Guest Service Supervisor – Hilton Garden Inn-Suburban Inns

Job Description

Job Title: Guest Service Supervisor – Hilton Garden Inn

Company: Suburban Inns

Location: Grand Rapids, MI

Pay: $19 per hour

AI Pay Analysis: An hourly rate of $19 for a “Guest Service Supervisor” at the Hilton Garden Inn in Grand Rapids, MI, appears to be on the lower end of the competitive range for this role in the region. According to industry standards and data from sources like the Bureau of Labor Statistics and salary aggregation websites, the typical pay for similar supervisory positions in the hospitality sector generally ranges from $20 to $25 per hour in Michigan, particularly in urban areas like Grand Rapids. Factors such as experience, specific responsibilities, and the economic landscape can influence pay rates, but $19 may not fully align with the expectations for attracting and retaining qualified talent in hospitality management.

Job description:

The Hilton Garden Inn presents a dynamic and high-energy environment, offering numerous opportunities for career advancement. We invite you to join our exceptional team within the Hospitality Industry!

Starting Wage: $19 per hour, commensurate with experience
Shift: Flexible, with variations between first, second, and occasionally third shifts

Benefits:

• Discounts at hotel and restaurant locations
• Earned Paid Time Off for all team members
• Comprehensive insurance options (health, vision, dental, and life) for full-time team members
• Flexible scheduling to accommodate personal needs
• Holiday pay
• Eight hours of paid volunteer time each year
• Opportunities for advancement and professional development
• Recognition programs for outstanding performance
• Monetary referral incentives
• Fully paid maternity, paternity, or adoption leave for eligible team members
• Employee Assistance Program (EAP) through Pine Rest, providing three complimentary counseling sessions, an online library, and access to legal, financial, and elder care consultations

As a Guest Service Supervisor, you will be instrumental in implementing effective sales techniques and delivering outstanding guest service, in alignment with Suburban Inns’ Core Values and brand standards, while ensuring our guests enjoy an exceptional experience. Your role will include supervising and mentoring Guest Service Representatives to guarantee the highest quality of service, optimizing occupancy, and supporting the sales initiatives of the property.

Essential Functions:

• Fulfill all responsibilities outlined in the Guest Service Representative job description
• Assist with the interviewing, hiring, and evaluation of Guest Service Representatives
• Support the training of new Guest Service Representatives in hotel protocols, concierge services, and brand standards
• Ensure compliance with Suburban Inns’ sales practices among Guest Service Representatives
• Contribute to the identification of potential hotel business opportunities and relay relevant information to the sales department
• Maintain accountability standards for team members consistent with Suburban Inns’ core values
• Uphold a clean and organized front desk area
• Rotate on-duty manager responsibilities on weekends as needed
• Daily monitoring and adjustment of inventory in the Property Management System to rectify discrepancies
• Conduct property walk-arounds throughout your shift, addressing and resolving encountered issues, including the removal of any litter, used towels, and room service trays. Remain vigilant about safety and security concerns, reporting issues to the appropriate department and Guest Service Manager
• Complete any required emergency procedures training per brand standards, documenting all training conducted. Maintain knowledge of all emergency protocols to ensure compliance among team members
• Adhere to proper accounting procedures, including accurate guest charge postings, payment processing at check-in, monitoring high balances, managing cash transactions, and reconciling cash drawers
• Deliver exceptional guest service and promote the service philosophy across the team by:
  • Providing guests with comprehensive information regarding hotel policies, services, and amenities
  • Assisting guests with inquiries about local attractions, dining options, and entertainment
  • Addressing and resolving guest concerns in a tactful and professional manner
  • Analyzing guest feedback from surveys and helping to execute service recoveries
  • Exceeding brand standards and encouraging enrollment in loyalty programs
  • Facilitating open communication across all hotel departments
  • Following all established Suburban Inns processes
  • Maintaining consistent attendance
  • Performing additional tasks as directed by management

Position Requirements:

• Minimum Knowledge: Proficient in interpreting and analyzing information, performing arithmetic functions, typing, and utilizing various computer applications, including internet browsers and word processing software. Strong communication skills are essential.
• Education and Experience: A minimum of a high school diploma or equivalent experience, alongside at least one year in a Guest Service Representative role. Previous experience with our brand is preferred.
• Certifications: First Aid/CPR certification and TIPS training (can be completed upon hire).

Work Schedule: This position requires flexibility to accommodate various shifts, including days, evenings, nights, holidays, and weekends, based on business needs.

Travel Requirements: Occasional travel to other Suburban Inns properties for training may be required, although the majority of responsibilities will be carried out on the property.

Uniform and Appearance Guidelines:

• Uniform: Business professional attire. A name tag will be provided, and team members are responsible for their own Suburban Inns-approved footwear.
• Appearance: Management must approve all facial piercings. Hair should be well-groomed, and tattoos visible outside of work attire require written approval from management. Tattoos that could be considered offensive must be covered at all times. This policy will be enforced by the supervisor, ensuring adherence without discrimination related to race, religion, age, sex, national origin, disability, and other protected characteristics. The Vice President of Operations reserves the right to override any decisions made by the supervisor concerning appearance standards.

We are a dynamic organization operating within a rapidly evolving industry. Therefore, the responsibilities of this role may change over time to meet business demands. The incumbent may be required to undertake additional and/or different tasks as needed.

Job Posting Date: Wed, 12 Mar 2025 01:10:23 GMT

Apply now!