Guest Service Supervisor

Roles and responsibilities

As a Guest Service Supervisor, you will oversee the front office activities between the Guest, the hotel, and the various hotel departments. A Guest Service Supervisor is responsible for supervising the activities that create the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Supervise Front Desk operations during your assigned shift to a consistently high standard
• Ensure your shift team have a current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events
• Advise your shift team of any special events or VIP Guests in the hotel that day
• Monitor the appearance, standards, and performance of Team Members with an emphasis on training and team work
• Maximize sales revenues through up-selling and marketing program
• Manage Guest requests, inquiries, and complaints promptly and completely
• Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service
  
  

What are we looking for?

A Guest Service Supervisor serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Front Office experience in the hotel, leisure, and/or retail sector
• Strong commercial/business awareness and demonstration of sales capabilities
• Calm, organized work ethic with the ability to prioritize and meet deadlines
• Excellent supervisory, inter-personal, and communication skills
• A passion for delivering exceptional levels of Guest service
  
  

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• A relevant supervisory/management certificate/diploma or degree

Desired candidate profile

A Guest Service Supervisor is responsible for overseeing the daily operations of guest services in hotels, resorts, or other hospitality establishments. This role ensures that guests receive exceptional service, addresses any concerns or issues that arise, and maintains the quality standards of the organization. Below are the key skills required for a Guest Service Supervisor:

Leadership and Team Management

• Supervisory skills: Ability to lead and manage a team of guest service representatives, concierge staff, or other customer-facing employees, ensuring they deliver exceptional service.
• Staff training and development: Conduct training sessions for new employees and provide ongoing support to ensure staff is well-equipped to handle guest inquiries and concerns.
• Team motivation: Inspire and motivate the team to maintain high levels of service, fostering a positive work environment that promotes collaboration and efficiency.
• Conflict resolution: Handle guest complaints and team conflicts effectively, ensuring that issues are resolved promptly and professionally, maintaining guest satisfaction.

Customer Service Excellence

• Guest satisfaction focus: Ensure that all guests receive a warm, welcoming experience and that their needs are met efficiently, aiming for positive feedback and repeat business.
• Complaint handling: Address guest complaints and concerns quickly and effectively, working to resolve issues and prevent negative experiences.
• Personalization of services: Tailor guest services to meet individual preferences, anticipating needs and ensuring a memorable stay for each guest.
• Proactive service: Anticipate guest needs before they arise, offering personalized solutions to enhance their experience and satisfaction.

Communication Skills

• Effective communication: Communicate clearly and professionally with both guests and staff, ensuring that messages are conveyed accurately and promptly.
• Multilingual skills: Proficiency in more than one language can be beneficial for communication with guests from diverse backgrounds.
• Internal communication: Keep the management team and other departments informed about guest concerns, feedback, and service requirements, ensuring smooth operations.
• Listening skills: Actively listen to guests to fully understand their needs and concerns, ensuring that the right actions are taken.