Guest Services Supervisor

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 is an inclusive workplace that fosters a culture of care where employees genuinely matter, and their voices are heard.

Location:

Hilton Pensacola Beach

The Guest Services Supervisor primarily supervises Front Office team members to ensure efficient and smooth operations for producing guest satisfaction.

Essential Duties and Responsibilities

include the following. Other duties may be assigned.

• Always approaches all interactions with guests and employees in a friendly and service-oriented manner by maintaining a positive demeanor.

• Promotes a positive and caring work environment by addressing and resolving any conflict in a calm and poised manner.

• Maintains a thorough knowledge of the room locations, types of rooms, package plans, and all hotel facilities/amenities.

• Oversees and supervises guest arrivals and departures with the front office executive.

• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.

• Responds to guest inquiries regarding reservations, hotel information, and guest concerns.

• Uses suggestive selling techniques to sell room nights, increase occupancy, and revenue.

• Reviews arrival list for all arrivals and VIPs to check room allocations, amenities, and special requests.

• Reviews no-show and cancelled reservations and processes charges according to hotel’s policy.

• Monitors telephone etiquette and general performance of Front Desk staff daily.

• Integrates and trains employees, providing support for skills development.

• Ensures that all front desk employees are well presented and punctual.

• Resolves guest issues and complaints in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

• Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.

• Ensures Front Office logbook and hotel logbook is always updated and actioned upon.

• Ensures safety for all hotel guests and team members by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.

• Has a good knowledge of all systems and standard operating procedures of Front Office.

• Ensures that guest documentation and information is available and up to date.

• Performs any other duties as assigned by management.

Qualifications

1. Degree or diploma in Hospitality Management, Business Administration, or related field.

2. Minimum 2 years of customer service experience required, hospitality industry preferred.

3. Should be able to work independently and with minimum supervision.

4. Excellent customer service skills.

5. Ability to read, write, and speak effectively in English in order to communicate with guests and team members.

6. Have a strong attention to details.

7. Must be able to multi-task.

8. Must be a team player.

Innisfree Hotels will invest in you, if you invest in you. We are a fast-paced, expanding company and we need team members who thrive on challenge, seek responsibility and value our culture to lead us into the next generation of growth.