Supervisor Front Desk

Essential Duties & Responsibilities

• Assign and instruct Front Desk Agents, Operators and Bell Attendants in detail to work.
• Observe performance and encourage improvement.
• Monitor lobby traffic to make staffing adjustments accordingly.
• Supervise 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 Front Desk Agents, Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests.
• 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.
• 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.
• Monitor performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the Front Desk.
• Assimilate into The Hilton Blue Energy culture through understanding, supporting and participating in all elements of Blue Energy.
• Demonstrate working knowledge of the service standards.

Supportive Functions

• Perform other duties as assigned by the Director of Front Office.
• Complete daily checklists of duties, to assure that appropriate reports are filed, and use analysis and judgement skills when preparing room discrepancy report.
• Pre-Register all VIP’s and Hilton Honors Reservations so that the rooms may be inspected, and at the same time to ensure amenities are delivered to the correct rooms.
• Prepare daily forecast of expected arrivals and departures using analysis and judgement skills.
• Operate office equipment such as facsimile and photocopier as needed.
• Respond promptly to guest requests for a supervisor or manager.