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Guest Services Manager

2 months ago

Philadelphia, Pennsylvania, United States Hilton City Avenue Full time
Position Overview

Front Desk Supervisor

As a vital part of our hospitality team, the Front Desk Supervisor plays a crucial role in ensuring exceptional guest experiences at Hilton City Avenue. The position demands flexibility in scheduling, including weekends and holidays, to meet the operational needs of our esteemed establishment.

Key Responsibilities

The Front Desk Supervisor is responsible for overseeing all front office staff and ensuring the seamless execution of front desk operations. This includes:

  • Training and mentoring front office personnel to maintain high service standards.
  • Supervising daily activities and managing workloads during shifts.
  • Facilitating effective communication between departments to enhance guest satisfaction.
  • Monitoring room status and ensuring accurate information is relayed to the team.
  • Addressing and resolving guest inquiries and issues promptly and courteously.
  • Coordinating group bookings and maintaining updated information for relevant departments.
  • Conducting financial reconciliations and ensuring compliance with cash handling policies.
  • Leading regular meetings with front office staff to discuss performance and service improvements.
  • Ensuring adherence to the hotel's operational policies and procedures.
  • Utilizing front office management software for reporting and operational tasks.
  • Maintaining organized records of transactions, schedules, and reports.
  • Promoting a culture of hospitality and professionalism among team members.
Qualifications

We seek candidates with the following qualifications:

  • Associate degree or equivalent experience in hospitality management.
  • A minimum of two years of supervisory experience in a customer-facing role within the hospitality sector.
Skills and Competencies

Successful candidates will demonstrate:

  • Exceptional customer service skills and a friendly demeanor.
  • Proficiency in managing check-in/check-out processes and handling guest requests.
  • Strong organizational skills and attention to detail.
  • Ability to work effectively in a fast-paced environment while managing multiple priorities.
  • Familiarity with cash handling and accounting procedures.
Work Environment

This role is primarily conducted in an indoor hotel setting, requiring the ability to stand for extended periods and perform various physical tasks. Candidates should be prepared to engage with guests and team members consistently.

About Hilton City Avenue

Hilton City Avenue is committed to providing a welcoming and inclusive environment for all employees. We value diversity and strive to create a workplace where everyone can thrive.