Guest Service Supervisor

$41,600 - $45,760/Yr

Hilton - Charleston, SC

Full-time - Entry Level

Remote - Charleston, SC

251-500 employees

Accommodation

About the position

The Guest Service Supervisor at Hilton Garden Inn is responsible for overseeing the daily operations of the Front Office, ensuring high-quality service and guest satisfaction. This role involves managing personnel, budget performance, and financial controls while maintaining a professional and cohesive team environment. The position requires working various shifts, including weekends, and emphasizes the importance of trustworthiness and effective communication with guests and staff.

Responsibilities

• Assist the AGM with overall operations of the hotel Front Desk.
• Train, coach, counsel, and develop team members.
• Promote positive morale and friendly attitudes among staff.
• Work within budgeted guidelines for maximum revenues and labor models.
• Check credit cards for validity and ensure all cash and checks are balanced at shift's end.
• Greet and register guests, providing room assignments and accommodating special requests.
• Promote and sell hotel services and amenities to guests.
• Encourage repeat business by taking future reservations and providing recommendations.
• Identify potential sales leads through guest interactions and communicate them to the appropriate individual.
• Maintain safety and security practices and knowledge of emergency procedures.
• Ensure guests receive the highest quality product and service.
• Communicate special requests and needs to housekeeping and other departments.
• Maintain certification from a brand-approved responsible vendor training program.
• Utilize Service Recovery Log and respond to guest comments and issues in a timely manner.
• Perform other duties as assigned based on staffing needs.

Requirements

• 1-2 years of Hotel Front Desk experience required (Hilton brand experience preferred).
• High school diploma or equivalent required.
• One year of experience supervising at least three associates.
• Two years of experience in the service industry.

Nice-to-haves

• Experience with Property Management Systems (PMS).
• Knowledge of emergency procedures and safety practices.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance