A Guest Service Supervisor supervises the activities managed at the hotel front office, including check-in/check-out, Guest requests, concierge services and promotion of in-house activities.
ResponsibilitiesAs a Guest Service Supervisor, you will oversee the front office activities between the Guest, the hotel, and the various hotel departments. A Guest Service Supervisor is responsible for supervising the activities that create the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
- Supervise Front Office operations during your assigned shift to a consistently high standard.
- Ensure your shift team have a current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events.
- Advise your shift team of any special events or VIP Guests in the hotel that day.
- Monitor the appearance, standards, and performance of Team Members with an emphasis on training and team work.
- Maximize sales revenues through up-selling and marketing program.
- Manage Guest requests, inquiries, and complaints promptly and completely.
- Maintain the professional appearance of the Front Office with a focus on hospitality and Guest service.
A Guest Service Supervisor serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:
- Front Office experience in the hotel, leisure, and/or retail sector.
- Strong commercial/business awareness and demonstration of sales capabilities.
- Calm, organized work ethic with the ability to prioritize and meet deadlines.
- Excellent supervisory, inter-personal, and communication skills.
- A passion for delivering exceptional levels of Guest service.
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- A relevant supervisory/management certificate/diploma or degree.
Skills Required
- Front office experience in the hotel, leisure, and/or retail sector
- Strong commercial and business awareness
- Demonstrated sales capabilities
- Calm, organized work ethic with the ability to prioritize and meet deadlines
- Excellent supervisory, interpersonal, and communication skills
- Passion for delivering exceptional guest service
- Relevant supervisory or management certificate, diploma, or degree
Hilton Compensation & Benefits Highlights
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Wellbeing & Lifestyle Benefits — Go Hilton provides heavily discounted hotel stays for team members and extends access to family and friends, with up to 110 discounted nights and rates as low as $40 in some cases. Additional wellbeing resources include an Employee Assistance Program, mental-health support, caregiving resources, and programs like Thrive and sabbaticals.
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Retirement Support — A 401(k) is offered with a company match of 100% on the first 3% of eligible pay plus 50% on the next 2%. This structure provides meaningful employer support for long‑term savings.
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Parental & Family Support — New parents receive 4 weeks of fully paid parental leave, with birthing parents receiving an additional 8 weeks for a total of 12 weeks. Support extends to adoption assistance up to $10,000 per eligible child and resources for caregiving.
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What We Do
Hilton (NYSE: HLT) is a leading global hospitality company with a portfolio of 28 world-class brands comprising more than 9,400 properties and nearly 1.4 million rooms, in 144 countries and territories. Dedicated to fulfilling its founding vision to fill the earth with the light and warmth of hospitality, Hilton has welcomed over 4 billion guests in its more than 100-year history. Named as the No. 1 World’s Best Workplace by Great Place to Work and Fortune, Hilton aims to create the best culture for its 500,000 team members around the world. Hilton has introduced industry-leading technology enhancements to improve the guest experience, including Digital Key Share, automated complimentary room upgrades and the ability to book confirmed connecting rooms. Through the award-winning guest loyalty program Hilton Honors, the more than 260 million Hilton Honors members who book directly with Hilton can earn Points for hotel stays and experiences money can't buy. With the free Hilton Honors app, guests can book their stay, select their room, check in, unlock their door with a Digital Key and check out, all from their smartphone.
Why Work With Us
Hilton is proud to be recognized as the World’s Best Workplace by Great Place to Work and Fortune. At Hilton, every job makes the stay. Team Members can make an impact, be themselves, build new skills, grow their careers, explore opportunities around the world, and enjoy people-first benefits like Go Hilton travel discounts.
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With more than 9,400 hotels and properties in 144 countries and territories, plus corporate offices and teams around the world, Hilton offers opportunities to build a career in destinations and communities worldwide.
