Guest Experience Supervisor at Zachry – San Antonio, Texas

Who We Are

Based in San Antonio, Texas, Zachry Hotels is a proven leader in the development, management and ownership of hospitality assets. At Zachry Hotels, we are passionate about hospitality and surround ourselves with team members who share that same passion. Our tenure in the hospitality and hotel industry has provided us the knowledge and key relationships for success in hotel management, operation, and development. We take care of our clients, business partners and each other as family, within a culture of service and accountability, where we do the right thing because it is the right thing to do.

Together We Can Do Great Things® Every Person Matters® This Is More Than A Job®

The Monarch San Antonio – A Legacy of Service and Sophistication

The Monarch San Antonio, part of the Curio Collection by Hilton, is a 200-room, 17-story boutique hotel located in the Hemisfair District of downtown San Antonio. It is set to open in early 2026 and is inspired by the Monarch butterfly that migrates through the region each winter. The hotel will feature a full-service spa, a terrace pool, and five food and beverage concepts, including a rooftop restaurant and bar.

Just steps from the iconic River Walk and The Alamo, The Monarch will offer more than a place to stay. It will be a place to belong, to connect, and to be inspired.

At The Monarch San Antonio, our purpose is expressed through service – gracious, genuine, and unforgettable. Much like the city we call home, we believe in honoring tradition while embracing modern elegance. Every detail, every interaction, and every experience is designed to reflect the spirit of San Antonio and the dignity of service.

As we prepare to open our doors, we are building a team dedicated to excellence, passionate about hospitality, and driven by purpose. Together, we will create exceptional moments and lasting impressions for every guest who walks through our doors.

Position Overview

The Guest Service Supervisor oversees Front Office operations to ensure the highest level of courteous, professional, and efficient service for all guests. This role supports daily operations, leads and develops team members, and ensures service standards are consistently met or exceeded. The Guest Service Supervisor plays a key role in creating a welcoming environment while maintaining operational efficiency in a full-service hotel setting.

What You'll Do

Leadership & Team Development

• Monitor team performance and service consistency, providing coaching, feedback, and support.
• Train, coach, and mentor team members, including the use of job skills training tools and programs.
• Set performance goals with team members and track progress, offering guidance as needed.
• Provide balanced feedback, recognizing achievements while addressing performance concerns.
• Foster a culture of accountability, teamwork, and continuous improvement.
• Promote an empowered work environment where team members take initiative to enhance the guest experience.

Front Office Operations

• Oversee daily Front Desk operations, including check-ins, check-outs, and guest inquiries.
• Ensure team members deliver warm, polished, and anticipatory service at all times.
• Encourage staff to engage with guests beyond the desk to create a more personalized experience.
• Coordinate VIP arrivals, e-check-in guests, and special requests to ensure seamless service.
• Monitor daily departmental checklists and ensure completion each shift.
• Adjust staffing and schedules based on business needs and operational demands.

Guest Experience & Service Recovery

• Handle guest concerns with professionalism, discretion, and a service recovery mindset.
• Monitor guest feedback and service trends, ensuring timely communication with leadership and other departments.
• Support team members in resolving guest issues quickly and effectively.
• Ensure loyalty program recognition and personalized service for repeat and VIP guests.

Financial & Administrative Responsibilities

• Ensure accuracy of guest profiles, billing details, and room preferences in the Property Management System (PMS).
• Oversee proper handling of payments, including cash, credit cards, and other methods.
• Balance cash drawers, receipts, and daily postings accurately.
• Review billing with guests and assist in resolving discrepancies.
• Ensure accurate posting of all charges, including parking, amenities, and incidental fees.

Cross-Department Coordination

• Communicate effectively with Housekeeping regarding room readiness and guest needs.
• Partner with Engineering, Security, and other departments to resolve operational or guest issues.
• Collaborate across departments to ensure seamless guest experiences.

Safety, Security & Compliance

• Uphold confidentiality and security of guest information at all times.
• Follow emergency procedures and assist with guest safety protocols.
• Monitor lobby activity and report suspicious behavior.
• Enforce key control policies and proper handling of sensitive information.

Work Environment & Team Support

• Maintain a professional appearance and ensure adherence to grooming standards.
• Participate in meetings, training sessions, and pre-shift briefings.
• Assist team members during high-volume periods to maintain smooth operations.
• Maintain accurate logbooks, shift notes, and communication tools.
• Perform other duties as assigned to support Front Office operations.
• Maintain reliable and consistent attendance as an essential function of the role.

What You'll Bring

Required Education

• High School Diploma or equivalent required.

Preferred Education & Experience

• 1–2 years of Front Office experience in a luxury or upscale hospitality environment preferred.
• Prior supervisory or leadership experience preferred.
• Experience with Property Management Systems (PMS) and POS systems preferred (PEP, Toast).
• Strong understanding of hotel accounting principles and front office operations preferred.Required Skills and Abilities
• Strong communication and interpersonal skills.
• Proven ability to lead, coach, and motivate a team.
• Strong problem-solving skills and a calm, professional demeanor.
• Ability to multitask and manage competing priorities in a fast-paced environment.
• Strong attention to detail and accuracy in guest interactions and data entry.
• Ability to stand for extended periods and perform repetitive tasks.
• Proficiency in computer systems including PMS and Microsoft Office.
• Ability to work flexible hours including nights, weekends, and holidays.
• Professional appearance and adherence to grooming standards.
• Strong commitment to delivering exceptional guest service.
• Bilingual (English/Spanish) skills preferred.

Zachry Hotels offers an industry leading benefits package for our employees and their families.

• Medical, Dental, Vision and Life Insurance
• 401K, Paid Leave and Bonus Program
• Company-paid short-term and long-term disability insurance
• Employee assistance program
• Tuition Reimbursement
• And many more

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Notice to Staffing Agencies

Zachry Hotels (Zachry) will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Zachry, including unsolicited resumes sent to a Zachry mailing address or email address, directly to Zachry employees, or to Zachry's resume database will be considered Zachry property. Zachry will not pay a fee for any placement resulting from the receipt of an unsolicited resume. Zachry will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. Agencies must obtain advance written approval from Zachry's recruiting function to submit resumes, and then only in conjunction with a valid, fully executed contract for service and in response to a specific job opening. Zachry will not pay a fee to any Agency that does not have such an agreement in place. Agency agreements will only be valid if in writing and signed by Zachry's Human Resources Representative or his/her designee. No other Zachry employee is authorized to bind Zachry to any agreement regarding placement of candidates by Agency.