Guest Service Supervisor (Front Desk Supervisor)

Property: The Drew Hotel

Location: Plymouth, MA

Position Type: Full-Time, Hourly / Non-Exempt

Compensation: $26.00 - 30.14 per hour based on experience

About The Drew Hotel & Lark Hotels

Located in the historic, vibrant heart of Plymouth, Massachusetts, The Drew Hotel is a boutique property that perfectly blends classic New England coastal charm with modern, design-forward luxury. As part of the Lark Hotels portfolio, we believe in providing travel that feels like a breath of fresh air. We don't just offer our guests a place to sleep-we craft intentional, deeply hospitable experiences that celebrate the unique spirit of our local community. If you love working in an environment driven by warmth, empathy, and excellence, you belong at The Drew.

The Opportunity

We are looking for a Guest Service Supervisor (Front Desk Supervisor) to bring their energy and leadership to our rooms division. This role is a vital connection between our leadership team and our front desk staff, ensuring daily operations run smoothly, safely, and profitably.

As a Guest Service Supervisor, you will lead by example-handling upscale reservation sales, managing guest accounts accurately, training new associates, and stepping up as the Manager on Duty when the General Manager is off-property. This is an incredible opportunity for an experienced hospitality professional looking to expand their supervisory skillset in a boutique hotel setting.

What You'll Do (Key Responsibilities)

• Team Leadership: Assist with shift coverage, scheduling, and onboarding/training for our Front Desk team. Motivate and coach team members to uphold Lark standards.
• Guest Experience: Welcome, check-in, and check-out guests with a genuine, friendly attitude. Handle guest inquiries and solve issues creatively to ensure 100% satisfaction.
• Front Desk Operations: Manage property management data entry, process daily arrivals, and keep a pulse on room availability, inventory blocks, and housekeeping status to prevent overbooking.
• Financial Integrity: Assist with front desk accounting, including cash banks, accounts receivable (A/R), credit card processing, and supporting night audit workflows.
• Local Expertise: Maintain a thorough knowledge of Plymouths best local restaurants, hidden gems, and historic attractions to provide stellar recommendations to our guests.
• Safety First: Conduct department safety orientations for new team members and actively promote a safe working environment.

What We Look For (Requirements & Skills)

• Experience: A High School diploma (or equivalent experience) paired with relevant customer service, guest services, or hospitality experience. Prior hotel front desk experience is strongly preferred.
• Schedule Flexibility: Ability to work a flexible schedule, including weekends, nights, and holidays, based on hotel occupancy and guest needs.
• Communication Style: Exceptional verbal and written communication skills with an attentive, polite, and solution-oriented attitude.
• Tech-Savvy: Comfort utilizing property management systems, Microsoft Office, and Google Workspace.
• Physical Stamina: Ability to stand and move for extended periods, perform computer data entry, and lift or move objects up to 50 pounds.

Our Values

• Integrity: We are honest, genuine, and transparent. We show up with humility and earn confidence through consistent, thoughtful follow-through.
• Empathy: We lead with warmth, respect, and genuine care for others, enabling us to build authentic, trust-based relationships.
• Excellence: We set high standards and strive for constant improvement. We embrace feedback, execute thoughtfully, and evolve intentionally.

To apply for this position, you must be legally authorized to work in the United States. Lark is an E-verify Employer.

Lark Hotels is an Equal Opportunity Employer. Reasonable accommodations will be considered to enable individuals with disabilities to perform essential job functions. If you believe you require accommodation during the application process or on the job, please notify the General Manager, who will partner with our off-property Human Resources team to support you.