Guest Service Supervisor

Hersha Hospitality Management LP•Philadelphia, PA

About The Position

The Guest Service Supervisor oversees front desk staff to ensure guest service, brand, hotel, and sustainability standards are met. The role includes supporting and developing associates, maintaining front-office quality and procedures, addressing guest concerns, and coordinating schedules and supplies. The position may provide a career path to Front Desk Manager, Assistant General Manager, Sales Manager, General Manager, or Director of Sales.

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, ensuring they work in accordance with established brand or hotel standards and HHM core values.
Supervise front office associates and ensure adherence to quality standards, deadlines, and procedures; correct errors or problems.
Communicate guest service scores and use them to drive improvement and guest satisfaction.
Review TripAdvisor reports and respond to guest issues and concerns.
Follow corporate or departmental policies, procedures, and service standards in conjunction with management.
Discuss performance problems with employees, identify causes and issues, and work to resolve them.
Train or instruct employees in job duties or company policies, or arrange 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.