Guest Services Supervisor

EOS•Austin, TX

2d•Onsite

About The Position

Nestled along the shores of scenic Lake Austin in the beautiful Texas Hill Country, Lake Austin Spa Resort offers guests the sanctuary of an award-winning spa and the warmth of a best friend's lake house. Lake Austin Spa Resort offers all-inclusive vacation packages, which include accommodations in one of 40 charming lakeside guest rooms across 12 landscaped grounds, three gourmet meals daily, indoor and outdoor fitness activities and classes, and a selection of more than 100 spa and body treatments in the 25,000-square foot spa. What makes Lake Austin Spa Resort an incredible, rewarding place to work? It's the talented team, community, tranquil surroundings, and, most importantly, the ability to care for and provide exceptional service to our guests. What We Believe Shared accountability Humility and kindness Creative problem solving Collaboration & community Do well and do good

Requirements

2+ years of front desk experience in a luxury hotel or resort environment
Prior supervisory or lead experience preferred
Strong problem-solving and conflict-resolution skills
Excellent verbal and written communication skills
Proficiency in property management systems (Opera or similar preferred)
Flexible availability including evenings, weekends, and holidays
Poised, professional presence
Detail-oriented with strong organizational skills
Service-driven mindset
Ability to lead in a fast-paced, high-expectation environment
A team player with a positive attitude
Someone who values discretion and respects guest privacy
A self-starter who takes initiative and pride in their work
An individual who understands that every detail contributes to a luxury experience

Nice To Haves

Prior supervisory or lead experience preferred
Proficiency in property management systems (Opera or similar preferred)

Responsibilities

Supervise front desk operations during assigned shifts, ensuring seamless check-in, check-out, and guest services
Lead and motivate Guest Services Agents to deliver elevated, anticipatory service
Resolve guest concerns promptly and professionally, escalating when appropriate
Monitor room status, VIP arrivals, special requests, and group movements
Ensure accuracy in billing, folios, and daily cash handling procedures
Assist with training new team members and reinforcing service standards
Support interdepartmental communication (Housekeeping, Engineering, Spa, Food & Beverage)
Maintain luxury presentation standards at the front desk and lobby areas
Prepare shift reports and communicate relevant updates to leadership