Guest Services Supervisor

Job description

Exceptional Hospitality Starts with You

As a Guest Service Supervisor , you will supervise Front Office and Food & Drink operations, leading by example to deliver exceptional guest experiences. You'll supervise daily operations, coach and motivate team members, resolve guest issues, and help drive departmental performance in line with Hilton's service standards.

Here is what you will be doing on a typical day;

·  Lead, support and motivate team members during shifts.
·  Deliver excellent guest service, supporting arrivals, departures and service recovery where needed.
·  Handle guest feedback and complaints professionally, ensuring positive outcomes.
·  Support team training, onboarding and development.
·  Monitor service quality and identify opportunities for improvement.
·  Ensure compliance with hotel policies, health & safety, food safety and licensing requirements.
·  Drive revenue through upselling and achievement of departmental targets.
·  Maintain high standards of cleanliness, presentation and brand compliance.
·  Work collaboratively across departments to deliver seamless guest experiences.
·  Support the achievement of guest satisfaction, KPI and business performance goals.

 

What We're Looking For

·  Experience in Front Office, Food & Beverage or a hospitality supervisory role.
·  Strong leadership, coaching and team development skills.
·  Passion for delivering outstanding guest experiences.
·  Excellent communication and interpersonal skills.
·  Strong organisational skills with the ability to manage competing priorities.
·  Proven problem-solving and decision-making abilities.
·  Experience handling guest complaints and service recovery.
·  Good IT skills and experience using hotel systems/POS platforms.
·  Flexibility to support multiple departments and changing business needs.
·  Experience working towards KPIs, budgets and guest satisfaction targets.

 

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.

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands ,  and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.
Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.
Curious about life at Hilton? Explore our  Careers Blog  to see why we’re more than a great place to stay—we’re a great place to work.