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Guest Services Supervisor

2 months ago

Burlingame, California, United States Hilton San Francisco Airport Bayfront Full time
Position Overview:

The Front Office Supervisor is tasked with overseeing the daily operations of the Front Office Department during assigned shifts. This role is crucial in maintaining exceptional customer service standards and ensuring quality across all interactions.

This is a full-time role requiring flexibility to work various shifts, including weekends and holidays, based on operational needs. The candidate should also be prepared to assist in other areas as necessary.


Compensation:
$29.40 per hour

Key Responsibilities:


• Oversee all Front Office activities, including guest service and registration processes (check-in/check-out), room inventory management, and adherence to guest service standards.

• Supervise Guest Service Agents, Bell Staff, and Valet Attendants.

• Evaluate and enhance team member performance through effective supervision, scheduling, and recognition.

• Monitor service quality and guest satisfaction trends, addressing any issues promptly to implement improvements.

• Ensure compliance with Hilton's operational standards.

• Greet guests and respond to inquiries and concerns in a friendly and efficient manner.

• Implement up-selling strategies to enhance hotel services and maximize occupancy and revenue.

• Ensure team members are well-informed about hotel offerings, local events, and pricing.

• Conduct audits as required and facilitate training for team members.

• Attend relevant hotel meetings and training sessions.

• Adhere to uniform and grooming standards.

• Perform additional duties as assigned.


Qualifications:
• High School Diploma or equivalent is required.
• At least 1 year of supervisory experience in a Front Office setting is preferred.
• Minimum of 2 years of experience in a hotel Front Office environment is preferred.
• Guest service experience, ideally in a hotel context, is essential.
• Candidates must be at least 21 years old.
• Ability to multitask in a fast-paced environment while ensuring guest satisfaction and teamwork.
• Strong communication and interpersonal skills are vital.
• Flexible availability for various shifts, including evenings, weekends, and holidays.
• Proficiency in English is required for effective communication with guests and staff.

Benefits:
• Medical, Dental, and Vision coverage
• 401K plan with company match
• Reimbursement for bridge tolls

The Hilton San Francisco Airport Bayfront is committed to providing equal employment opportunities to all applicants and employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.