Guest Services Supervisor

$41,600 - $47,840/Yr

Hilton Garden Inn Dana Point - Doheny Beach - Dana Point, CA

Full-time - Entry Level

Dana Point, CA

About the position

The Guest Services Supervisor at Hilton Garden Inn Dana Point - Doheny Beach is responsible for ensuring exceptional service and creating memorable experiences for guests. This role involves overseeing the front desk operations, managing staff performance, and maintaining high standards of cleanliness and organization. The supervisor will also handle guest inquiries, monitor room availability, and coordinate with various departments to ensure smooth operations and guest satisfaction.

Responsibilities

• Maintain complete knowledge of all hotel features/services, hours of operation, room types, rates, and special packages.
• Meet with departing Front Desk Supervisor or Night Auditor to review business status and follow up on items.
• Answer department telephone within three rings, using correct greeting and telephone etiquette.
• Check Front Desk and storage areas for proper supplies, organization, and cleanliness.
• Review the previous day's occupancy and room revenues, monitoring expenses and resolving discrepancies with Accounting.
• Ensure that 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 to review pertinent information for the day's business.
• Inspect grooming and attire of staff, rectifying any deficiencies.
• Monitor staff performance in all phases of service and job functions, ensuring compliance with departmental standards.
• Assist guests with reports of lost or stolen articles, following hotel policy.
• Monitor communication logs and ensure guest requests are followed up within 20 minutes.
• Handle guest reports on theft from safe deposit boxes according to hotel procedures.
• Monitor and ensure that express check-outs are processed correctly according to hotel standards.
• Anticipate sold-out situations and locate alternative accommodations for guests as needed.
• Maintain awareness of undesirable persons on hotel premises and escort off property if necessary.

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 as needed.
• Ability to think clearly, analyze, and resolve problems exercising good judgment.
• Ability to remain calm and courteous when consulting with demanding guests.

Nice-to-haves

• Experience in hospitality management or supervisory roles.
• Knowledge of hotel management software and systems.

Benefits

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Free parking
• Health insurance
• Vision insurance
• Life insurance
• Short-Term and Long-Term Disability Insurance
• Employee lunches
• Complimentary parking
• Department incentives
• Discounted rates for Hilton properties through Hilton Go program.