Hersha Hospitality Management

Manages hotels and investments for owners

Guest Service Supervisor

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeOrlando, FL, USAIn-person

About the Job

Requirements

Two years of previous front desk experience are required.
A high school diploma or equivalent is preferred.
Previous supervisory responsibility is preferred.
The role requires standing for extended periods; walking; pushing; lifting up to 25–50 pounds; bending and reaching; climbing or balancing; and stooping, kneeling, or crouching.
The work schedule may include holidays and weekends.

Responsibilities

Supervise front desk staff to ensure brand, hotel, guest service, and sustainability standards are met.
Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and HHM core values.
Supervise front office associates to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
Communicate guest service scores to drive improvement and higher guest satisfaction.
Review TripAdvisor 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 work to resolve them.
Train or instruct employees in job duties or company policies, or arrange for training to be provided.
Develop work schedules according to budgets and workloads.
Monitor inventory levels and requisition or purchase supplies as needed.
Follow sustainability guidelines and practices related to HHM’s EarthView program.
Practice safe work habits, wear protective safety equipment, and follow Material Safety Data Sheet and Occupational Safety and Health Administration standards.
Cross-train in all areas at the front office to assist guests.
Perform other duties as requested by management.

Overview

Opportunity: Guest Service Supervisor

Supervise front desk staff ensuring brand/hotel guest and sustainability standards are met.

Potential Career Path

Front Desk Manager – Assistant General Manager or Sales Manager – General Manager or Director of Sales

Essential Job Functions

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.
Develop work schedules according to budgets and workloads.
Monitor inventory levels and requisition or purchase supplies as needed.
Follow sustainability guidelines and practices related to HHM’s EarthView program.
Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
Cross-train in all areas at the front office to assist guests.
Perform other duties as requested by management.

Position Requirements

High School diploma or equivalent preferred.
2 years previous front desk experience required.
Previous supervisory responsibility preferred.

HHM Hotels Benefits and Perks

Competitive wages for full time and part time opportunities
Medical, Dental and Vision Health Insurance
Paid Time Off
401k Company Match
Daily Pay
Free Basic Life Insurance
24/7 access to TELUS Health, a confidential work-life resource.
Travel Discounts
Commuter Transit and Commuter Parking Benefits
Employee Assistance and Wellness Program
Educational/Professional Development
Referral Bonus Program

Work Environment and Context

Work schedule varies and may include working on holidays, and weekends.
Requires standing for extended periods, walking, pushing, lifting up to 25-50 pounds, bending and reaching; climb or balance; stoop, kneel, or crouch.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

About Us

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.

To see other opportunities at this location, click here.

About the Company

Hersha Hospitality Management

Manages hotels and investments for owners

HHM Hospitality Management (HHM) runs and oversees hotels for owners and investors across the United States. It provides hotel management and investment services, handling day-to-day operations, sales, marketing, and financial performance to improve profitability. The main product is the management of hotel properties on behalf of owners, with revenue coming from management fees, shared incentives based on performance, and returns from investments. HHM differentiates itself through deep industry experience, a strong leadership team, and a broad U.S. portfolio that serves both business and leisure travelers, plus a commitment to community engagement and sustainability. The company’s goal is to help property owners maximize efficiency and profitability while delivering quality guest experiences and contributing to local communities.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Philadelphia, PA
Founded: 2006

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