Front Desk Supervisor

About the role

The DoubleTree by Hilton Omaha Downtown is looking for talented individuals with a hospitality attitude who truly want to make a difference every day! If you are looking to make a difference, we want to talk to you!

Responsibilities

• Greets 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 rates.
• 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, certificates, and coupons as appropriate.
• Closeout guest accounts at the time of check out.
• In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowance.
• Requires standing and continual mobility throughout the front office area.
• Promptly answer the telephone using a positive and clear English language.
• Input messages into the computer.
• Retrieve messages and communicate the content to the guest.
• Retrieve mail, small packages, and facsimiles for customers as requested.
• Manage Third Party Internet billing and arrivals.
• Prepare group arrivals.
• Prepare pre-arrival packets as requested/required.
• Anticipate the flow of arrivals and take necessary steps to ensure smooth check-in/out.
• Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of the hotel.
• Ensure compliance with all brand standards.
• Coordinate and track successful completion of training on the PMS system.
• Monitor and track the time and attendance of associates.
• Reinforce attendance policy with staff; recommend progressive discipline procedures for associates who are not in compliance with the standard.
• Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey.
• Work with other supervisory and management staff to address all areas to ensure a consistent quality work environment.
• Assists other Front Desk Personnel when need.
• Perform any related duties as requested by management.

Qualifications

• Two years combined prior front desk and supervisor experience.
• Prior Hilton experience preferred

Benefits

Full-Time Associates are eligible to enroll in the following benefits for themselves and their families beginning the first of the month after 60 days of service:

• Medical, Dental, and Vision Insurance
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Optional Life Insurance
• Long-Term Disability Insurance
• Company-Paid Life Insurance (All Full-Time Associates receive company-paid life insurance coverage.)
• 401(k) Retirement Plan (Team members are eligible to participate after 1 year of service, having worked at least 1,000 hours and are 21 years of age or older. Plus, take advantage of our 401(k) Match to boost your retirement savings!)
• Paid Time Off & Holidays (After 90 days of service, Full-Time Associates earn up to 40 hours of sick time annually. Full-Time associates can enjoy holiday pay for six recognized holidays, plus a paid day off for your birthday! After 1 year of service, Full-Time Associates are eligible to take vacation time earned in their first year up to 40 hours. Vacation accrual increases with additional years of service.)
• Employee Referral Program (Help grow our team and earn rewards when you refer friends or family.)
• Travel Perks (Enjoy discounted room rates at Hilton properties worldwide!)

Schedule

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 flexible and can work weekends, and holidays.