Front Desk Supervisor
6 days ago
The Front Desk Supervisor is a key member of our hotel team, responsible for ensuring a seamless and enjoyable experience for our guests. As a Front Desk Supervisor, you will be the first point of contact for our guests, and will be responsible for managing the front office operations to achieve customer satisfaction, quality service, and compliance with corporate policies and procedures.
Key Responsibilities- Supervise front desk operations during assigned shifts to ensure a consistently high standard of service.
- Greet guests with a friendly and sincere welcome, and provide accurate information about hotel services and local attractions.
- Assist staff with front desk functions, including PBX Operator duties.
- Conduct daily stand-up meetings and communicate effectively with staff to ensure guest service standards are met.
- Manage workflow, room status, and group activity, and communicate changes and updates with other departments to positively impact the guest experience.
- Resolve discrepancies on the room status report with Housekeeping.
- Manage guest requests, inquiries, and complaints promptly and completely, and ensure follow-up with guests is performed in a timely manner.
- Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
- Assist management in training and motivating employees to increase team efficiency and overall productivity.
- Maintain a safe work environment within the front office operations, and report accidents, injuries, and unsafe work conditions in accordance with hotel procedures.
- High school diploma or equivalent required, and college degree preferred.
- Minimum 2 years previous hotel front desk experience required, with supervisory experience preferred.
- Hilton brand experience preferred, with Hilton OnQ experience a plus.
- Ability to access and accurately input information using a moderately complex computer system.
- Able to handle cash and credit transactions.
- General knowledge of local area attractions and transportation.
- Ability to effectively deal with internal and external customers with tact and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
- Ability to observe and detect signs of emergency situations.
- Ability to establish and maintain effective working relationships with associates, customers, and patrons.
- Command of the English language, both written and verbal.
- Ability to multi-task, prioritize, and provide excellent follow-up skills and customer service.
This position requires standing for 75% or more of the time, with some lifting required. Regular attendance and flexibility to work varied shifts, including weekends and holidays, are essential to the successful performance of this position.
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