Guest Service Supervisor

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will manage the daily operations of the front office and guest services teams, ensuring that all guests receive outstanding service. You will manage check-in and check-out processes, resolve guest concerns, and lead a team of front desk agents and guest service representatives to meet the hotel’s service standards. As a Guest Service Supervisor, you’re not just managing daily front office operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

・Practical experience in the front office or guest services department of a luxury hotel
・Experience as a team leader or supervisor
・Excellent communication and interpersonal skills
・Proficiency in hotel management systems (PMS)
・Business-level proficiency in both Japanese and English
・Ability to work flexible shifts, including nights, weekends, and holidays

Here’s what you’ll do during a typical day:

• Overseeing the entire guest services team and training new employees
• Greeting and seeing off guests
• Assisting with luggage and escorting guests to their rooms
• Providing information about guest rooms and hotel facilities
• Providing support services, such as arranging taxis and deliveries
• Maintaining and managing the lobby area
• Collaborating with other departments (front desk, concierge, etc.)
• Providing service in accordance with brand standards