Job Summary
Provide guidance and leadership as the Front Desk Supervisor and ensure consistent quality of customer service is provided to all guests in accordance with Hilton standards.
Essential Duties & Responsibilities
- Assign and instruct Front Desk Agents, Operators, and Bell Attendants in detail to work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.
- Supervise 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 Front Desk Agents 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 performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the Front Desk.
- Assimilate into The Hilton Blue Energy culture through understanding, supporting, and participating in all elements of Blue Energy. Demonstrate working knowledge of the service standards.
- Regular attendance in conformance with the standards, which may be established by Resorts World Omni and/or Hilton Worldwide from time to time, is essential to the successful performance of this position.
- Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
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 management based upon the particular requirements of the company.
- Perform other duties as assigned by the Director of Front Office
- Complete daily checklists of duties, to assure that appropriate reports are filed, and use analysis and judgment skills when preparing room discrepancy report.
- 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.
- Transmit daily HHonors and airline bonus mileage accounts.
- Prepare 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 or manager
Specific Job Knowledge, Skill And Ability
- 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.
Work Experience & Education Requirements
- High school diploma or equivalent required. Some college preferred.
- One year combined Front Desk and Supervisory experience in hospitality or related industry preferred.
- Additional language ability preferred.
