Guest Service Supervisor
About The Position
Supervise front desk staff ensuring brand/hotel guest and sustainability standards are met. This role involves interviewing, selecting, training, scheduling, coaching, and supporting associates to ensure they perform in accordance with established brand or hotel standards and consistent with HHM core values. The supervisor will monitor front office associates to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. They will also be responsible for communicating guest service scores to drive improvement and higher guest satisfaction, reviewing Trip Advisor reports, and responding to guest issues and concerns. Adherence to corporate or departmental policies, procedures, and service standards is required, as is discussing job performance problems with employees to identify causes and resolve issues. Training or instructing employees in job duties or company policies, developing work schedules according to budgets and workloads, and monitoring inventory levels are also key functions. This role requires following sustainability guidelines and practices related to HHM’s EarthView program, practicing safe work habits, and wearing protective safety equipment. Cross-training in all areas at the front office to assist guests and performing other duties as requested by management are also part of the responsibilities.
Requirements
- High School diploma or equivalent preferred.
- 2 years previous front desk experience required.
- Previous supervisory responsibility preferred.
Responsibilities
- Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
- Supervise front office associates to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Be aware of and communicate guest service scores to drive improvement and higher guest satisfaction.
- Review trip advisor reports and respond to guest issues and concerns.
- Adhere to corporate or departmental policies, procedures, and service standards in conjunction with management.
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
- Train or instruct employees in job duties or company policies or arrange for training to be provided.
- Develop work schedules according to budgets and workloads.
- Monitor inventory levels and requisition or purchase supplies as needed.
- Follow sustainability guidelines and practices related to HHM’s EarthView program.
- Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
- Cross-train in all areas at the front office to assist guests.
- Perform other duties as requested by management.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
