Hotel Front Desk Supervisor

Job Title: Front Office Supervisor

Department: Front Office

Reports To: Front Office Manager

Job Summary

The Front Office Supervisor is responsible for the Hilton guest experience throughout their stay, providing the highest level of hospitality in all areas.

Essential Duties and Responsibilities

• Provides professional and courteous guest service at all times.
• Motivates and trains all guest service agents to deliver the highest level of customer service.
• Handles guest requests and follows up in a timely manner.
• Generates, confirms, and monitors guest reservations.
• Works closely with housekeeping & maintenance departments to facilitate perfection in check-in.
• Facilitates group arrivals through preparation & organization.
• Professionally handles guest complaints and inquires.
• Respond and monitor guest assistance and SALT in a timely manner.
• Functions as shift leader in absence of front office manager.
• Promotes any current hotel and franchise marketing programs.
• Maintains office supply inventory.
• Completes projects as determined by Rooms Manager
• Participates in ongoing education and training of Franchise and Hotel Management Company

Essential Behavior Requirements

• Customer Service: Displays a professional sense of urgency when communicating and interacting with customers, coworkers, and the public in a way that exceeds the customer’s wants and needs. Identifies opportunities to improve and deliver additional value to customer’s experience by presenting creative solutions and innovative ideas.
• Communication: Actively listens to customers, coworkers, and the public (viewing the situation from the customer’s perspective) and works together to solve the problem through effective communication
• Problem Solving: Ability to recognize and define problems; analyze relevant information; encourage alternative solutions and plans to resolve situations; seeks additional assistance when needed.
• Quality: Work “product or service” is free of errors and exceeds customer expectations.
• Ability to pass physical exam, drug test, and background check
• Requires walking and standing for an 8 hour shift, and lifting up to 50 lbs.

Job Type: Full-time

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Evening shift
• Holidays
• Monday to Friday
• Weekends as needed

Experience:

• Guest services: 2 years (Required)
• Supervising: 1 year (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person