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Front Desk Supervisor

2 months ago

Miramar Beach, United States Hilton Sandestin Beach Full time

Hilton Sandestin Beach prides itself on providing each guest with the very best service.  To do this, we must attract and retain only the very best team members to join us on our very special and singular journey.  While our guests are the lifeblood of our business, our team members are the heart and soul that allows our hotel to thrive. Working with Hilton Sandestin Beach means working with a group of leaders committed to your success and your future.

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee discount
  • Free daily meal service (lunch or dinner)
  • Health insurance
  • Paid sick time
  • Paid time off
  • Vision insurance

Essential Functions:

  • Supervision of all front desk operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
  • Assist in monitoring and developing team member performance to include, but not limited to, providing supervision, and providing positive reinforcement and feedback
  • Assist in monitoring and assessing service and satisfaction trends, evaluate and address issues and make improvements accordingly
  • Oversee the VIP guest process including, but not limited to, reviewing VIP reservations and ensuring smooth check-in/check-out
  • Assist with up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
  • Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
  • Assign hotel rooms to all guests prior to arrival taking into account guest requests and upgrades for VIP guests
  • All other duties as assigned by your supervisor
  • Assist in training new front desk team members
  • Inform front desk agents of changing Hilton policies and procedures.
  • Will be manager on duty at night during lower occupancy.
  • Using e-mail to communicate with guests and/or hotel employees.

Supportive Functions:

  • Summons guest service personnel for assistance to escort guests to their rooms as appropriate.
  • Prepares daily forecasts of expected arrivals and departures. Requires analysis and judgment skills.
  • Provides safety deposit boxes for guests in the back office. 
  • Use the photocopier to make copies of items as required.
  • File registration cards in room number order.
  • Retrieve registration cards from the files for each check out.
  • Other duties as assigned by the supervisor such as assisting in roles of Front Office Manager, Night Audit, Reservations, Bell Captain, or Manager on Duty, etc.

Experience: 

  • Two years combined experience in a hotel front desk and/or supervisory role required (or similar)
  • Prior supervisory experience or equivalent education required

Other:

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.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.