Front Desk Supervisor

2 weeks ago

Philadelphia, Pennsylvania, United States Hilton Philadelphia at Penn's Landing Full time
About Us

Hilton Philadelphia at Penn's Landing is a leading hospitality company that values its employees and is committed to creating exceptional guest experiences. Our company culture is built on a foundation of respect, empathy, and a passion for delivering outstanding service.

Job Summary

We are seeking a highly skilled and experienced Front Desk Supervisor to join our team. The successful candidate will be responsible for providing guidance and leadership to our front office staff, ensuring consistent quality customer service is delivered. The Front Desk Supervisor will be the lead Front Office Clerk and will be responsible for communicating effectively with staff and guests, monitoring lobby traffic, and making staffing adjustments accordingly.

Key Responsibilities
  • Communicate effectively with staff and guests to provide clear direction and ensure a positive guest experience.
  • Monitor lobby traffic and make staffing adjustments to ensure adequate coverage.
  • Greet guests immediately with a friendly and sincere welcome.
  • Promptly complete the registration process by inputting and retrieving information from the computer system.
  • Promote the company's marketing program and make appropriate selections of rooms based on guest needs.
  • Handle cash, make change, and balance an assigned house bank.
  • Accept and record vouchers, traveler's checks, and other forms of payment.
  • Perform accurate arithmetic functions using a calculator.
  • Post charges to guest rooms and house accounts using the computer.
  • Promptly answer the telephone using positive and clear English language.
  • Input messages into the computer and retrieve messages for guests.
  • Retrieve mail, small packages, and facsimiles for hotel guests as requested.
  • Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Front Office Staff and other employees.
  • Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions.
  • Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
  • Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
Qualifications

The successful candidate will possess the following knowledge, skills, and abilities:

  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.
  • Basic mathematical skills required.
  • Ability to access and accurately input information using a moderately complex computer system.
  • Ability to stand, walk, and continuously perform behind the front desk.
  • Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
Education and Experience

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training, or experience that provides the required knowledge, skills, and abilities. High school diploma required. Some college preferred. Experience: No prior experience required. Two years combined prior front desk and supervisory experience preferred.

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