Guest Services Supervisor

2 months 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 guest service, quality, and sustainability standards.

Career Advancement Opportunities:

Assistant Front Office Manager, Front Office Manager, Assistant General Manager

Key Responsibilities:

  • Recruit, select, train, schedule, mentor, and support team members, ensuring adherence to established brand or hotel standards and alignment with core values.
  • Address guest complaints and concerns through thorough investigation and implementation of effective solutions.
  • Monitor guest satisfaction metrics and strive to enhance departmental and overall guest contentment.
  • Engage in lobby ambassador activities and other guest interaction initiatives 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.
  • Promote Hilton Garden Inn and brand-specific marketing initiatives.
  • Welcome guests upon arrival; register and assign them to their accommodations.
  • Provide welcome packets containing room keys, certificates, coupons, and refreshment center keys as applicable.
  • Calculate bills, process payments, manage cash transactions, and provide change to guests.
  • Finalize guest accounts at checkout; negotiate compromises in case of dissatisfaction, which may involve authorizing revenue adjustments.
  • Develop specific, measurable, achievable, realistic, and timely action plans to address guest service shortcomings.
  • Ensure the hotel entrance, reception, and other public areas are maintained to high standards of cleanliness and appearance.
  • Adhere to sustainability guidelines and practices related to the EarthView program.
  • Follow safe work practices, utilize protective safety equipment, and comply with MSDS and OSHA standards.
  • Perform additional duties as assigned by management.

Qualifications:

  • Associates or Bachelor's degree preferred.
  • 1 to 3 years of relevant experience.
  • New York City Fire Safety Director Certification preferred.

Work Environment:

  • Work schedule may vary and could include shifts on holidays and weekends.
  • Requires prolonged standing, walking, pushing, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching.

Core Values:

People Are Our Capability, Hearts That Serve Only Excellence, Stay Nimble - Own It

About Us:

HHM Hotels is committed to being an equal-opportunity employer. We do 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 group protected by law.



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