Guest Services Supervisor

2 weeks ago


New York, New York, United States Hilton Garden Inn 52nd Street Full time

Position Overview:

Role: Front Desk Supervisor

Oversee front desk activities in alignment with established standards for guest service, quality, and sustainability.

Career Advancement Opportunities:

Potential growth to Assistant Front Office Manager, Front Office Manager, or Assistant General Manager.

Key Responsibilities:

  • Recruit, train, schedule, mentor, and support team members, ensuring adherence to brand and hotel standards while embodying core values.
  • Address guest complaints and concerns through thorough investigation and effective resolution strategies.
  • Monitor guest satisfaction metrics and strive to enhance departmental and overall guest experiences.
  • Engage with guests through lobby ambassador initiatives and other personalized interactions to foster relationships that encourage repeat visits.
  • Manage front office operations during the absence of the Front Office Manager or Assistant General Manager.
  • Conduct bookkeeping tasks, including account balancing and audits.
  • Handle reservations and confirmations efficiently.
  • Promote brand-specific marketing initiatives and Hersha Hospitality programs.
  • Welcome guests upon arrival, ensuring proper registration and room assignments.
  • Provide guests with welcome materials, including room keys and relevant information.
  • Process bills, collect payments, manage cash transactions, and provide change as necessary.
  • Close guest accounts during check-out, negotiating compromises in cases of dissatisfaction.
  • Develop specific, measurable, achievable, realistic, and timely action plans to address service deficiencies.
  • Ensure the reception area and public spaces are maintained to high cleanliness and aesthetic standards.
  • Adhere to sustainability practices as outlined in the EarthView program.
  • Follow safety protocols, utilizing protective equipment and adhering to MSDS and OSHA standards.
  • Perform additional duties as assigned by management.

Qualifications:

  • Preferred: Associate's or Bachelor's degree.
  • Experience: 1 to 3 years in a related field.
  • Preferred: New York City Fire Safety Director Certification.

Work Environment:

  • Flexible work schedule, including potential shifts on holidays and weekends.
  • Physical requirements include standing for extended periods, walking, lifting up to 25 pounds, and various movements such as bending and reaching.

Core Values:

We believe in the power of our people, striving for excellence, staying adaptable, and taking ownership of our roles.

About Us:

HHM Hotels is committed to equal opportunity employment and does not discriminate based on race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other legally protected group.



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