Provide guidance and leadership of the Hilton Hotel Front desk to ensure consistent quality of customer service is provided to all guest in accordance with Hilton standards.
* Assign and instruct Guest Service Agents, Operators, Bell attendants in details of work and monitor lobby traffic to make staffing adjustments.
* May perform the duties of Front Desk Clerk and/ or Night Audit .
* Perform front desk operations by completing checklist of important daily tasks including night audits, and determining room and rate availability.
* Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton standards.
* Monitor performance of staff with performance evaluations and make recommendations for training when inconsistencies develop at the Front Desk.
* Resolve customer complaints by conducting thorough research of situation and the most effective resolutions.
* Performs other job-related duties as assigned.
EEO/AA
Additional responsibilities:
* This position is responsible for the oversight of specific night audit duties as well as oversees the front office during the overnight shift
* Greet and welcome guests in a friendly and professional manner
* Check-in and check-out guests, ensuring accuracy of information
* Provide information about hotel facilities, services, and local attractions
* Handle guest inquiries, requests, and complaints promptly and efficiently
* Assist with reservations and room assignments
* Process payments and maintain accurate records
* Maintain a clean and organized front desk area
* Collaborate with other hotel departments to ensure guest satisfaction
* Follow all hotel policies and procedures
Additional Job Posting Information:
Schedule:
*

8 hour shift
* Evening shift (3pm-11pm)
* Holidays
* Overnight (11pm-7am)
* Must be available to work weekends and holidays.
High school and 3 years experience
Requires a basic knowledge of grammar, spelling, punctuation and simple mathematical functions like percentages, ratios, etc. as might normally be acquired through attainment of a high school diploma or GED. Requires a minimum of one (3) year of directly job-related experience.
* Department is willing to accept education in lieu of experience
Preferred skills:
* Experience in Night Audit preferred
* Excellent guest relations skills with a focus on providing exceptional hospitality
* Knowledge of hotel operations and hospitality management principles
* Experience working in a hotel or similar customer service environment preferred
* Bilingual/multilingual skills are a plus
* Strong communication skills, both verbal and written
* Proficient in using front desk software systems and phone systems
* Ability to handle multiple tasks simultaneously with attention to detail
* Problem-solving skills to address guest issues effectively
* Flexibility to work various shifts, including evenings, weekends, and holidays