Front Desk Supervisor

The Westin Houston Medical Center

Front Desk Supervisor

A Pearl Front Desk Supervisor reports directly to the Front Office Manager and is responsible for fostering the Pearl culture within the Front Office department for Pearl Hospitality. A Pearl Front Desk Supervisor must ignite the human spirit by creating unrivaled hospitality experiences fueled by fun, enthusiasm and compassion that challenge each person to unlock their own potential.

The Front Desk Supervisor is a key team member and essential for the successful operation and administration of the Front Office. The Front Desk Supervisor must focus on providing exceptional customer satisfaction by continually ensuring Pearl touch points of the hotel are properly executed at all times. All hotel operations must be executed at the highest level of professionalism and courtesy. The Front Desk Supervisor must drive results through effective completion of the shift checklist and following through on all requests. The Front Desk Supervisor must ensure that our associates and our customers are treated with the utmost respect at all times since they are the key to our success.

Responsibilities - (not limited to)

• Foster the Pearl culture
• Passion and commitment to the business at an ownership level
• Ensure compliance with brand standards as well as Pearl standards and procedures
• Maintain effective and open communication
• Foster teamwork
• Must possess high energy, professionalism and confidence every day and in every way
• Be a highly motivated and enthusiastic
• Participate in Pearl required daily and weekly meetings with enthusiasm and commitment to success
• Deliver the highest performance
• Ability to stand and move throughout front office and continuously perform job functions
• Ability to access and accurately input computer information
• Must be capable to successfully prioritize, delegate, organize and multi-task
• Must be compliant of brand standards and Pearl standards and procedures
• Ability to effectively deal with customers at times where it requires a high level of patience, empathy and compassion
• Utilize tact and diplomacy to defuse anger and collect accurate information to resolve conflicts
• Actively involved in Guest Services to inspire guest’s loyalty
• Ensure that the front desk and lobby area are clean and well maintained and back of house or back office
• Fully complete daily checklist
• Promptly answer phone and use a clear and concise voice when speaking
• Commitment to a positive guest experience
• Interact positively with customers and take action to resolve issues to maintain high guest satisfaction
• Greet customers immediately with a friendly and sincere welcome
• Respond with appropriate action to guest’s requests and provide accurate information
• Field guest complaints and fully research to find the most effective solutions and negotiate results
• Must be able to conduct daily business with integrity and be ethical at all times
• Must comply with security controls for cash and shift drops
• Review pass-on log and security log for issues which need action
• Must wear only approved uniforms including nametag at all times
• Must maintain a safe working environment through ongoing compliance of safety guidelines
• Treat guests, associates, vendors and co-workers with professionalism and respect at all times
• Ensure understanding and execution of emergency procedures
• Comply with attendance rules and be available to work on a regular basis
• Written and verbal communication skills
• Perform other tasks that are deemed necessary to the success of Pearl, the hotel and the associates
• Perform appropriate and thoughtful “Service WOWs” for our guest

Physical Requirements - (not limited to)

• Must be able to lift, push, pull, and carry up to 75 lbs.
• Must be able to stand, stoop, bend, crawl, reach above and below shoulders, repetitive arm and wrist use, climb ladders and stairs, and walk on uneven surfaces.
• Must be able to operate motor vehicle using safety precautions.
• Must be able to recognize, register, and respond visually to color and depth perception.
• Must be able to communicate verbally and in writing.
• Must be able to work indoor, outdoor, in extreme heat and cold.
• Must be able to work around moderate noise level.