Front Desk Operations Manager
4 days ago
The Front Desk Supervisor is a key member of our Front Office team, responsible for ensuring a seamless and enjoyable experience for our guests. As a Front Desk Supervisor, you will be the face of our hotel, providing exceptional customer service and ensuring that all guests feel welcome and valued.
Key Responsibilities- Supervise Front Desk operations during your assigned shift to maintain a consistently high standard of service.
- Greet guests with a friendly and sincere welcome, using a positive and clear speaking voice to ensure a positive first impression.
- Assist staff with all front desk functions, including the PBX Operator role, to ensure seamless communication and service.
- Conduct daily stand-up meetings to communicate effectively with all staff and provide any necessary information to ensure excellent guest service.
- Maintain complete knowledge of all hotel features, services, and policies to provide accurate information to guests.
- Manage workflow, room status, and group activity to ensure a smooth and efficient operation.
- Resolve discrepancies on the room status report with Housekeeping to ensure accuracy and attention to detail.
- Manage guest requests, inquiries, and complaints promptly and completely, ensuring follow-up with guests in a timely manner.
- Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
- Assist management in training and motivating employees to increase team efficiency and overall productivity.
- Maintain a safe work environment within the Front Office operations, reporting accidents, injuries, and unsafe work conditions following hotel procedures.
- Maintain confidentiality of all guests and hotel information.
- Follow proper Hotel safety policies and procedures, using safety equipment as needed to ensure the safety of all team members.
- High school diploma or equivalent required, and college degree preferred.
- Minimum 2 years previous hotel Front Desk experience required, with supervisory experience preferred.
- Hilton brand experience preferred, with Hilton OnQ experience a plus.
- Ability to access and accurately input information using a moderately complex computer system.
- Able to handle cash and credit transactions.
- General knowledge of local area attractions and transportation.
- Ability to effectively deal with internal and external customers with tact and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
- Ability to observe and detect signs of emergency situations.
- Ability to establish and maintain effective working relationships with associates, customers, and patrons.
- Command of the English language both written and verbal.
- Ability to multi-task, and prioritize with excellent follow-up skills and customer service.
- Regular attendance in conformance with the standards is essential to the successful performance of this position.
- Comply with attendance rules and be available to work on a regular basis, including varied shifts, including Weekday, Evenings, weekends, and holidays.
- Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
This position may require 75% or more of time on their feet, with some lifting required.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel.
In addition, attendance at all scheduled training sessions and meetings is required.
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