Job Description
The Guest Operations Supervisor is in charge of the operation of the entire Guest Service department (Front Desk / Restaurant) and the management of Guest Operation Team Members , as well as effective communication with other department managers.
Responsibilities
Guest Service & Experience
- Maintain strong relationships with guests, ensuring high service standards and personalized experiences.
- Greet VIP guests daily and oversee their service experience.
- Address and resolve guest complaints promptly, escalating issues to the Guest Operations Manager when necessary.
- Maintain guest profiles and booking information for seamless service.
- Stay informed about local attractions and services to provide recommendations.
Revenue & Sales Management
- Drive revenue by implementing and monitoring sales promotions at the Front Desk and Restaurant.
- Ensure all team members understand and contribute to room and restaurant sales targets.
- Work closely with Sales, Reservations, and Business Development teams to enhance guest services and explore new business opportunities.
- Ensure compliance with the company's credit policy to meet revenue targets.
Team Leadership & Development
- Lead, motivate, and train team members to maintain high performance levels.
- Identify training needs, encourage skill development, and mentor employees for career growth.
- Plan and prepare high-potential team members for leadership roles.
- Ensure adherence to Hilton brand standards and company policies.
Operational Excellence
- Oversee the department with a sales-driven approach to maximize hotel profitability.
- Implement necessary action plans to achieve annual revenue goals.
- Keep senior management informed about risks, opportunities, and performance metrics.
- Ensure smooth communication between Guest Services and other hotel departments.
- Monitor restaurant operations, collaborate with the Kitchen team on menu updates, and evaluate financial performance.
Compliance & Safety
- Adhere to hotel safety policies, emergency procedures, and operational standards.
- Ensure all team members comply with company policies and service guidelines.
Additional Responsibilities
- Assist in talent recruitment and retention to maintain a strong team.
- Provide high-quality service to Hilton Honors members and promote the program to other guests.
- Ensure accurate room assignments and guest preference management.
- Attend daily meetings and contribute to hotel-wide initiatives.
- Perform any other duties as assigned by management.
Qualifications
- College degree or above with good command of English to meet business needs.
- 3 to 5 years of experience in Front Desk and Restaurant management.
- Strong coordination and communication skills.
- Patient with high sense of responsibility and proactive in dealing with problems.
- Strong sense of responsibility and self-motivation.
- A strong team player who can work well independently.
About Us
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.
