Guest Service Supervisor

About Wurzak Hotel Group

Wurzak Hotel Group owns and manages a collection of exceptional hotels, combining professional management with a personal touch. We deliver outstanding guest experiences while supporting a collaborative, growth-focused workplace. Join our team and make an impact where every contribution counts.

Role Summary

As Guest Services Supervisor, you provide daily leadership to the front desk team, ensuring smooth operations, exceptional guest service, and accurate transaction handling. You coach team members in real time and maintain a welcoming, efficient, and professional environment for all guests.

What You'll Do

• Supervise front desk agents during assigned shifts and ensure service standards are met
• Handle guest checkin, checkout, reservations, and billing accurately
• Resolve guest concerns and special requests promptly and professionally
• Train and coach team members on procedures, systems, and guest service excellence
• Monitor room status, inventory, and occupancy reports
• Process payments, maintain cash banks, and balance daily transactions
• Coordinate with housekeeping and maintenance for room readiness and guest needs
• Maintain the cleanliness and organization of the front desk and lobby areas
• Enforce all security, privacy, and cashhandling policies

What You Bring

• 1+ years of front desk experience with prior supervisory or lead experience preferred
• Proficiency with hotel property management systems
• Strong customer service, problemsolving, and communication skills
• Ability to work flexible shifts, including nights, weekends, and holidays
• Prior experience with Lightspeed preferred

Physical Demands

• Ability to stand or sit for extended periods at the front desk
• Capable of occasional lifting and carrying up to 50 lbs.
• Stamina to remain alert and active during full shifts
• Clear communication and multitasking abilities under pressure

Our Perks

• Culture of Excellence
• Medical, Dental, Vision & Supplemental Insurance
• Paid Time Off
• Hotel Discounts
• 401(k) Company Match
• Career Development Opportunities
• PeertoPeer Recognition
• Quarterly & Annual Awards

Because we are committed to providing an exceptional experience for our guests around the clock, our hotels operate 24/7. To support this, schedules may vary based on business needs, including changes to shift days, start and end times, and total hours worked in a week.

Equal Opportunity Employer

We are proud to be an Equal Opportunity Employer. We are committed to fostering a welcoming and inclusive workplace where all team members and applicants are treated with respect and dignity. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable law. We also provide reasonable accommodations to qualified individuals with disabilities to support them throughout the application and employment process.

About Wurzak Hotel Group @ Element Valley Forge

At Wurzak Hotel Group we take pride in being recognized as an Employer of Choice in the Hospitality Industry. Our commitment to fostering a positive, inclusive, and innovative workplace sets us apart, making us a destination for top talent seeking a rewarding and fulfilling career. WHG has earned and maintains its competitive advantage by developing talent within the organization who embody the same entrepreneurial spirit of our leadership team and who seek to create value through tireless innovation, tight focus on the operational details and uncompromised guest satisfaction. Wurzak Hotel Group has a proven track record of developing and managing hospitality assets for over 30 years and continues to be recognized as one of the region’s top hospitality companies.