Guest Services Supervisor

Job Title

At HRI Hospitality, we offer a unique perspective on hotel ownership and management. We're here to expand the possibilities of what once was, with our history of restoring properties to their former glory as well as new build projects that become the center of their vibrant urban community, we take it to the next level. We are looking for people to join our team that share in the passion for warm welcomes and creating an unforgettable experience for our guests. With a wide array of brands in exciting locations, HRI Hospitality is the destination to set course for growing your career!

Pay Range: $17.00-$25.00

Are you passionate about creating memorable experiences and delivering exceptional service? At Hilton Garden Inn Dana Point – Doheny Beach, we pride ourselves on our heartfelt hospitality, where warmth and care are at the core of everything we do. We are a dedicated team committed to exceeding expectations, embracing our beautiful beachside location, and infusing every moment with joy and flair. If you're ready to be a part of a team that values personalized service, exceptional cleanliness, and a strong connection to our community, we invite you to apply and help us create a beloved destination for all who visit.

Job Summary

Responsible for the supervision of all aspects of the Guest Services functions, in accordance with hotel standards. Directs implements and maintains a service and management philosophy which serves as a guide to respective staff.

Job Duties

• Train, cross-train and retrain all Front Office staff according to the hotels brand standards.
• Knowledge of all Front Office standard operating procedures.
• Counsel and coach all subordinate employees when necessary.
• Maintain good working relationships and establish communication with all departments.
• Maintain continuous contact with hotel guests to ensure that any challenges are resolved quickly, efficiently and courteously. Follow up when needed.
• Run, trace reports & special service request reports to ensure guest requests are fulfilled daily.
• Check for accurate credit limits and in house guest rates for accuracy.
• Ensure that the front office checklist is completed during every shift, follow up with front office staff on setting goals for the day and reviewing their end of shift.
• Assist guests requesting to speak with a the manager on duty, resolve any guest issues that may arise using the best judgment.
• Assist in staff meetings of Front Desk personnel.
• Complete all tasks as assigned by management.
• Oversee and coordinate all arrivals and departures of special guests and VIPs.
• In charge of responding to guest surveys/reviews and data analysis, identify trends and share this information with the operations team throughout the week.
• In charge of doing daily follow-ups with guest listed on the MOD report.
• This is a brief description of this position. Other duties may be assigned.
• All other duties may be assigned.

Minimum Requirements

• A minimum of one (1) year of front office and experience preferably within a Hilton, Marriott, Hyatt or other hotel brand.
• Must have a flexible schedule and be available to work weekends, holidays and overnight.
• Must have exceptional customer service skills.

You will also be eligible to participate in our Hilton Go program for Team Members, which is a special discounted rate for you and your friends and family when vacationing at Hilton properties around the world.

Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

HRI Lodging is an EOE M/F/DV

**Not offering relocation at this time.

HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.