Job Details

Why Tru by Hilton: For 2025, Hilton is the 1 Best Company to Work For in the U.S. – our fourth time reaching this top honor. We first appeared on the Great Place to Work list in 2016 based on our commitment to our purpose and one another. We have since become the best hospitality company in the world and have earned over 600 awards, including over 65 1 wins globally. These accolades are a direct result of the heart and soul we put into the work we do each day to serve our guests. 95% of Hilton employees say it is a great place to work, compared to 57% of employees at a typical U.S.-based company. Join our Tru by Hilton Spokane Valley team today to experience why! Job Purpose: The Guest Service Supervisor is responsible for increasing customer satisfaction by providing and overseeing efficient and courteous Front Desk service in accordance with the Company and brand standards. The Guest Service Supervisor ensures a smooth check-in/check-out process and that all payments are made. The incumbent manages all lobby activities and oversees the functionality of the hotel amenities. This role will train and supervise employees, manage schedules and shifts, and ensure safety and security for employees and guests. Benefits Available: Medical Dental Vision EAP and Life Insurance Paid Time Off based on length of service Paid Holidays Go Hilton (Team Member Travel Discount) Duties & Responsibilities: Ensuring that the Front Desk areas of responsibility are handled properly with thoroughness, accuracy, and efficiently, in a fun and friendly environment: check-ins/check-outs, phones, on-site reservations, group arrivals and departures. Responding to requests or complaints made by guests in a professional and polite manner to guarantee customer satisfaction. Implementing procedures to improve services offered with the aim of attracting new customers and have a high return of repeat guests. Assist in recruiting and training new team members matters of professional conduct and ensuring that there is always enough staff by organizing staffing schedules efficiently. Ensure that guest service representatives maintain a well-groomed, professional appearance at all times, including uniform and name tag. Supporting service personnel with questions posed by guests and taking over from the support staff if any issues arise. Personally assist guest service representatives during peak times, breaks, tardiness and absences. Understanding what guest expectations are and anticipating problems to prevent complaints. Review all incoming reservations, pre-block rooms with special requests, and coordinate special requests with team members. Oversee and assist with amenity, gift shop, beverage station, and pantry orders and inventory. Acting as a link between guests and hotel management. Attending meetings with management to discuss problems and strategies for improvement. Handling and balancing cash or payments made by credit card. Understanding safety and emergency procedures. Other duties as assigned by management. Skills & Qualifications High school diploma or GED required. 21 years of age or older. A minimum of 2 years; experience in a similar role Proficiency in Excel, PowerPoint, Microsoft Word, and hospitality software (preferably OnQ, PEP). A proven track record of being able to lead a team and multitask. Flexibility and a willingness to work beyond scheduled hours for AM, PM and Night Audit shifts, including on weekends and Holidays. An ability to identify areas needing change or improvement to offer guests an excellent hotel experience. Understanding of and compliance with hotel policies and regulations and communicating these clearly to the staff. Must be an effective communicator, self-motivated, able to work with a team and independently and leads by example. Maintain an open line of communication with other departments and management. Reporting on daily operations in a timely manner. Direct Reports: Front Desk/Front Office and Breakfast Attendants Compensation details: 19-21 Hourly Wage PI7e77e426e95f-25448-#######0