Guest Experience Supervisor – Front Desk

HHM Hospitality; Philadelphia (Philadelphia County); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical, Dental and Vision Health Ins.

Paid Time Off

401k Company Match

Daily Pay

Free Basic Life Insurance

TELUS Health access

Job summary

HHM Hotels is seeking a Guest Service Supervisor to lead the front desk team and ensure exceptional guest experiences in alignment with brand standards. The role requires coordinating staffing, coaching associates, and maintaining service quality across shifts.

The position emphasizes training, scheduling, adherence to policies, and collaboration with management on safety and EarthView sustainability initiatives.

Qualifications

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

Responsibilities

• 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.

Skills

Front desk experience

Supervisory experience

Job description

HHM Hotels is seeking a Guest Service Supervisor to lead the front desk team and ensure exceptional guest experiences in alignment with brand standards. The role requires coordinating staffing, coaching associates, and maintaining service quality across shifts.

The position emphasizes training, scheduling, adherence to policies, and collaboration with management on safety and EarthView sustainability initiatives.