Guest Service Supervisor - Lead Front Desk Team

HHM Hospitality; Orlando (FL); On-site; USD 32,000 - 50,000; Full time

Benefits offered by this job

Competitive wages

Medical, Dental and Vision Insurance

Paid Time Off

401k Company Match

Daily Pay

Free Basic Life Insurance

Travel Discounts

Commuter Transit and Parking Benefits

Employee Assistance and Wellness

Job summary

HHM Hotels is seeking a Guest Service Supervisor to oversee front desk staff, ensuring brand standards and sustainability guidelines are met.

You will interview, train, schedule and coach associates, monitor guest service scores, respond to guest issues, and help control front office operations. The role also includes cross-training, budget-aware scheduling, and EarthView initiatives to maintain exceptional guest experiences.

Qualifications

• 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.

Responsibilities

• Interview, select, train, schedule, coach and support associates to meet brand standards.
• Supervise front desk staff for quality control and adherence to procedures.
• Communicate guest service scores and drive service improvements.
• Respond to guest issues and reviews, ensuring timely resolutions.
• Adhere to policies and service standards in coordination with management.
• Train staff and arrange for ongoing training as needed.
• Schedule staffing to align with budgets and workload.

Skills

Front desk experience

Supervisory experience

Education

High School diploma or equivalent

Job description

HHM Hotels is seeking a Guest Service Supervisor to oversee front desk staff, ensuring brand standards and sustainability guidelines are met.

You will interview, train, schedule and coach associates, monitor guest service scores, respond to guest issues, and help control front office operations. The role also includes cross-training, budget-aware scheduling, and EarthView initiatives to maintain exceptional guest experiences.