Front Desk Supervisor

Job Overview

About the role

Provides guidance and leadership to Guest Service associates as the Front Desk Supervisor, ensuring consistent quality customer service is delivered.

Responsibilities

• Communicate effectively both verbally and in writing to provide clear direction to staff.
• Assign and instruct guest service agents in the details of work.
• Observe performance and encourage improvement.
• Greet guests immediately with a friendly and sincere welcome.
• Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions.
• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information, including the number of guests and room rate.
• Promote brand-specific marketing programs.
• Make an appropriate selection of rooms based on guest needs.
• Code electronic keys.
• Nonverbally confirm the room number and rate.
• Provide welcome folders containing room keys.
• Close out guest accounts at the time of checkout.
• In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowances.
• Verify and imprint credit cards for authorization using electronic acceptance methods.
• Handle cash, make change, and balance an assigned house bank.
• Accept and record vouchers, traveler's checks, and other forms of payment.
• Perform accurate, moderately complex arithmetic functions using a calculator.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using a positive and clear voice.
• Input messages into the computer.
• Retrive messages and communicate the content to the guest.
• Retrive mail, small packages, and facsimiles for customers as requested.
• Remain calm and alert, especially during emergencies and/or heavy hotel activity, serving as a role model for clerks and other employees.
• Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
• Make decisions and take action based on previous experience and good judgment, sometimes revising the approach to accommodate unusual situations.
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Communicate both verbally and in writing to provide clear direction to staff.
• Comply with attendance rules and be available to work regularly.
• Perform any other job-related duties as assigned.

Requirements

• Self-starting personality with an even disposition.
• Maintain a professional appearance and manner at all times.
• Can communicate well with guests.
• Willing to "pitch in" and help co-workers with their job duties and be a team player.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Basic mathematical skills and considerable skill in the use of a calculator without error.
• Ability to access and accurately input information using a moderately complete computer system.
• Ability to stand, walk, and continuously perform behind the front desk.
• Ability to observe and detect signs of emergencies.
• Ability to communicate verbally and in writing and prepare complete reports of room availability and revenues generated.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.

Qualifications

• High school diploma or equivalent; hospitality or customer service education is a plus.
• Previous hotel front desk or customer service experience preferred.
• Experience with hotel property management systems (e.g., OnQ) is a plus.
• Must be at least 18 years of age.

Benefits

• 401(k) for eligible employees.
• Hilton Team Member travel discounts and benefits.
• Flexible schedule.
• Sick time off.
• Opportunities for career growth and training.

Work Location

In person.