Guest Service Supervisor – Hilton Garden Inn GR-Suburban Inns

Job Description

Job Title: Guest Service Supervisor – Hilton Garden Inn GR

Company: Suburban Inns

Location: Grand Rapids, MI

Pay: $18.5 per hour

AI Pay Analysis: An hourly rate of $18.50 for a Guest Service Supervisor at Hilton Garden Inn in Grand Rapids, MI, is generally on the lower side compared to industry standards. According to various salary survey platforms, the typical pay for similar positions in Grand Rapids typically ranges from $20 to $25 per hour, depending on experience and specific responsibilities. While this rate may align with entry-level supervisory roles in the hospitality sector, it may not fully reflect the expectations for a supervisory position that often requires a blend of customer service, leadership, and operational skills. As such, the offered wage may be considered less competitive, particularly for individuals with relevant experience.

Job description:

The Hilton Garden Inn offers a vibrant and fast-paced work environment with abundant opportunities for professional growth. We invite you to join our exceptional team in the Hospitality Industry!

Starting Wage: $18.50/hour, commensurate with experience
Shift: Flexible, including 1st, 2nd, and occasional 3rd shifts; weekend availability required

Benefits:

• Discounts on hotel and restaurant services
• Accrued Paid Time Off for all team members
• Health, vision, dental, and life insurance for full-time employees
• Flexible work schedules
• Paid holiday benefits
• 8 hours of paid volunteer time annually
• Opportunities for advancement and professional development
• Monetary recognition and referral programs
• Fully paid maternity, paternity, or adoption leave for eligible employees
• Access to the Employee Assistance Program (EAP) through Pine Rest, which includes 3 free counseling sessions, online resources, and consultations for legal, financial, and elder care

As a Guest Service Supervisor, you will champion strong sales techniques and deliver exceptional guest service in alignment with Suburban Inns’ Core Values and brand standards. Your role will be pivotal in ensuring complete guest satisfaction, maintaining high service quality among Guest Service Representatives, and supporting the overall sales efforts of the property.

Essential Functions:

• Fulfill all essential responsibilities as outlined in the Guest Service Representative job description
• Assist in the recruitment, hiring, and performance evaluation of Guest Service Representatives
• Facilitate the training of newly hired Guest Service Representatives, including concierge and brand training
• Ensure compliance with Suburban Inns’ sales standards among all team members
• Collaborate in prospecting new hotel business and relay insights to the sales department
• Uphold the employment and performance standards dictated by Suburban Inns’ core values
• Maintain an orderly and inviting front desk area
• Rotate Manager on Duty shifts as required, especially on weekends
• Monitor and rectify any discrepancies in the Property Management System daily
• Conduct property inspections, addressing any issues encountered, including waste management and safety concerns
• Complete all necessary emergency training per brand standards, ensuring thorough documentation and staff awareness of safety protocols
• Adhere to proper accounting practices related to guest charges, payments, and cash drawer management
• Deliver outstanding guest service and advocate for service principles among all team members, including:
  • Providing detailed information about hotel policies, services, and amenities
  • Assisting guests with inquiries regarding local attractions, dining, and entertainment options
  • Addressing guest concerns with professionalism and tact
  • Reviewing guest feedback and assisting in service recovery efforts
  • Exceeding brand standards and promoting member enrollments
  • Ensuring effective communication across all hotel departments
  • Following all Suburban Inns processes diligently
  • Maintaining regular attendance
  • Performing additional duties as requested by management

Position Requirements:
Minimum Knowledge: Ability to interpret and extract information, perform arithmetic functions, and demonstrate proficiency in typing and computer skills, including record-keeping and word processing. Effective communication skills are essential.

Formal Education and Job-Related Experience: A high school diploma or equivalent is required, along with at least one year of experience as a Guest Service Representative. Brand-specific experience is preferred.

License, Registration, and/or Certification Required: First Aid/CPR Certification and TIPS training (may be completed upon hire).

Work Schedule: Regular duties may require varying shifts including days, evenings, nights, holidays, and weekends based on business needs.

Required Travel: Occasional travel to other Suburban Inns locations for training purposes may be necessary. Most responsibilities will be conducted on-site.

Uniform and Appearance Guidelines:
Uniform: Business professional attire is required, with name tags provided. Team members are responsible for approved footwear.

Appearance: All facial piercings must receive management approval. Hair should be well-groomed. Tattoos not covered by the uniform must be pre-approved in writing by management. Tattoos deemed offensive or inappropriate must be concealed at all times. This policy will be enforced by the supervisor, ensuring compliance without discrimination based on protected characteristics. The Vice President of Operations reserves the right to override any management decisions regarding appearance protocols.

As a dynamic organization in a rapidly evolving industry, the responsibilities associated with this position may change periodically in response to business demands. The incumbent may be required to undertake additional and/or modified responsibilities beyond those outlined above.

Job Posting Date: Wed, 14 May 2025 02:36:14 GMT

Apply now!