Guest Service Supervisor

Job Description

Job Description

Company Overview

Opening soon, Zion Canyon Hot Springs is an exciting new premier destination in Southern Utah, designed to provide an exceptional experience for all our guests. Featuring 32 natural hot spring pools, 16 WorldSprings-inspired pools, barrel saunas, cold dip pools, and much more, we are committed to creating a peaceful and rejuvenating sanctuary for our visitors. Zion Canyon Hot Springs will be a top-tier retreat that combines natural beauty and wellness.

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Position Summary

The Guest Services Supervisor plays a crucial leadership role in the daily operations of the front desk and guest services team. This individual will be responsible for overseeing guest interactions, maintaining service standards, supervising front desk staff, and ensuring a smooth and efficient experience for every visitor. The ideal candidate is a proactive problem solver, team leader, and service-oriented professional who thrives in a dynamic, hospitality-driven environment.

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Key Responsibilities

• Supervise and support the Guest Services/Front Desk team during scheduled shifts • Ensure all guest interactions meet or exceed company standards for service and professionalism • Assist with staff training, scheduling, and performance feedback • Handle escalated guest concerns or special requests in a timely and effective manner • Oversee daily operations of check-ins, reservations, and POS transactions • Monitor lobby presentation, cleanliness, and guest flow to optimize the guest experience • Collaborate with management and other departments to ensure seamless communication and service delivery • Participate in hiring, onboarding, and mentoring new team members

• Maintain accurate records of shift activity, guest feedback, and operational issues • Ensure adherence to safety procedures and company policies at all times • Other duties as assigned by the Operations Manager

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Qualifications

• High school diploma or equivalent required; some college or hospitality training preferred • 1–2 years of supervisory or team lead experience in a customer service, hospitality, or front desk environment • Exceptional interpersonal and communication skills • Confident decision-maker with strong organizational abilities • Proficient with POS and reservation systems (training provided) • Ability to remain calm and professional under pressure • Must be able to stand for extended periods and lift up to 25 lbs • Must be available to work a flexible schedule, including evenings and weekends • Must be 18 years or older; 21+ required for supervisory access to adult-only areas of the resort

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Benefits

• Competitive pay • Leadership and hospitality training • Opportunities for advancement within a growing resort • PTO Accrual (based on hours worked) • Employee discounts and access to resort amenities