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Reception Operations Lead

2 months ago

Destin, Florida, United States Hilton Sandestin Beach Full time

At Hilton Sandestin Beach, we take pride in delivering exceptional service to our guests. Our commitment to excellence begins with attracting and retaining top talent to join our unique journey. While our guests are the essence of our business, our team members are the driving force that enables our hotel to flourish. Joining Hilton Sandestin Beach means becoming part of a leadership team dedicated to your growth and success.

Benefits:

  • 401(k) plan
  • 401(k) matching
  • Dental coverage
  • Employee discounts
  • Complimentary daily meal service (lunch or dinner)
  • Health insurance
  • Paid sick leave
  • Paid time off
  • Vision coverage
Key Responsibilities:
  • Oversee all front desk operations, including guest service and registration processes (check-in/check-out), room inventory management, guest service standards, product quality, cost control, marketing initiatives, and departmental management.
  • Assist in evaluating and developing team member performance through supervision, positive reinforcement, and constructive feedback.
  • Monitor service and satisfaction trends, address issues, and implement improvements as necessary.
  • Manage the VIP guest experience, ensuring seamless check-in/check-out for VIP reservations.
  • Utilize up-selling techniques to promote hotel services and enhance overall revenue.
  • Ensure team members are well-informed about hotel offerings, local events, and policies.
  • Assign rooms to guests prior to arrival, considering special requests and upgrades for VIP guests.
  • Perform additional duties as assigned by management.
  • Assist in training new front desk staff.
  • Communicate changes in Hilton policies and procedures to front desk agents.
  • Act as the manager on duty during nighttime hours when occupancy is lower.
  • Utilize email for communication with guests and hotel staff.
Supportive Functions:
  • Request guest service personnel to assist in escorting guests to their rooms as needed.
  • Prepare daily forecasts of expected arrivals and departures, requiring analytical skills.
  • Provide safety deposit boxes for guests in the back office.
  • Utilize photocopying equipment as required.
  • Organize registration cards in room number order.
  • Retrieve registration cards for guest check-outs.
  • Perform other duties as assigned by management, including roles in Front Office Management, Night Audit, Reservations, Bell Captain, or Manager on Duty.
Qualifications:
  • A minimum of two years of combined experience in hotel front desk operations and/or supervisory roles is required.
  • Prior supervisory experience or equivalent educational background is essential.
Additional Information:

Due to the nature of the hospitality industry, employees may be required to work flexible schedules to meet the hotel's business needs.

We are an equal opportunity employer and do not tolerate discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws.