Front Office Supervisor - Hilton Harrisburg, PA 17101

Pay

Starting from USD $22.00 per hour.

About the role

Provide guidance and leadership as the Front Office Supervisor and ensure consistent quality of customer service is provided to all guests in accordance with Hilton standards.

Responsibilities

• 40% Assign and instruct Guest Service Agents, Operators and Valets in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.
• 30% Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel. Assist Guest Service Agents, Operators, Valets and other departments with any questions or requests.
• 10% Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered.
• 10% Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton standards.
• 10% Monitor performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the front desk.

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. 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.

Other Duties

• Perform other duties as assigned by GSM or FOM.
• Complete daily checklists of duties, to assure that appropriate reports are filed, and use analysis and judgment skills when preparing Room Discrepancy Report.