Guest Services Supervisor

Hilton Garden Dallas; Dallas (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

Hilton Garden Inn Downtown Dallas is seeking a Guest Services Supervisor to oversee daily front desk operations and guest services. You will supervise Guest Service Agents, greet guests, resolve issues, and ensure smooth check-in/check-out while maintaining brand standards.

The role requires 1–2 years of front desk or supervisory experience, strong leadership and communication skills, and proficiency with hotel systems such as OnQ or Opera. Weekend and holiday shifts may be required.

Qualifications

• Education: High school diploma or equivalent required.
• Experience: 1–2 years of hotel front desk or supervisory experience preferred.
• Knowledge of hotel systems (OnQ, Opera, or similar) a plus.
• Prior supervisory or team lead experience preferred.
• Skills and Knowledge: Strong leadership and communication skills.
• Excellent guest service and problem-solving abilities.
• Ability to multitask and remain professional under pressure.
• Proficient in Microsoft Office (Outlook, Word, Excel).
• Knowledge of cash handling and front desk procedures.
• Flexibility to work various shifts, including weekends and holidays.

Responsibilities

• Supervise and assist Guest Service Agents with daily front desk operations.
• Greet guests warmly and ensure a smooth check-in and check-out process.
• Handle guest concerns promptly and professionally to ensure satisfaction.
• Support training and development of front desk staff.
• Monitor accuracy of cash handling, billing, and shift reports.
• Coordinate with Housekeeping and Maintenance to ensure room readiness.
• Maintain a clean, welcoming, and organized front desk and lobby area.
• Enforce company policies, safety, and brand standards.
• Perform additional duties as assigned by management.

Skills

Leadership

Communication

Guest service

Problem-solving

Multitasking

Cash handling

Front desk procedures

Microsoft Office

Education

High school diploma or equivalent

Tools

OnQ

Opera

Microsoft Office

Job description

HILTON GARDEN INN DOWNTOWN DALLAS 171 rooms | 4,385 sq. ft. meeting/event space Amenities: pet-friendly rooms, fitness center, outdoor rooftop pool, on-site restaurant, weekday happy hour. Situated in the heart of Dallas, this property combines business, culture, and connectivity, providing an ideal environment for leaders in an active urban setting. Take a virtual tour of Hilton Garden Inn Downtown Dallas here. The Guest Services Supervisor assists with overseeing front desk operations, ensuring a smooth check-in and check-out process, and maintaining exceptional guest service standards. This role provides support and guidance to front desk staff, promotes teamwork, and ensures a positive guest experience throughout their stay.

JOB DESCRIPTION

• Job Title: Guest Services Supervisor
• Department: Front Office
• Supervision Exercised: Guest Services Agent
• Supervision Received: Assistant Guest Services Manager / Director of Rooms

MINIMUM REQUIREMENTS

• Education: High school diploma or equivalent required.
• Experience: 1–2 years of hotel front desk or supervisory experience preferred.
• Knowledge of hotel systems (OnQ, Opera, or similar) a plus.
• Prior supervisory or team lead experience preferred.
• Skills and Knowledge: Strong leadership and communication skills.
• Excellent guest service and problem-solving abilities.
• Ability to multitask and remain professional under pressure.
• Proficient in Microsoft Office (Outlook, Word, Excel).
• Knowledge of cash handling and front desk procedures.
• Flexibility to work various shifts, including weekends and holidays.

JOB DUTIES

• Supervise and assist Guest Service Agents with daily front desk operations.
• Greet guests warmly and ensure a smooth check-in and check-out process.
• Handle guest concerns promptly and professionally to ensure satisfaction.
• Support training and development of front desk staff.
• Monitor accuracy of cash handling, billing, and shift reports.
• Coordinate with Housekeeping and Maintenance to ensure room readiness.
• Maintain a clean, welcoming, and organized front desk and lobby area.
• Enforce company policies, safety, and brand standards.
• Perform additional duties as assigned by management.

HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements.