Guest Service Supervisor

Hotel Landy Orlando Universal Blvd., a Tribute Portfolio Hotel; Orlando (FL); On-site; USD 32,000 - 50,000; Full time

Benefits offered by this job

Competitive wages

Medical, Dental and Vision Insurance

Paid Time Off

401k Company Match

Daily Pay

Free Basic Life Insurance

Travel Discounts

Commuter Transit and Parking Benefits

Employee Assistance and Wellness

Job summary

HHM Hotels is seeking a Guest Service Supervisor to oversee front desk staff, ensuring brand standards and sustainability guidelines are met.

You will interview, train, schedule and coach associates, monitor guest service scores, respond to guest issues, and help control front office operations. The role also includes cross-training, budget-aware scheduling, and EarthView initiatives to maintain exceptional guest experiences.

Qualifications

• 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 TripAdvisor 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.

Responsibilities

• Interview, select, train, schedule, coach and support associates to meet brand standards.
• Supervise front desk staff for quality control and adherence to procedures.
• Communicate guest service scores and drive service improvements.
• Respond to guest issues and reviews, ensuring timely resolutions.
• Adhere to policies and service standards in coordination with management.
• Train staff and arrange for ongoing training as needed.
• Schedule staffing to align with budgets and workload.

Skills

Front desk experience

Supervisory experience

Education

High School diploma or equivalent

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.

HHM Hotels Benefits and Perks

• Competitive wages for full time and part time opportunities
• Medical, Dental and Vision Health Insurance
• Paid Time Off
• 401k Company Match
• Daily Pay
• Free Basic Life Insurance
• 24/7 access to TELUS Health, a confidential work-life resource.
• Travel Discounts
• Commuter Transit and Commuter Parking Benefits
• Employee Assistance and Wellness Program
• Educational/Professional Development
• Referral Bonus Program

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

About Us

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.