Front Desk Supervisor

Two years combined prior hotel front desk and supervisory experience or equivalent education required.

Position Purpose:

Showcase your leadership, where you will lead our team of Front Desk, PBX, and Reservation Agents to maximize front office operations and ensure exceptional guest service.

Essential Functions:

• Supervision of all front desk operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
• Assist in monitoring and developing team member performance to include, but not limited to, providing supervision, and providing positive reinforcement and feedback
• Assist in monitoring and assessing service and satisfaction trends, evaluate and address issues and make improvements accordingly
• Oversee the VIP guest process including, but not limited to, reviewing VIP reservations and ensuring smooth check-in/check-out
• Assist with up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
• Assign hotel rooms to all guests prior to arrival taking into account guest requests and upgrades for VIP guests
• All other duties as assigned by your supervisor
• Assist in training new front desk team members
• Inform front desk agents of changing Hilton policies and procedures.
• Will be manager on duty at night during lower occupancy.
• Using e-mail to communicate with guests and/or hotel employees.

Supportive Functions:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

• Summons guest service personnel for assistance to escort guests to their rooms as appropriate.
• Prepares daily forecast of expected arrivals and departures. Requires analysis and judgment skills.
• Provides safety deposit boxes for guests in back office.  Guest will fill out file card for hotel records.
• Use the photocopier to make copies of items as required.
• File registration cards in room number order.
• Retrieve registration cards from the files for each check out.
• Other duties as assigned by the supervisor such as assisting in roles of Front Office Manager, Night Audit, Reservations, Bell Captain, or Manager on Duty, etc.

Other:

Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all employees are required to fully comply with Hilton rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.