Guest Service Supervisor

Division DoubleTree San Diego Del Mar

Description
The Guest Service Supervisor ensures an exceptional guest experience by delivering courteous, professional, and efficient service. This role is central to the smooth operation of the front desk, from guest check-in/check-out to handling inquiries and reservations, while also supporting the team and stepping in for leadership when needed.

How You'll Shape The Experience & Future

• Greet, register, and assign rooms to guests, ensuring discretion and professionalism.
• Issue room keys and provide escort instructions to Bell staff or directly to guests.
• Answer guest inquiries regarding hotel services, local dining, entertainment, and travel.
• Maintain accurate records of room availability, guest accounts, and reservations.
• Process billing, collect payments, issue change, and post charges (room, food, beverages, phone, etc.).
• Handle mail, messages, and communications using hotel equipment.
• Enforce credit policies and ensure proper handling of cash and deposits.
• Take initiative to warmly engage with guests, creating a welcoming environment.
• Oversee assigned employees in the absence of the Department Manager, including work assignments and performance oversight.
• Make arrangements for guests (restaurant, transportation, entertainment, special amenities).
• Safeguard guest valuables when needed.
• Flexibly work overtime and irregular hours when required.
• Perform additional duties as assigned by leadership.
• Other duties as assigned.

KEY STRENGTHS FOR SUCCESS

• Strong interpersonal and communication skills with a guest-first mindset.
• Ability to multitask in a fast-paced environment.
• Detail-oriented with high accuracy in financial transactions.
• Problem-solving mindset and resourcefulness.
• Leadership capabilities to manage and guide team members when needed.
• Discretion and professionalism when handling sensitive guest information.
• Adaptability to changing schedules and priorities.

Professional Experience

• Minimum 1 year in guest services, general office, accounts receivable, or customer service; OR an equivalent combination of education and experience.
• Experience handling guest inquiries and resolving concerns in a professional manner.
• Proven track record of accurate financial handling and adherence to policy.
• Supervisory or team leadership experience preferred.

ACADEMIC BACKGROUND

• High School Diploma or equivalent required.

Benefits

• Medical, dental, and vision (HSA available)
• Company-paid disability & life insurance
• Employee Assistance Program
• Supplemental benefits
• 401(k) with match
• Employee discounts
• Paid vacation & sick time

Position Requirements

Successful completion of a background check is required prior to employment.

EOE Statement HM Alpha Hotels & Resorts is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We are committed to providing an environment of mutual respect, the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex (including pregnancy and gender identity), national origin, age (40 or older) disability, genetic information, family or parental status, military service, or any other status protected by the laws or regulations in the locations where we operate. HM Alpha Hotels & Resorts will not tolerate discrimination or harassment based on any of these characteristics.