Guest Service Supervisor

Homewood Suites by Hilton University City Philadelphia; Philadelphia (Philadelphia County); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Competitive wages for full time and/or

Medical, Dental and Vision Health

Paid Time Off

401k Company Match

Daily Pay

Free Basic Life Insurance

Travel Discounts

Commuter Transit and Parking Benefits

Employee Assistance and Wellness

Educational/Professional Development

Referral Bonus Program

Job summary

Homewood Suites by Hilton University City Philadelphia seeks a Guest Service Supervisor to oversee front desk staff and ensure guests experience the brand’s standards and sustainable practices. You will lead training, scheduling, and daily operations to maintain service excellence.

The role requires a proactive leader with 2 years of front desk experience and preferred supervisory exposure, working in a full-time capacity at the Philadelphia hotel.

Qualifications

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

Skills

Front desk experience

Supervisory experience

Customer service

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

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