Guest Service Supervisor

Homewood Suites by Hilton University City Philadelphia; Philadelphia (Philadelphia County); On-site; USD 36,000 - 48,000; Full time

Job summary

Homewood Suites by Hilton University City Philadelphia is seeking a Guest Service Supervisor to lead the front desk team and ensure guests receive consistent, high-quality service.

The role includes interviewing, training, scheduling, coaching staff, and maintaining brand standards while supporting sustainability and safety guidelines.

Qualifications

• High School diploma or equivalent preferred.
• 2 years of front desk experience required.
• Supervisory responsibility preferred.

Responsibilities

• Interview, select, train, schedule, coach and support associates, ensuring brand or hotel standards are met.
• Supervise front office associates to ensure quality standards and correct errors.
• Be aware of and communicate guest service scores to drive improvement and satisfaction.
• Review guest feedback and respond to issues.
• Adhere to policies and service standards with management.
• Discuss performance problems with employees to identify causes and resolve issues.
• Train employees in duties or company policies or arrange training.
• Develop work schedules according to budgets and workloads.
• Monitor inventory levels and purchase supplies as needed.
• Follow sustainability guidelines related to EarthView program.
• Practice safe work habits and follow OSHA standards.
• Cross-training in all front office areas to assist guests.
• Perform other duties as requested by management.

Skills

Front desk experience

Supervisory experience

Education

High School diploma or equivalent

Supervisory responsibility preferred

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-training 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.