Guest Services Supervisor

Willowvalley; Harrisburg (Dauphin County); On-site; USD 38,000 - 54,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off

Career growth opportunities

Collaborative work environment

Job summary

Willow Valley Associates at the Hilton Garden Inn Harrisburg East is seeking a Guest Services Supervisor to lead and inspire the front desk team, manage daily operations, and ensure top-notch guest service. You’ll align with Hilton standards while supporting schedule planning and cross-department collaboration.

The role requires an Associate’s degree or equivalent experience, and 2+ years in hospitality or customer service, with strong leadership and MS Office skills.

Qualifications

• Associate’s degree or equivalent experience, or at least two years of hospitality or customer service experience.
• Strong leadership, communication, organization, and problem-solving skills.
• Ability to remain calm and professional while managing multiple priorities.
• Experience using Microsoft Office (Excel and Outlook), UKG/Kronos, and Hilton PEP (Property Engagement Platform).
• Willingness to complete Hilton Brand Training.
• CPR and RAMP certifications are preferred but not required—we provide training.
• Flexibility to work evenings, weekends, holidays, and provide on-call support as business needs require.

Responsibilities

• Lead and coach Guest Services Team Members to meet Hilton Worldwide and Willow Valley Associates service standards.
• Foster a positive, team-oriented environment while providing daily leadership and guidance.
• Oversee daily front desk functions, including guest check-in/check-out, reservations, and inquiries.
• Ensure efficient operations while delivering exceptional customer service.
• Prepare staff schedules to ensure appropriate coverage based on business needs.
• Coordinate shift coverage and serve as Manager on Duty (MOD).
• Collaborate with housekeeping, maintenance, sales, and other departments to ensure a seamless guest experience.

Skills

Leadership

Communication

Organization

Problem-solving

MS Office (Excel & Outlook)

UKG/Kronos

Hilton PEP

Brand Training

Education

Associate’s degree or equivalent experience

Tools

Hilton PEP

Job description

Join Our Team as a Guest Services Supervisor!

Are you ready to take the next step in your hospitality career? Willow Valley Associates is seeking an enthusiastic and service-driven Guest Services Supervisor to join our team at the Hilton Garden Inn Harrisburg East. If you’re passionate about creating exceptional guest experiences, leading a team, and thriving in a fast-paced environment, we’d love to hear from you!

What You’ll Do

Lead & Inspire

• Train, coach, and support Guest Services Team Members to meet Hilton Worldwide and Willow Valley Associates service standards.
• Foster a positive, team-oriented environment while providing daily leadership and guidance.

Manage Front Desk Operations

• Oversee daily front desk functions, including guest check-in and check-out, room assignments, reservations, and guest inquiries.
• Ensure efficient operations while delivering exceptional customer service.
• Establish and maintain front desk procedures that support smooth daily operations and brand standards.

Schedule & Support the Team

• Prepare staff schedules to ensure appropriate coverage based on business needs.
• Coordinate shift coverage and serve as Manager on Duty (MOD) when assigned.
• Adapt schedules and responsibilities to meet changing operational and seasonal demands.

Coordinate Hotel Operations

• Collaborate with housekeeping, maintenance, sales, and other departments to ensure a seamless guest experience.
• Communicate effectively to keep team members informed and operations running smoothly.
• Address guest concerns promptly and professionally through in-person, written, or verbal communication.
• Resolve issues with a focus on achieving 100% guest satisfaction.
• Manage cash handling procedures, balance front desk drawers, petty cash, and the safe as needed.
• Complete reports, documentation, incident reports, and other operational records.
• Assist with chargebacks, disputes, and other front office administrative responsibilities.
• Work with hotel leadership and the Sales team to maximize occupancy and revenue opportunities through effective inventory management and front office operations.

Maintain Brand Standards

• Ensure front desk operations consistently meet Hilton Worldwide brand standards and company policies.
• Assist with team meetings, ongoing training, and continuous improvement initiatives.

What We’re Looking For

Our ideal candidate has an Associate’s degree or equivalent experience, or at least two years of relevant hospitality or customer service experience.

Successful candidates will have:

• Strong leadership, communication, organization, and problem-solving skills.
• The ability to remain calm and professional while managing multiple priorities.
• Experience using Microsoft Office (Excel and Outlook), UKG/Kronos, and Hilton PEP (Property Engagement Platform) is preferred.
• Willingness to complete Hilton Brand Training.
• CPR and RAMP certifications are preferred but not required—we provide training.
• Flexibility to work evenings, weekends, holidays, and provide on-call support as business needs require.

This position also requires the ability to perform administrative duties as well as occasional physical tasks, including lifting up to 50 pounds.

Why Join Willow Valley Associates?

As part of the Hilton Worldwide family, you’ll enjoy the support of a respected global brand while working for a locally owned and operated Lancaster company that values its Team Members.

We offer:

• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off
• Career growth and development opportunities
• A supportive, collaborative, and fun work environment

Ready to take the next step in your hospitality career?

Apply now and become a part of the Willow Valley Associates family at the Hilton Garden Inn, where exceptional guest service meets a fun and professional work environment! Make a difference with us and create great experiences for our guests!

As part of this position, candidates must be willing and able to work across both our Harrisburg hotel properties: Homewood Suites (3990 Tecport Dr) and the Hilton Garden Inn Harrisburg East (3943 Tecport Dr).

Willow Valley Associates is an Equal Opportunity Employer.