What are the responsibilities and job description for the Front Desk Supervisor position at Hilton Madison Monona Terrace?
Description
POSITION PURPOSE Supervises all Front Office operations to ensure profitability, control costs and quality standards to ensure total guest satisfaction. Supervises Front Office staff and assists with greeting guests, checking guests in and out, handling guests requests and complaints, and handling group check-ins.
ESSENTIAL FUNCTIONS
1. Supervises front office staff, reservations, PBX, concierge and bell staff as needed.
2. Insures all daily functions from checklist are completed.
3. Greets guests and checks them in and out.
4. Answers phones
5. Performs manual positioning of transactions.
6. Handles money, credit cards and checks.
7. Issues mail and messages to guests.
8. Deals with guest complaints.
9. Takes reservations
10. Provides directions and answers guests questions.
11. Enters wake-up calls.
12. Loads paper / toner into machines.
13. Takes responsibility for house bank.
14. Provides leadership during emergency situations.
15. Performs additional duties or projects as assigned by Front Office Manager or Assistant Front Office Manager.
POSITION REQUIREMENTS
1. Previous guest service experience.
2. Good communication and math skills.
3. Problem solving abilities.
4. Accurate compute aptitude.
5. Supervisory and organizational skills.
6. Ability to walk / stand for long periods of time.
7. Ability to multi-task
8. Meet deadlines for assignments and projects.
9. Ability to effectively deal with guests concerns in a friendly and positive manor. This involves listening to the nature of the concern, demonstrating empathy with the customer and providing positive and proactive solutions.
Equal Opportunity Employer
