Guest Service Supervisor

Plazahotelelpaso; Philadelphia (Philadelphia County); On-site; USD 42,000 - 54,000; Full time

Job summary

HHM Hotels seeks a Guest Service Supervisor to lead front desk staff and ensure brand and sustainability standards are met. You will coach, schedule, and train associates while maintaining guest satisfaction scores and operational procedures.

Ideal candidates have 2 years of front desk experience and prior supervisory responsibilities; schedule may include holidays and weekends; physical demands apply per job description.

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 brand standards and HHM values.
• Supervise front office associates to ensure adherence to quality standards, deadlines, and proper procedures.
• Be aware of and communicate guest service scores to drive improvement and higher guest satisfaction.
• Review guest feedback and respond to guest issues and concerns.
• Adhere to corporate or departmental policies 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.

Skills

Supervisory experience

Front desk experience

Staff coaching

Communication skills

Education

High School diploma or equivalent

Job description

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

Source: HHM Hotels