Guest Services Lead: Front Office & VIP Experience

Innisfree Hotels, Inc.; Pensacola Beach (FL); On-site; USD 40,000 - 56,000; Full time

Job summary

Innisfree Hotels, Inc. is seeking a Guest Services Supervisor at Hilton Pensacola Beach to lead Front Office staff and ensure exceptional guest experiences. The role emphasizes service excellence, upselling, and smooth frontline operations.

You will supervise check-ins/outs, resolve issues quickly, and coordinate with departments to meet guest expectations while maintaining professional standards and safety policies.

Qualifications

• Minimum 2 years of customer service experience in hospitality.
• Proven ability to work independently with minimal supervision.
• Excellent communication and interpersonal skills.
• Ability to read, write, and speak English effectively for guest and staff interactions.
• Strong attention to detail and multitasking capabilities.
• Team player with a professional appearance and positive attitude.
• Knowledge of hotel products, services, facilities, and local area events.

Responsibilities

• Supervise Front Office team members to ensure efficient guest service.
• Greet and assist guests, answer inquiries, and handle reservations.
• Use upselling techniques to maximize room nights and revenue.
• Monitor arrivals, VIPs, and room allocations; coordinate with front office staff.
• Ensure front desk procedures, safety, and security policies are followed.
• Train and develop staff; maintain punctual attendance and appearance.
• Resolve guest issues promptly to sustain high satisfaction.

Skills

Customer service

English fluency

Teamwork

Multitasking

Attention to detail

Independent worker

Punctuality

Hospitality knowledge

Education

Degree in Hospitality Management

Tools

PMS software

Job description

Innisfree Hotels, Inc. is seeking a Guest Services Supervisor at Hilton Pensacola Beach to lead Front Office staff and ensure exceptional guest experiences. The role emphasizes service excellence, upselling, and smooth frontline operations.

You will supervise check-ins/outs, resolve issues quickly, and coordinate with departments to meet guest expectations while maintaining professional standards and safety policies.