Guest Service Supervisor

Hersha Hospitality Management LP•Orlando, FL

About The Position

The Guest Service Supervisor supervises front desk staff to ensure brand and hotel guest service and sustainability standards are met. The role includes leading, training, scheduling, coaching, and supporting associates; monitoring service quality and guest satisfaction; addressing guest concerns; and maintaining compliance with company policies, procedures, and safety standards. The supervisor also helps manage schedules and supplies and cross-trains in all front office areas to assist guests. The work schedule varies and may include holidays and weekends. The position requires extended periods of standing and involves walking, pushing, lifting up to 25–50 pounds, bending, reaching, climbing or balancing, and stooping, kneeling, or crouching.

Requirements

Two years of previous front desk experience required.
High school diploma or equivalent preferred.
Previous supervisory responsibility preferred.

Nice To Haves

High school diploma or equivalent.
Previous supervisory responsibility.

Responsibilities

Interview, select, train, schedule, coach, and support associates to ensure they follow brand or hotel standards and HHM core values.
Supervise front office associates to ensure quality standards, deadlines, and proper procedures are followed, correcting errors or problems.
Communicate guest service scores and use them to drive improvement and higher guest satisfaction.
Review TripAdvisor reports and respond to guest issues and concerns.
Follow corporate and departmental policies, procedures, and service standards in conjunction with management.
Discuss employee performance problems to identify causes and work toward resolution.
Train or instruct employees in job duties and company policies, or arrange for training.
Develop work schedules according to budgets and workloads.
Monitor inventory 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 front office areas to assist guests.
Perform other duties as requested by management.