Guest Service Supervisor - Hilton Garden Inn GR

Suburban Inns; Grand Rapids (MI); On-site; Full time

Job summary

Join a leading hospitality organization as a Guest Service Supervisor, where you will ensure exceptional guest experiences while managing a team of Guest Service Representatives. This role offers flexible shifts, competitive pay, and numerous opportunities for advancement within the company.

Benefits

Hotel and restaurant discounts

Earned Paid Time Off

Insurance for full-time team members

Flexible schedules

Holiday pay

Paid volunteer time

Monetary recognition program

Employee Assistance Program

Qualifications

• At least one year of Guest Service Representative experience.
• Ability to interpret information and use computers.

Responsibilities

• Provide excellent guest service and enforce brand standards.
• Assist in interviewing, hiring, and training Guest Service Representatives.
• Monitor inventory in the Property Management System.

Skills

Communication

Sales Techniques

Education

High school diploma or equivalent

Job description

The Hilton Garden Inn is a fast-paced, high-energy workplace, with endless opportunities for advancement. Come join the best team in the Hospitality Industry!

Starting wage: $18.50/hr - based on experience
Shift: Flexible, varies between 1st, 2nd, and sometimes 3rd shift - weekend availability

Benefits:

• Hotel and restaurant discounts
• Earned Paid Time Off for all team members
• Insurance (health, vision, dental, life) for full-time team members
• Flexible schedules
• Holiday pay
• 8 hours of paid volunteer time per year
• Advancement and professional growth opportunities
• Monetary recognition program
• Monetary referral program
• 100% paid maternity/paternity or adoption leave for those who qualify for FMLA
• Employee Assistance Program (EAP) through Pine Rest (3 free counseling visits, online library, and access to legal, financial, and elder care consultations)

As a Guest Service Supervisor, you would be responsible for providing strong sales techniques and excellent guest service, according to Suburban Inns core values and brand standards, as well as going above and beyond to ensure guests are 100% satisfied. The Guest Service Supervisor helps ensure the highest quality service by Guest Service Representatives to maximize rate and occupancy, and assists in the sales efforts of the property.

Essential Functions:

• Reference the Guest Service Representative job description and assume all their essential functions.
• Assist in interviewing, hiring, and evaluating GSRs.
• Assist in the property training, concierge training, and brand training of newly-hired GSRs.
• Ensure all GSRs are selling the property according to Suburban Inns standards.
• Assist with prospecting new hotel business and communicating information to the sales department.
• Hold team members accountable to the standards of employment and job performance set by the core values of Suburban Inns and the brand.
• Maintain a neat and clean workspace in the front desk areas.
• Rotate Manager on Duty shifts over the weekends for the hotel when needed.
• Monitor inventory in the Property Management System daily and correct any out-of-balance issues.
• Perform property walk-arounds as needed throughout the shift, addressing all issues encountered. Keep the area clean and report safety or security concerns.
• Complete required emergency training and stay knowledgeable of all emergency procedures to ensure safety and security.
• Follow proper accounting procedures, including posting guest charges, handling payments, and balancing cash drawers.
• Provide excellent guest service and enforce the service philosophy among all team members, including providing information, responding to requests, handling concerns, and promoting brand standards.
• Maintain open communication between departments.
• Follow all Suburban Inns processes and exhibit regular attendance.
• Perform other duties as requested by management.

Position Requirements:

• Minimum knowledge: Ability to interpret information, perform arithmetic, and use computers and record-keeping systems. Good communication skills.
• Formal education and experience: High school diploma or equivalent, with at least one year of Guest Service Representative experience. Brand experience preferred.
• License/Certification: First Aid/CPR, TIPS training (may be completed upon hire).
• Work schedule: Varies between day, evening, night, holiday, and weekend shifts based on business needs.
• Travel: May require travel to other Suburban Inns properties for training; other work is on-site.

Uniform and Appearance Guidelines:

• Uniform: Business professional attire, name tag provided, approved shoes are the responsibility of the team member.
• Appearance: Facial piercings must be approved, hair well-groomed, tattoos covered or approved if visible. Offensive tattoos are not permitted and must be concealed. Policies are applied without regard to protected characteristics.

We are a dynamic organization in a rapidly changing industry. Responsibilities may change over time, and additional duties may be assigned as needed.