Guest Service Supervisor

Homewood Suites - University City • Philadelphia, PA

3d

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 supporting associates, monitoring service quality and guest satisfaction, managing schedules and supplies, and helping resolve employee and guest concerns. The position offers a potential 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 according to brand or hotel standards and HHM core values.
• Supervise front office associates to ensure quality standards, deadlines, and procedures are followed, correcting 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 and departmental policies, procedures, and service standards in conjunction with management.
• Discuss performance problems with employees, 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.

Benefits

• Medical, dental, and vision health insurance.
• Paid time off.
• 401(k) company match.
• Daily Pay.
• Free basic life insurance.
• 24/7 access to TELUS Health, a confidential work-life resource.
• Travel discounts.
• Commuter transit and commuter parking benefits.
• Employee assistance and wellness program.
• Educational and professional development.
• Referral bonus program.
• Competitive wages for full-time and part-time opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED