Guest Services Supervisor

2 months ago

Harrisburg, United States Hilton Garden Inn Harrisburg East Full time

Summary

Coordinates front office activities of hotel and resolves problems arising from Guests' complaints, reservation and room assignment activities, and unusual requests and inquiries by performing the following duties personally or through fellow Team Members. Responsible for ensuring 100% Guest Satisfaction.

Essential Duties and Responsibilities include the following:

Trains Guest Services Team Members in accordance with standards as outlined by Hilton Hotels Worldwide and Willow Valley (required video & emergency training).

Schedules and staffs according to budget guidelines. Plans work schedules to ensure adequate service.

Performs daily front desk tasks, including check-in; check-outs; issuing room keys; answering, screening, and routing outside calls; postings; corrections; printing reports, room status, room availability; creating and modifying groups, guests/group messages and hotel room blocks.

Confers and cooperates with other departments to ensure coordination of activities.

Manages appropriate communication system to relay relevant tasks to the department, Team Member, or Team Leader.

Answers inquiries pertaining to hotel services; registration of guests; recreational facilities in the area; shopping, dining, entertainment, and travel directions.

Handles Guest complaints through face-to-face interaction, written, or verbal response.

Partners with GSM to conduct quarterly front desk meetings with outlined agenda.

Serves as Manager on Duty (MOD)

Responsible for overseeing thorough cash out report, balancing in areas of petty cash, safe, and front desk drawers.

Prepares Incident Reports when necessary.

Establishes and maintains operational procedures within the Front Desk.

Maintains a high personal level of visibility at the front desk.

Works in conjunction with the Sales Department to maximize revenue opportunities through Inventory Control, handling Late Cancelations, and No Shows.

Ensures Front Desk Operations align with Hilton Worldwide Brand Standards.

Performs other duties as assigned.

Schedule requires flexibility.

Due to seasonal needs within the hospitality industry, it may be necessary to adjust schedules to meet the demands of our business.

Supervisory Responsibility

Supervises Team members in the Guest Services Department. Is responsible for the overall direction, coordination, and evaluation of the unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training, disciplining, scheduling Team Members for work, planning and assigning work, checking work for accuracy and completeness, maintaining performance records, handling Team Member complaints, overseeing safety issues, advising management on policy or operations issues, planning, purchasing, and recruiting.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Associates degree (A.A.) or equivalent from a two-year college or technical school preferred; or 2 years related experience and/or training; or equivalent combination of education and experience.

Certificates, Licenses, Registrations

Hilton Brand Training upon hire

Valid PA Driver’s License

CPR Certification preferred but will train

RAMP Certification preferred but will train

Safety Policies and Practices

The Team Member in this position is responsible for following Willow Valley’s safety policies and procedures, promoting safety, and identifying areas for improvement. The Team Member must be knowledgeable about and follow Willow Valley’s Safety Manual. The Team Member will be reviewed annually on workplace safety.

Computer Skills

General Computer Skills with experience using Excel, Email, Kronos, and Hilton Property Management Systems.

Complexity & Judgment

Work requires performing routine tasks that are unrelated. Problem solving occurs as a regular part of the job. Established practices and procedures are not always available to address all situations. Individual judgment is used on a regular basis.

Guest & Team Member Relations

This position maintains regular contact with Guest and Team Members and/or the public. The purpose of this contact is to address issues and concerns and establish business relationships. Resolving difficult situations is usually referred to a higher level.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Physical Demands

While performing the duties of this job, the Team Member is regularly required to walk and talk or hear. The Team Member is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The Team Member is occasionally required to climb or balance. The Team Member must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

While performing the duties of this job, the Team Member is occasionally exposed to outdoor weather conditions the risk of electrical shock. The noise level in the work environment is usually moderate.

Full-Time Benefits offered by Willow Valley Associates

Medical

Dental

Vision

Matching 401(k)

Employee Assistance Program

Free Life Insurance

Paid Time Off

Hotel Discount Program

Fun Work Environment

Willow Valley Associates is an equal opportunity employer.

Source: Hospitality Online

  • Guest Service Agent

    5 months ago

    Harrisburg, United States Springwood Hospitality Full time

    Position Title: **Guest Service Representative**Apply Today! Immediate Supervisor: Guest Service Manager or Assistant GM **Major Function:** * Represents the hotel to the guest through the guests stay by performing sales and customer service functions related to guest registrations, reservations, and revenue collections. These functions should be handled in...

  • Guest Service Representative

    2 weeks ago

    Harrisburg, Pennsylvania, United States Hilton Harrisburg - Harrisburg, PA Full time

    Job SummaryWe are seeking a highly skilled and customer-focused Guest Service Agent to join our team at the Hilton Harrisburg in Harrisburg, PA. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests, responding to their needs and concerns, and ensuring a memorable stay experience.Key...

  • Guest Service Representative

    2 weeks ago

    Harrisburg, Pennsylvania, United States Hilton Harrisburg - Harrisburg, PA Full time

    Job Title: Guest Service AgentHotel Equities, a multi-award-winning hotel development and hospitality management company, is seeking a remarkable Guest Service Agent for the Hilton in Harrisburg, PA.Job Summary:Responds in a professional and courteous manner to arriving, departing, and in-house guests by providing accurate and timely information and...

  • Guest Service Representative

    3 weeks ago

    Harrisburg, Pennsylvania, United States Twin Tier Hospitality Full time

    Job Title: Guest Service AgentWe are seeking a highly skilled Guest Service Agent to join our team at Twin Tier Hospitality. As a Guest Service Agent, you will be responsible for providing exceptional customer service to our guests, ensuring their stay with us is memorable and enjoyable.Key Responsibilities:Handle guest registration and room assignments,...

  • Guest Service Agent

    2 weeks ago

    Harrisburg, Pennsylvania, United States Twin Tier Hospitality Full time

    Job SummaryWe are seeking a highly skilled Guest Service Agent to join our team at the Holiday Inn Express Harrisburg East. As a key member of our front desk team, you will be responsible for providing exceptional customer service to our guests, ensuring a seamless and enjoyable stay.Key ResponsibilitiesHandle guest registration and room assignments,...

  • Guest Service Agent

    1 week ago

    Harrisburg, Pennsylvania, United States Hotel Equities Full time

    Job SummaryHotel Equities is seeking a skilled Guest Service Agent to join our team at the Hilton in Harrisburg, PA. As a key member of our front desk team, you will be responsible for providing exceptional customer service to our guests, ensuring a seamless and memorable experience.Key ResponsibilitiesRespond to guest inquiries and resolve issues in a...

  • Housekeeping Supervisor

    1 week ago

    Harrisburg, Pennsylvania, United States Hilton Harrisburg - Harrisburg, PA Full time

    Job Title: Housekeeping SupervisorAt Hilton Harrisburg, we are seeking a highly skilled and experienced Housekeeping Supervisor to join our team. As a Housekeeping Supervisor, you will be responsible for ensuring that our guest rooms are clean and well-maintained, and that our guests have a positive experience during their stay.Key Responsibilities:Supervise...

  • Airport Overnight Parking Supervisor

    1 week ago

    Harrisburg, Pennsylvania, United States Reimagined Parking Full time

    Job OverviewReimagined Parking is seeking a skilled and customer-focused Overnight Parking Supervisor to join our team at Harrisburg International Airport. As a key member of our operations team, you will be responsible for ensuring the safe and efficient parking of guest vehicles while delivering exceptional service to our customers.Key ResponsibilitiesMeet...

  • Overnight Parking Supervisor Harrisburg International Airport

    3 weeks ago

    Harrisburg, Pennsylvania, United States Reimagined Parking Full time

    Job SummaryWe are seeking a skilled and customer-focused Overnight Parking Supervisor to join our team at Harrisburg International Airport. As a key member of our operations team, you will be responsible for ensuring the safe and efficient parking of guest vehicles while delivering exceptional service to our customers.Key ResponsibilitiesMeet and greet...

  • Front Desk Supervisor

    3 weeks ago

    Harrisburg, Pennsylvania, United States Crunch Fitness Full time

    Front Desk Supervisor Job SummaryCrunch Fitness is seeking a highly motivated and customer-focused Front Desk Supervisor to join our team. As a Front Desk Supervisor, you will be responsible for ensuring the smooth and efficient operation of the Front Desk department, providing exceptional customer service, and contributing to the overall success of the...

  • Front Desk Supervisor- Crunch Fitness

    4 weeks ago

    Harrisburg, United States Crunch Fitness Full time

    Crunch Fitness is looking for a Front Desk Supervisor to join our growing team. Come change lives through fitness! Are you looking for a career opportunity in one of the fastest growing fitness clubs? Crunch Fitness is now accepting applications for qualified, professional, & career minded Representatives that are ready to change lives, be a part of a team...

  • Facilities Services Supervisor

    6 days ago

    Harrisburg, Pennsylvania, United States Diversified Maintenance-RWS, LLC Full time

    Job SummaryAs a key member of our team, the Facilities Services Supervisor will oversee the cleaning and maintenance of commercial, industrial, and medical establishments. This role requires strong leadership and organizational skills to ensure seamless operations.Key Responsibilities:Assign tasks to team members and inspect completed work for quality and...

  • Front Desk Supervisor- Crunch Fitness

    5 months ago

    Harrisburg, United States Crunch Fitness Full time

    Crunch Fitness is looking for a Front Desk Supervisor to join our growing team. Come change lives through fitness! Are you looking for a career opportunity in one of the fastest growing fitness clubs? Crunch Fitness is now accepting applications for qualified, professional, & career minded Representatives that are ready to change lives, be a part of a team...

  • Front Desk Supervisor- Crunch Fitness

    4 days ago

    Harrisburg, United States Crunch Fitness Full time

    Crunch Fitness is looking for a Front Desk Supervisor to join our growing team. Come change lives through fitness! Are you looking for a career opportunity in one of the fastest growing fitness clubs? Crunch Fitness is now accepting applications for qualified, professional, & career minded Representatives that are ready to change lives, be a part of a team...

  • Human Services Analyst Supervisor

    6 days ago

    Harrisburg, Pennsylvania, United States State of Pennsylvania Full time

    Job Title: Human Services Analyst SupervisorJoin the State of Pennsylvania as a Human Services Analyst Supervisor and play a crucial role in ensuring the delivery and payment of medical assistance and other services are effective and efficient for Pennsylvania beneficiaries.Key Responsibilities:Oversee the process of enterprise information systems and tackle...

  • Supervisor, Client Services

    2 weeks ago

    Harrisburg, Pennsylvania, United States CRC Group Full time

    Job Title: Supervisor, Client ServicesWe are seeking a highly skilled and experienced Supervisor, Client Services to join our team at CRC Group. As a key member of our Client Services team, you will be responsible for supervising a staff of Case Managers and ensuring the effective management of client relationships.Key Responsibilities:Supervise a team of...

  • Maintenance Supervisor

    2 weeks ago

    Harrisburg, Pennsylvania, United States Marquis Health Services Full time

    Join Our Team at The Terraces at Capitol VillageWe're seeking a skilled Maintenance Supervisor to join our team at The Terraces at Capitol Village. As a valued member of our staff, you'll play a crucial role in ensuring the smooth operation of our facilities.About the RoleThis is a fantastic opportunity for a motivated and experienced maintenance...

  • Dining Services Manager

    1 month ago

    Harrisburg, Pennsylvania, United States Marquis Health Services Full time

    Dining Supervisor Job Description **About The Terraces at Capitol Village** We are a beautiful and updated nursing facility with a warm and friendly staff. Our team is dedicated to providing exceptional care and service to our residents. **Job Summary** We are seeking a skilled Dining Supervisor to join our team. The successful candidate will have...

  • Food Service Team Supervisor

    4 weeks ago

    Harrisburg, Pennsylvania, United States UPMC Full time

    Job SummaryThis position requires travel between Mechanicsburg and Harrisburg. The successful candidate will support the Food Service Supervisor in all aspects of the daily operation, with a focus on training and developing food service associates.Key ResponsibilitiesSupervise hourly associates and ensure adherence to UPMC policies and procedures, as well as...

  • Food Service Team Supervisor

    4 weeks ago

    Harrisburg, Pennsylvania, United States UPMC Full time

    Job SummaryThis position requires travel between Mechanicsburg and Harrisburg. As a key member of the Food Service team, you will support the Food Service Supervisor in all aspects of daily operations, with a focus on training and developing food service associates.Key ResponsibilitiesSupervise hourly associates and ensure adherence to UPMC policies and...