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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Guest Service Supervisor/Front Desk Supervisor - **Company:** ESTAY HOTEL, LLC - **Location:** Tempe, AZ, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Spreadsheets, Text Processing - **Published:** August 11, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=7b152cb8ff2015c5 ## About the Role * At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience. * Supervisory experience required., * Light work-Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. * Ability to stand during entire shift. ## Description The Guest Services Supervisor supports and oversees the daily operation of the Front Office to ensure an attentive, friendly, efficient, and courteous guest experience. This role provides shift-level leadership to Guest Service Representatives while performing all core front desk duties, responding to guest needs, and ensuring adherence to Mid-Continent Hospitality service standards. The Guest Services Supervisor assists in monitoring occupancy, revenue opportunities, and operational performance while maintaining a strong focus on guest satisfaction and team support. Requirements: Essential Job Functions: Guest Service & Front Desk Operations * Ensure the Non-Negotiable Service Plan is consistently executed by all front office associates, including the supervisor. * Approach all guest and employee interactions in an attentive, friendly, courteous, and service-oriented manner. * Perform all front desk functions, including greeting guests, check-ins/check-outs, reservations, and concierge/operator tasks. * Respond promptly and courteously to guest requests, problems, and complaints; ensure appropriate follow-up for guest satisfaction. * Maintain professional appearance, including adherence to business casual attire and name tag requirements per brand standards. * Ensure compliance with Mid-Continent Hospitality safety, security, and operating procedures at all times. * Monitor the proper use of PBX, reservation procedures, courtesy standards, and up-selling techniques. * Ensure accurate cash handling and compliance with key control procedures. * Maintain working knowledge of rates, packages, promotions, brand programs, and in-house groups. Supervisory & Leadership Responsibilities * Provide daily direction to front desk associates, including delegation of tasks, workflow management, and real-time coaching. * Conduct pre-shift and post-shift meetings to communicate priorities, updates, and service expectations. * Support training, onboarding, and ongoing development of Guest Service associates; conduct periodic mock compliance checks. * Serve as the point of escalation for guest issues requiring supervisory intervention * Assist with monitoring staffing levels and adjusting schedules based on business needs while supporting labor-hour targets. * Review front desk work and activity reports generated by Night Audit and ensure task completion during the shift. * Maintain open lines of communication with all departments to support smooth hotel operations. * Support the Night Audit team and processes as needed and ensure nightly procedures are followed. * Reinforce compliance with all Mid-Continent Hospitality policies, brand standards, and S.O.P.'s. Operational Support & Quality Control * Assist in monitoring daily room status, occupancy, rate efficiency, and credit reports. * Help track and maintain front desk productivity tools, including Hotel Effectiveness components, where applicable. * Support emergency procedure implementation with the General Manager and Engineering team. * Contribute to guest service score initiatives, ensuring the front office team understands their impact on overall results. * Respond to all Guest Satisfaction Surveys (GSS), including Guest Voice and third-party review platforms, in a timely, professional, and brand-appropriate manner. * Ensure the lobby market is properly stocked, visually appealing, and accurately inventoried; address product shortages promptly and maintain brand merchandising standards. * Perform related duties as assigned by management., * Must be proficient in Windows operating systems, Company approved spreadsheets and word processing. * Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each. * Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures. * Review daily Front Desk work and activity reports generated by Night Audit ## Related Videos - [A beginner’s guide to modern natural language processing](https://www.wearedevelopers.com/videos/858-a-beginner-s-guide-to-modern-natural-language-processing) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Launching a marketplace on-time: A lesson in taking shortcuts using spreadsheets!](https://www.wearedevelopers.com/videos/477-launching-a-marketplace-on-time-a-lesson-in-taking-shortcuts-using-spreadsheets) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Multilingual NLP pipeline up and running from scratch](https://www.wearedevelopers.com/videos/901-multilingual-nlp-pipeline-up-and-running-from-scratch) ## Related Articles - [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [Frontend Developer Salary in Germany [2023]](https://www.wearedevelopers.com/magazine/195-frontend-developer-salary-in-germany-2023) - [Frontend Developer Salary in Austria [2023]](https://www.wearedevelopers.com/magazine/225-frontend-developer-salary-in-austria-2023) - [Frontend Developer Salary in The UK](https://www.wearedevelopers.com/magazine/233-frontend-developer-salary-in-the-uk) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)