As a Reception Supervisor, you will be responsible for ensuring that all arriving guests are greeted to Hilton Grand Vacations brand standards. Consistently delivering a high standard of service to enhance the owners and guests’ stay and experience. Your role is to support the team on shift in delivering a wonderful pre‑arrival and welcome to the resort, sharing a passion for delighting guests, paying attention to the details that make their stay special, and supporting the front desk and night teams to excel and create meaningful memories.
Responsibilities
* Ensuring all pre‑arrival information is produced and communicated to guests and the relevant departments in accordance with brand standards and the spirit of Inspired Hospitality & Make It Right.
* Providing Duty Manager cover as the business dictates while maintaining a hands‑on, guest‑facing role with a genuine sense of arrival.
* Responding to and analyzing guest responses received via internal systems such as Qualtrics and Trip Advisor, and where appropriate discussing or sharing solutions to issues with other departments.
* Ensuring all guests have been fully communicated with prior to arrival and that their details have been correctly entered into Clarity.
Qualifications
* Previous supervisory experience in Front Office within the hotel, leisure, or retail sector.
* High level of IT proficiency.
* Strong attention to detail.
* Experience managing and developing people.
* Excellent guest focus, interpersonal and communication skills, using HGV tools, Make it Right & Inspired Hospitality.
* Accountable and resilient.
* Commitment to delivering a high level of customer service.
* Ability to work under pressure.
* Excellent grooming standards.
* Team player – collaborative, flexible, fun, and dynamic.
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