Guest Service Supervisor

MAJC; Orlando (FL); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Competitive wages

Medical/Dental/Vision

Paid Time Off

401k Company Match

Travel Discounts

Commuter Benefits

Employee Wellness Program

Educational/Professional Development

Job summary

HHM Hotels in Orlando seeks a Guest Service Supervisor to lead front desk staff, ensuring exceptional guest experiences and adherence to brand standards. The role emphasizes sustainability practices aligned with EarthView and daily safety procedures.

You will interview, train, and schedule associates, monitor performance, and drive guest satisfaction through proactive service, data reviews, and effective coaching.

Qualifications

• 2 years front desk experience required.
• Previous supervisory responsibility preferred.

Responsibilities

• Interview, select, train, schedule, coach and support associates, ensuring brand or hotel standards.
• Supervise front office staff to ensure adherence to quality standards and procedures.
• Communicate guest service scores to drive improvement and satisfaction.
• Review guest feedback and respond to issues promptly.
• Adhere to corporate policies and service standards with management.
• Discuss performance issues with employees and address root causes.

Skills

Supervisory experience

Front desk

Customer service

Training

Scheduling

Budgeting

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.

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