Guest Services Supervisor

GUEST SERVICES SUPERVISOR


Reports to: Guest Services Manager | Position is Nonexempt


THE ROLE

The Front Desk Supervisor works alongside the Guest Services Manager to lead the hotel's front desk operation and create exceptional guest experiences from arrival through departure. This role is highly visible and hands-on, serving as a mentor, coach, and resource for the guest services team while ensuring service standards, operational efficiency, and guest satisfaction remain at the forefront of every interaction. The ideal candidate leads by example, embraces hospitality as a craft, and thrives in a fast-paced environment where no two days are the same.


WHO WE ARE
Located in the historic Hippee Building in downtown Des Moines, Surety Hotel celebrates the city's past while helping shape its future. Housed in a beautifully restored 1913 Beaux-Arts landmark and part of Marriott's Autograph Collection, Surety blends independent character with world-class hospitality. With 137 guestrooms and suites, vibrant gathering spaces, and Mulberry Street Tavern, Surety is both a destination for travelers and a point of pride for the City of Certainties.


WHO YOU ARE
You are a hospitality professional who leads with warmth, confidence, and attention to detail. You enjoy supporting and developing others, solving problems in real time, and creating memorable experiences for guests. You are service-driven, collaborative, and understand that great leadership starts with being willing to work alongside your team.


WHAT YOU WILL DO

• Lead daily front desk operations and support the Guest Services team in delivering exceptional guest experiences.
• Coach, motivate, and provide feedback to associates while helping maintain a positive and engaged team culture.
• Resolve guest concerns with professionalism, sound judgment, and a service-first mindset.
• Ensure accurate reservations, check-ins, check-outs, billing, and guest communications across all channels.
• Partner with Housekeeping, Engineering, Food & Beverage, and Sales teams to ensure seamless guest experiences.
• Maintain knowledge of hotel services, local recommendations, Marriott standards, and operational procedures.
• Assist with scheduling, training, and daily administrative responsibilities as assigned.
• Serve as the manager on duty when needed and support overall hotel operations with flexibility and professionalism.

WHAT YOU WILL NEED

• Previous hotel front desk experience required; supervisory experience preferred.
• Marriott experience preferred.
• Strong communication, leadership, and guest recovery skills.
• Ability to work flexible shifts including evenings, weekends, and holidays.
• Passion for hospitality and creating memorable guest experiences.

As an Equal Opportunity Employer, Aparium Hospitality Services celebrates diversity and is committed to creating an equitable and inclusive environment, and sense of belonging for all employees. We do not discriminate and believe every individual should be proud of who they are, where they come from and take pride in who we serve.