Front Office Supervisor

JOB PURPOSE: Provide guidance and leadership as the Front Office Supervisor and ensure consistent quality of customer service is provided to all guests in accordance with Hilton standards.

Assist qualified Pueblo of Pojoaque Tribal members in employment opportunities with the Pueblo of Pojoaque Businesses by hiring, coaching, and supporting their career growth.

ESSENTIAL FUNCTIONS:

• Train, assign and instruct Guest Service Agents, PBX Operators, and Bell Attendants in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.
• Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability, and making decisions that are in the best interest of the hotel. Assist Guest Service Agents, PBX Operators, Reservation Agents, Bell Attendants, and other departments with any questions or requests.
• Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered.
• 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 the performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the Front Desk.
• Perform other duties as assigned by the Director or Assistant Director or Manager (s) of Hotel Front Office Operations.
• Complete daily checklists of duties, to assure that appropriate reports are filed, and ensure all in-house hotel guests have proper methods of payment on file for room, tax, and incidental deposit.
• Pre Register all VIP’s and Hilton Honors Reservations so that the rooms may be inspected, and at the same time to ensure amenities are delivered to the correct rooms.
• Prepare a daily forecast of expected arrivals and departures using analysis and judgment skills.
• Operation of office equipment such as facsimile and photocopier as needed.
• Respond promptly to guest requests for a supervisor.

REQUIRED QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES):

• 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 to resolve conflicts.
• Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to listen effectively and comprehend the English language to understand and obtain instructions and information.
• Ability to see and hear in order to observe and detect signs of emergency situations.

REQUIRED EDUCATION OR COMBINATION OF EDUCATION AND EXPERIENCE:

• High School Diploma or GED.
• One year combined Front Desk and Supervisory experience in hospitality or related industry preferred.
• Must be at least 18 years of age.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:

• Standing-50% /Walking-20% /Sitting-30%.
• Office/Hotel setting; Shift work; Required to work weekends, holidays, and overtime
• Exposure to cigarette smoke and noise.
• Some light lifting, carrying, pushing, and pulling up to 25 lbs.
• On 24-hour emergency call.