Guest Service Supervisor

Job Description

Job Description

Overview

Opportunity:  Guest Service Supervisor

Supervise front desk staff ensuring brand/hotel guest and sustainability standards are met.

Potential Career Path

Front Desk Manager – Assistant General Manager or Sales Manager – General Manager or Director of Sales

Essential Job Functions

• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.   
• Supervise front office associates to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Be aware of and communicate guest service scores to drive improvement and higher guest satisfaction. 
• Review trip advisor reports and respond to guest issues and concerns. 
• Adhere to corporate or departmental policies, procedures, and service standards in conjunction with management.
• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
• Train or instruct employees in job duties or company policies or arrange for training to be provided.
• Develop work schedules according to budgets and workloads.
• Monitor inventory levels and requisition or purchase supplies as needed.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Cross-train in all areas at the front office to assist guests.
• Perform other duties as requested by management.

Position Requirements

• High School diploma or equivalent preferred.
• 2 years previous front desk experience required.
• Previous supervisory responsibility preferred.

Work Environment and Context

• Work schedule varies and may include working on holidays, and weekends.
• Requires standing for extended periods, walking, pushing, lifting up to 25-50 pounds, bending and reaching; climb or balance; stoop, kneel, or crouch.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It