunity Employer:

Dreamscape Hospitality is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all associates. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or age.

Disclaimer:

This job description is not intended to be all-inclusive. The associate may perform other related duties as assigned by management. Dreamscape Hospitality reserves the right to revise job duties or responsibilities as business needs evolve.

Requirements

Physical Requirements:

• Must be able to stand, walk, or sit for extended periods of time throughout the shift.
   
• Ability to lift, carry, and move items weighing up to 25 pounds as needed.
   
• Comfortable performing repetitive tasks, including typing, phone use, and guest interactions.
   
• Ability to bend, reach, and stoop as necessary in a front desk environment.
   
• Must maintain a professional and composed demeanor while on duty.