Guest Services Team Leader

2 weeks ago


Scottsdale, Arizona, United States Hilton Hotel Event & Conference Center Full time
The Hilton Hotel Event & Conference Center is actively seeking a Front Desk Supervisor to support the leadership of the Guest Services Division. This supervisory role is essential in ensuring that all team members deliver outstanding customer service, accurately process transactions, and effectively conclude daily operations.

Key Responsibilities:
  • Facilitates the training and development of front desk personnel.
  • Guarantees daily coverage for all front desk shifts.
  • Oversees the proper greeting, registration, and room assignment for hotel guests.
  • Communicates essential information to team members and other departments.
  • Ensures accurate processing of hotel reservations by front desk staff.
  • Verifies credit card authorizations or collects cash payments from guests and groups.
  • Manages the main telephone line, directing calls to appropriate departments or guest rooms.
  • Assists management with group room block inquiries.
  • Ensures thorough review of guest accounts and charges during check-out.
  • Maintains familiarity with Hilton Standards and Reward Programs.
  • Stays informed about daily events within the hotel, conference center, and restaurant.
  • Maintains open communication with housekeeping and maintenance regarding guest concerns.
  • Strives for complete guest satisfaction.
  • Effectively addresses elevated guest complaints or issues.
  • Ensures completion of daily checklists by front desk associates.
  • Responsible for the issuance and management of Department Manager Keys.
  • Posts banquet charges and manages related accounts.
  • Ensures accurate balancing of credit card and cash documentation.
  • Completes any direct assignments from management.
Essential Skills and Qualifications:
  • High school diploma or equivalent.
  • Previous experience in hotel front desk operations is preferred.
  • Experience with Hilton ONQ is highly desirable.
  • Exceptional guest service and communication abilities.
  • Strong attention to detail and follow-up skills.
  • A genuine passion for the hospitality and service industry.
Physical Requirements:

The physical demands necessary for successful performance in this role include the following: reasonable accommodations may be made for individuals with disabilities.
  • Ability to remain stationary for up to 8 hours daily.
  • Capability to transport items weighing up to 25 pounds.
  • Effective communication skills are essential.
The Hilton Hotel Event & Conference Center is managed by Columbus Hospitality Management, a company dedicated to delivering exceptional service and memorable experiences in a supportive and welcoming work environment. We prioritize the well-being of our team by promoting a healthy work-life balance and offering opportunities for professional growth.

We are proud to maintain a Drug-Free Workplace and are an Equal Opportunity Employer. All candidates will undergo a background check prior to employment.

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