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Guest Services Supervisor

2 months ago

Orlando, Florida, United States Doubletree by Hilton Orlando Downtown Full time

About Us:

At Pyramid Global Hospitality, we prioritize our people. Our organization is committed to fostering a supportive and inclusive workplace that champions diversity, growth, and well-being. This dedication to a People First culture is evident in our employee development initiatives, benefits, and our focus on building meaningful relationships. We provide a comprehensive suite of employment benefits, including extensive health insurance, retirement plans, and paid time off, alongside unique perks such as on-site wellness programs, local discounts, and employee rates on hotel accommodations. Furthermore, we are devoted to offering continuous training and development opportunities, empowering our team members to enhance their skills and knowledge for career advancement. Whether you are embarking on your hospitality journey or are an experienced professional, Pyramid Global Hospitality presents a collaborative environment that nurtures growth and success across over 230 properties globally.

Location Overview:
At the Doubletree by Hilton Orlando Downtown, we recognize that the well-being of our team members is as crucial as the exceptional service we deliver to our guests and the communities we serve. If you possess a genuine enthusiasm for hospitality, this role is vital in delivering outstanding service and creating memorable experiences for each guest. You will engage in a fulfilling journey with a growing company.

Position Overview:
Hotel Front Desk Supervisor

We Offer:

  • Competitive Compensation
  • Health, Dental & Vision Insurance
  • Company-Paid Life & AD&D Insurance
  • Disability Insurance
  • Paid Time Off (PTO)
  • 7 Paid Holidays
  • 401(k) Matching
  • Health Savings Account Plan
  • Tuition Reimbursement
  • Associate Referral Bonus
  • Quarterly Bonus Program for all employees
  • Employee Assistance Program
  • Worldwide Hotel Room Discounts
  • Free Parking
  • Advancement Opportunities across a portfolio of over 230 hotels representing all major brands

As a Hotel Front Desk Supervisor, you will oversee the smooth and efficient check-in and check-out processes while ensuring that the Front Office team delivers exceptional guest service to enhance the overall guest experience.

  • Supervise hourly staff in the Front Office, including training, planning, assigning, and directing work, addressing complaints, and resolving issues.
  • Welcome, register, and assign rooms to guests in accordance with established procedures.
  • Complete AM and/or PM checklists, including bucket checks, credit reports, discrepancy room reports, due outs, blocking, pre-registration, shift closings, and turndown services.
  • Issue room keys and adhere to room key protocols.
  • Respond to inquiries regarding hotel services, guest registration, and local shopping, dining, entertainment, and travel directions.
  • Make and confirm reservations.
  • Post charges such as room, food, liquor, or telephone to the ledger.
  • Arrange restaurant, transportation, or entertainment reservations and coordinate tours.
  • Utilize Front Office and Reservations computer systems.
  • Be trained to cover Night Audit duties as required.
  • Communicate and follow property emergency procedures.
  • Implement sell-out procedures and relocate guests as necessary.
  • Ensure that computer systems and all related interfaces are functioning correctly.
  • Assist with shift coverage as needed to maintain guest service quality; open scheduling availability is essential.
  • Perform additional tasks as assigned by management.

Qualifications:

  • Experience as a Hotel Front Desk Agent is required.
  • Previous supervisory experience in a Front Desk setting is preferred.
  • Experience with Hilton properties is a plus.
  • Flexible schedule with weekend availability is necessary.

Pyramid Global Hospitality is an equal opportunity employer.