Front Office Supervisor

3 months ago

Las Vegas, United States Waldorf Astoria Hotels & Resorts Full time

Oversees front desk operations. Provides guest service, guidance and leadership to ensure consistent customer service is provided. Assigns and instructs team members in details of work. Monitors lobby traffic to make staffing adjustments accordingly. Resolves customer complaints. Trains, supervises, schedules and assists in evaluating staff.

Scope of Position

The Front Office Supervisor is responsible for supporting the Assistant Front Office Managers and Front Office Managers in overseeing the effective and efficient operation of Front Office, which includes Guest Service Agents, Concierge, Rooms Control, and Personal Concierge.

Duties and Supporting Responsibilities

•Operate the Front Office properly, efficiently, and with profitability

•Supervise and assist Guest Service Agents, Rooms Control, Concierge, and Personal Concierge with their duties if necessary

•Ensure frequent management presence at the Front Desk

•Enforce company, hotel, and departmental policies and procedure

•Ensure a warm and genuine arrival and departure experience in compliance with Forbes Five-Star standard

•Coordinate guest experiences with other departments in a cooperative manner

•Effectively communicate information and guest requests to all relevant department

•Personally welcomes guests in VIP categories as well as repeat guests; recognize and anticipate their individual need

•Independently own VIP groups to provide a seamless experience

•Ensure that guest history records are accurately maintained and all repeat guests preferences are met

•Facilitate training initiatives (including new hire training) for Guest Service Agents, Concierges, and Personal Concierge

•Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff

•Handle and document all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily

•Lead the team by example to achieve departmental goals, such as the upsell program, engagement in the Hilton Honors loyalty program, and internal concierge booking

•Strategically manage room inventory to provide a positive guest experience, while maximizing occupancy and overall profitability

•Identify quality improvement trends and effectively communicates issue to the Front Office Manager

•Execute special projects to enhance guest experience, hotel revenue/profitability, or employee engagement

•Perform any other reasonable duties as required by the Front Office Manager

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

  • Hospitality - We're passionate about delivering exceptional guest experiences.
  • Integrity - We do the right thing, all the time.
  • Leadership - We're leaders in our industry and in our communities.
  • Teamwork - We're team players in everything we do.
  • Ownership - We're the owners of our actions and decisions.
  • Now - We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes:
  • Quality
  • Productivity
  • Dependability
  • Customer Focus
  • Adaptability
  • Mandatory

    •1 year of Front Desk experience within a luxury environment

    •Strong verbal and written communication skills in the English language

    •Ability to multi-task

    •Fully flexible schedule with ability to work all shifts (including overnight) with varied days off

    •Strong knowledge of front office operations, including cashier and reception

    •Ability to work well in a team environment

    •Ability to stand for extended periods of time

    •Computer literacy which is not limited to: Excel, Power Point and Word

    •Professional appearance and demeanor

    Preferred:

    •Bachelor's degree in Hospitality Management or a related field

    •2 years of Front Desk experience

    •Experience in managing room inventory

    •1 year of Front Desk supervisory/management experience

    •OnQ Experience

    •Fluency in a secondary language


What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day.And, our amazing Team Members are at the heart of it all

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