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Guest Service Supervisor

DoubleTree by Hilton Hotel Omaha Downtown

1616 Dodge Street
Omaha, NE 68102

Hotel de 414 Habitaciónes
Gestionado Por Westmont Hospitality Group
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Tiempo Completo

The Guest Service Supervisor oversees hotel operations during evening shift hours, with a primary focus on Front Office performance, guest satisfaction, and overall team coordination. This role ensures consistent follow-up on guest needs, supports evening shift associates across departments, and maintains a strong emphasis on safety and security.

In partnership with the Front Office Manager, the Guest Service Supervisor contributes to daily operations, workforce planning, and staffing to ensure alignment with hotel standards and procedures. This position plays a key role in delivering exceptional guest experiences while maintaining operational efficiency.

During evening shifts, the Guest Service Supervisor serves as the primary point of contact for escalations, responding promptly to guest concerns, resolving issues effectively, and managing emergency situations as they arise. This role is essential in ensuring a safe, secure, and seamless environment for both guests and team members.


ESSENTIAL JOB FUNCTIONS 

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week. Must be available to work 2nd shifts, weekends, and holidays.

  •    Manage and monitor activities of all employees in the Front Office, Drivers, Housekeeping/Laundry, Maintenance, and F&B departments making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
  •    Maintain a professional and high-quality service-oriented environment at all times.
  •    Act as supervisor on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests, and any other issues that may arise.
  •    Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.
  •    Inform all Overnight staff of nightly activities, group, and VIP arrivals as well as special requests and repeat guests. Check accommodations, make sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.
  •    Must be able to do scheduling, payroll, and other paperwork
  •    Must actively participate in the decision-making process on guest relocation for nights when overcapacity, execute accordingly and ensure a smooth relocation process. This effort must be coordinated with the Front Office Manager and/or Manager on Duty prior to shift start.
  •    Assist the Front Office Manager in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling, and purchasing.
  •    Work closely with the Housekeeping Department to improve guest services and foster cross-departmental communication.
  •    Be aware and able to enforce all fire-life safety procedures. Remain current in all updates with regard to new procedures and training. Ensure staff is fully trained in emergency procedures. This position is a member of the hotel’s emergency response team.
  •    Report any suspicious persons, activities, and/or hazardous conditions to the Security department and/or the Front Office Manager.
  •    Perform regular room and public space inspections on a nightly basis. 
  •    Complete pre-shift meetings with all departments and ensure communication continues throughout the hotel.
  •    Complete SALT tracking and develop/deliver on Continuous Service Improvement Plans involving staff in each department.
  •    Follow up with other department heads in project work and staff productivity.
  •    Perform other duties as assigned. 

    KNOWLEDGE, SKILLS & ABILITIES

  •    Basic leadership skills including coaching, motivating, counseling, and disciplining. 
  •    Ability to use computer keyboard, telephone, and electronic equipment to meet requests effectively. 
  •    Ability to communicate all significant incidents/accidents in clear English language, utilizing excellent writing skills. 
  •    Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to diffuse anger and collect accurate information and professionally resolve problems. 
  •    Considerable knowledge of all departments’ functionality, hotel facilities/services, as well as city and current events. 
  •    Excellent verbal communication skills. 
  •    Good hearing and visual ability in order to detect signs of an emergency. 
  •    High school diploma required. 
  •    Prior hotel experience required, prior supervisory experience preferred. 
  •    Conflict resolution skills. 
  •    Multi-tasking skills. 
  •    Ability to meet deadlines and work toward department goals. 

    PHYSICAL DEMANDS

  •    Ability to stand and move throughout the front office and continuously performs essential job functions. 
  •    Lifting up to 50 pounds maximum. 
  •    Occasional twisting, bending, stooping, reaching, standing, walking. 
  •    Frequent talking, hearing, seeing, and smiling

    We are a drug-free workplace. Pre-employment drug screen required.

    EOE/AA

    • Publicado 6 De Mayo De 2026

    Acerca de DoubleTree by Hilton Hotel Omaha Downtown

    Blocks From Downtown Omaha's Old Market

    Off Highway 6 and I-480, our downtown hotel is a half-mile from Omaha's Old Market. We're within five minutes of CHI Health Center and Charles Schwab Field Omaha, with a free shuttle to Eppley Airfield – also covering a four-mile radius. Enjoy our heated indoor pool, a fitness center, and a warm DoubleTree Chocolate Chip Cookie at check-in.

    Dining and Drinks

    Our casual Signatures Restaurant is open for breakfast and lunch, serving classic American cuisine buffet-style and à la carte. City Center Pub serves a full menu including appetizers and cold beverages, open from late lunch until 2am.

    Meetings and Events

    Our hotel features 29,000 square feet of meeting space, featuring the 19th floor Executive Meeting Center and the 1,000-person Grand Ballroom. Catering and A/V professionals are on-hand.

    Acerca de Westmont Hospitality Group

    Benefits of working at Westmont

    Career Growth within the company

    You have the opportunity to work in different roles at one hotel, or move to different hotels in the portfolio, including across brands or internationally.

    Entrepreneurial Culture

    You have the chance to make an impact at Westmont. We value entrepreneurial spirit, and we encourage our team members to think of the hotel as their own. We appreciate creativity, flexibility, and we provide you with the resources you need to succeed.

    Rewards and Recognition

    As owner-operators, we understand the commitment and dedication necessary to run a hotel. We honor and value each team member’s service through reward programs at the hotel and corporate level. When you succeed, we all succeed.

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