Are you the one we are looking for? We want someone who embodies Hilton Values!
- H - Hospitality
- I - Integrity
- L - Leadership
- T - Teamwork
- O - Ownership
- N - Now
Position Purpose :
The Front Office Supervisor is responsible for ensuring all guests are greeted promptly and with courteous service. The Front Office Supervisor is responsible for training of front desk associates, being proficient in our property management system, address guest complaints or issues, and ensures a smooth and efficient front office operation. Checks guests out of the hotel. Assists with ordering and scheduling. Upgrades guests, as required. Promotes hotel services, amenities and upsells products to the guests. Strives for excellent in guest satisfaction and works with their team to ensure guests are taken care of and provided with the upmost exaptational service.
Full-Time Benefits :
Medical, Dental and Vision coverageLife InsurancePaid personal time offLeadership and Management Training Programs401K Retirement PlanA PATH for your future!Discounted room ratesA FUN PLACE TO WORKAccess to voluntary benefits, including discount in pet insurance, cell phones, Travel & Entertainment, and Health & Wellness programs.ESSENTIAL FUNCTIONS :
Trains front office staff of the proper check-in / check-out procedures per hotel standards.Ensures outstanding customer service at all times.Maintains a friendly and professional demeanor at all times.Handles stressful situations calmly.Supervises daily shift processes to ensure all team members adhere to standard operating procedures and are friendly and attentive to all guest's needs.Resolves customer issues quickly and efficiently to maintain a high level of guest satisfaction.Builds strong relationships with all associates and departments.Maintains a high level of communication with all departments and the general manager.Produces front desk schedules.Assists in order of front office supplies and market items.Actively works the desk and completes the registration process by inputting and retrieving information from our property management system. Confirms pertinent information including number of guests and room rate. Codes electronic keys. Non-verbally delivers the room number. Provides friendly service while making sure to hit all required steps of check-in and check-out per hotel and Marriott standards.Assists guest with check-out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment.Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such on outlet hours, special VIP programs, events, etc.Receives special requests from guests, and responds appropriately or forwards requests to appropriate department or manager for decisions and actions.Receives special requests from guests, and responds appropriately or forwards requests to appropriate associates for decisions and actions.Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages, and facsimiles or other special items for customers as requested.Empathize and Listen to guest issues, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert, especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.Ensures safety and security at all times.Works nights and weekends as the MOD.SUPPORTIVE FUNCTIONS :
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the Manager based upon the particular requirements of the company.
Attempts to communicate with the guest in guest's native language, if applicable.Remains calm and alert, especially during emergency and / or heavy hotel activity, and resolves complications such as location changes or credit issues.Assist with van driving as needed.Operate various office machines.SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY :
The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.Ability to read, listen, and communicate effectively in English, both verbally and in writing.Ability to access and accurately input information using a moderately complex computer.
Salary : $17 - $20
