Guest Services Lead - Front Desk

Hilton Garden Inn Times Square South; New York (NY); On-site; USD 42,000 - 54,000; Full time

Job summary

Hilton Garden Inn Times Square South in New York City is seeking a Guest Service Supervisor to lead the front desk team, ensure guest satisfaction, and uphold the hotel’s service standards. You will assist with scheduling, training, and daily operations to maintain a welcoming environment.

You will check guests in/out efficiently, handle messages, manage requests, and support revenue-yield initiatives. The role requires close collaboration with management and staff to resolve issues and ensure

Responsibilities

• Provide the highest quality of service to the customer at all times.
• Check guests in and out efficiently and in a friendly manner.
• Handle guest mail and messages per established procedures.
• Develop a thorough knowledge of hotel staff, room locations room rates, amenities, and selling strategies.
• Take reservation requests efficiently.
• Answer switchboard in accordance with standards of proper telephone etiquette.
• Block rooms and handles special requests.
• Monitor room availability and offer AGM and GM assistance in yield management and restrictions.
• Handle safe deposits by guests per established procedures.
• Keep lobby and desk area clean and presentable.
• Have a thorough knowledge of emergency and security procedures.
• Offer and properly handle requests for wake up calls.
• Know how to clean guestrooms to standards.
• Clean back office area as requested by management.
• Open and close shift, make cash drops.
• Ensure all credit cards, cash and change funds are balanced throughout each shift.
• Inform management of any guests or systems related complaints or problems.
• Communicate with incoming staff and management by logging pertinent information in the pass on log.
• Keep maintenance informed of all maintenance needs.
• Pass on guest lost and found inquiries to management or Guest Room Supervisor.
• Must wear proper uniform and nametag at all times in accordance with the Standards of Appearance.
• Prepare daily deposits, comparing deposited monies to funds reported at desk, and follow up on any discrepancies.
• Complete weekly front desk scheduling based on forecasted occupancy.
• Must be able to answer questions that GSRs may have.
• Must be able to cover any call-off shift as per proper chain of command.
• Each associate will be required to follow the rules as found in the M&R Employee Handbook
• Perform other duties as assigned by management, of which employee is capable of performing.

Job description

Hilton Garden Inn Times Square South in New York City is seeking a Guest Service Supervisor to lead the front desk team, ensure guest satisfaction, and uphold the hotel’s service standards. You will assist with scheduling, training, and daily operations to maintain a welcoming environment.

You will check guests in/out efficiently, handle messages, manage requests, and support revenue-yield initiatives. The role requires close collaboration with management and staff to resolve issues and ensure