Job Overview
Employment Type
Full-time
Work Schedule
Weekend Shifts
Job Description
HHM Hotels is a renowned hotel management company dedicated to delivering exceptional guest experiences through meticulous service and operational excellence. With a robust portfolio of properties committed to upholding the highest standards of hospitality and sustainability, HHM Hotels embodies values such as People Are Our Capability, Hearts That Serve, Only Excellence, Stay Nimble, and Own It. Known for integrating innovative programs like EarthView, which focuses on sustainable practices, HHM Hotels not only prioritizes guest satisfaction but also environmental stewardship within the hospitality industry. As a respected leader in hotel management, the company offers dynamic career paths for growth, fostering a culture where employees are empowered and recognized for their contributions.
The role of Guest Service Supervisor at HHM Hotels is pivotal in maintaining the high standards of front office operations. This position entails supervising the front desk staff, ensuring all activities meet both brand and hotel guest satisfaction benchmarks as well as sustainability standards. The Guest Service Supervisor acts as a frontline leader, motivated to guide, train, and inspire associates to perform their duties effectively while embodying HHM's core values. This supervisory role involves overseeing daily front office tasks such as scheduling, coaching, and supporting employees, ensuring compliance with established procedures, and facilitating continuous improvement in guest service scores. Additionally, the role requires active engagement in responding to guest concerns reported on platforms like TripAdvisor, demonstrating a commitment to upholding the hotel's reputation and fostering loyalty.
Embarking on a career as a Guest Service Supervisor at HHM Hotels offers clear opportunities for advancement, including progression to Front Desk Manager, and subsequently to Assistant General Manager or Sales Manager, with further potential to reach General Manager or Director of Sales positions. This career trajectory underscores HHM Hotels' dedication to internal growth and development. Responsibilities extend beyond typical supervisory duties; they also encompass managing work schedules in line with budgets, monitoring inventory and supply replenishment, and ensuring safe workplace practices aligned with OSHA and MSDS standards. The Guest Service Supervisor also enforces HHM's sustainability principles through adherence to the EarthView program, integrating environmental consciousness into daily operations. This role demands a proactive and resourceful leader who can multitask, cross-train in all front office areas, and effectively manage multiple priorities to deliver outstanding guest experiences at all times. Employment type is typically full-time, and the position offers a competitive salary commensurate with experience and qualifications, reflecting the importance of this key role in the hotel’s operational success.
The role of Guest Service Supervisor at HHM Hotels is pivotal in maintaining the high standards of front office operations. This position entails supervising the front desk staff, ensuring all activities meet both brand and hotel guest satisfaction benchmarks as well as sustainability standards. The Guest Service Supervisor acts as a frontline leader, motivated to guide, train, and inspire associates to perform their duties effectively while embodying HHM's core values. This supervisory role involves overseeing daily front office tasks such as scheduling, coaching, and supporting employees, ensuring compliance with established procedures, and facilitating continuous improvement in guest service scores. Additionally, the role requires active engagement in responding to guest concerns reported on platforms like TripAdvisor, demonstrating a commitment to upholding the hotel's reputation and fostering loyalty.
Embarking on a career as a Guest Service Supervisor at HHM Hotels offers clear opportunities for advancement, including progression to Front Desk Manager, and subsequently to Assistant General Manager or Sales Manager, with further potential to reach General Manager or Director of Sales positions. This career trajectory underscores HHM Hotels' dedication to internal growth and development. Responsibilities extend beyond typical supervisory duties; they also encompass managing work schedules in line with budgets, monitoring inventory and supply replenishment, and ensuring safe workplace practices aligned with OSHA and MSDS standards. The Guest Service Supervisor also enforces HHM's sustainability principles through adherence to the EarthView program, integrating environmental consciousness into daily operations. This role demands a proactive and resourceful leader who can multitask, cross-train in all front office areas, and effectively manage multiple priorities to deliver outstanding guest experiences at all times. Employment type is typically full-time, and the position offers a competitive salary commensurate with experience and qualifications, reflecting the importance of this key role in the hotel’s operational success.
Job Requirements
- High school diploma or equivalent preferred
- 2 years previous front desk experience required
- previous supervisory responsibility preferred
Job Qualifications
- High school diploma or equivalent preferred
- 2 years previous front desk experience required
- previous supervisory responsibility preferred
Job Duties
- Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values
- supervise front office associates to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
- be aware of and communicate guest service scores to drive improvement and higher guest satisfaction
- review trip advisor reports and respond to guest issues and concerns
- adhere to corporate or departmental policies, procedures, and service standards in conjunction with management
- discuss job performance problems with employees to identify causes and issues and to work on resolving problems
- train or instruct employees in job duties or company policies or arrange for training to be provided
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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