Front Office Team Leader
2 weeks ago
DoubleTree by Hilton Clarksville Riverview is looking for a dedicated Guest Services Supervisor to enhance our front office team. As the initial point of contact for our guests, your role will be pivotal in delivering exceptional and professional service consistently.
Your responsibilities will include managing check-in and check-out processes, addressing guest inquiries, coordinating reservations, processing payments, and overseeing front desk activities.
Key Responsibilities
- Support the daily management of front office operations.
- Possess comprehensive knowledge of all services, operational hours, room categories, pricing, special offers, daily occupancy, and anticipated arrivals/departures to effectively respond to guest inquiries.
- Promote and monitor departmental initiatives, including upselling programs.
- Ensure front desk staff complete all necessary checklist items at the conclusion of their shifts.
- Uphold and implement departmental and hotel policies, including relocation procedures, safe deposit box protocols, and accurate billing practices.
- Maintain composure and organization in high-pressure situations.
- Approach guest interactions with genuine care and urgency, ensuring prompt follow-up for complete guest satisfaction.
- Ensure adequate staffing levels to meet daily operational needs.
- Safeguard guest information and adhere to protocols for data protection.
- Build and sustain positive relationships with team members across various departments through effective communication and regular interactions.
- Assist management in training and developing both new and existing team members.
Qualifications
- At least one year of supervisory experience in a fast-paced environment is preferred.
- Experience in the hospitality industry, particularly in a luxury context, is advantageous.
- Familiarity with Windows, Office, and property management systems is highly desirable.
- Proficiency in understanding, speaking, reading, and writing basic English is required.
- Ability to communicate effectively and provide clear directions in both verbal and written formats.
- Basic arithmetic skills are necessary.
- Availability to work varied shifts and flexible schedules is essential.
- Prior hospitality experience is preferred.
- Eligibility to work in the USA is required.
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