Guest Services Supervisor

$41,600 - $47,840/Yr

HRI Properties - Dana Point, CA

Full-time - Entry Level

Dana Point, CA

Accommodation

About the position

The Guest Services Supervisor at Hilton Garden Inn Dana Point - Doheny Beach is responsible for overseeing the front desk operations, ensuring exceptional service delivery, and maintaining high standards of guest satisfaction. This role involves managing staff, coordinating daily activities, and addressing guest needs promptly while fostering a positive work environment. The supervisor plays a key role in creating memorable experiences for guests and ensuring the smooth operation of hotel services.

Responsibilities

• Maintain complete knowledge of all hotel features/services, hours of operation, room types, rates, and availability.
• Meet with departing Front Desk Supervisor or Night Auditor to review business status and follow up on items.
• Access all functions of the computer system according to established procedures and standards.
• Answer department telephone within three rings, using correct greeting and telephone etiquette.
• Check Front Desk and storage areas for proper supplies, organization, and cleanliness; instruct personnel to rectify deficiencies.
• Review previous day's occupancy and room revenues; monitor revenues and expenses.
• Resolve discrepancies with Accounting and track actual numbers against budget.
• Ensure staff report to work as scheduled and document any late or absent employees.
• Coordinate breaks for staff and assign work duties according to departmental procedures.
• Conduct pre-shift meetings with staff and review all information pertinent to the day's business.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Monitor staff performance and ensure all procedures are carried out to departmental standards.
• Monitor the check-in/check-out process and assist wherever necessary to help alleviate pressure.
• Monitor communication logs and ensure guest requests are followed up within 20 minutes.
• Assist guests with reports of lost or stolen articles and adhere to hotel requirements for accidents or injuries.
• Contact newly registered guests ten minutes after check-in to establish satisfaction and resolve any issues immediately.
• Ensure security of guest room access and monitor cashiering procedures for compliance with accounting policies.
• Anticipate sold-out situations and locate alternative accommodations for guests as needed.
• Work closely with Housekeeping management to ensure accurate status of each room and readiness for check-in.
• Review requests for late check-outs and communicate with Housekeeping accordingly.

Requirements

• High school graduate or equivalent, some college preferred.
• Previous experience as a Guest Service Agent.
• Ability to communicate effectively in English with guests, management, and co-workers.
• Ability to enforce hotel's standards, policies, and procedures with Front Desk staff.
• Ability to prioritize and organize work assignments and delegate work effectively.
• Ability to direct performance of staff and follow up with corrections where needed.
• Strong problem-solving skills and good judgment under pressure.
• Attention to detail and ability to remain calm with demanding guests.

Nice-to-haves

• Experience in a supervisory role within the hospitality industry.
• Familiarity with hotel management software and systems.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• 401(k) Plan
• Direct Deposit
• Flexible Spending Account (Section 125 Plan)
• Employee Assistance Program
• Employee lunches
• Complimentary parking
• Department incentives
• Discounted rates for Hilton properties through Hilton Go program.