Front Desk Supervisor

The Front Desk Supervisor is responsible for helping the General Manager oversee the managements of the Front Desk and Kitchen in order to meet financial goals and uphold customer satisfaction. 

Essential Functions

To perform this job successfully an individual must be able to perform all essential duties satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Supervise daily Front Desk operations, ensuring smooth check-in and check-out processes forguests
• Provide outstanding customer service by addressing guest inquiries, resolving issues, and enhancing their overall experience
• Supervise the Front Desk and Kitchen team, including holding daily huddles, training, scheduling, evaluations to ensure high levels of service
• Ensure that all company standards and Hilton standards for the Front Desk and Kitchen are implemented properly
• Maintain accurate records of guest information and reservations using hotel management software
• Handle phone systems efficiently, including answering calls promptly and professionally while providing information about the hotel’s services and amenities.
• Manage Group Blocks-Rooming Lists
• Manage Hilton Advance Purchase
• Manage the Honors Reimbursement Reconciliation
• Assist the General Manager in purchasing supplies
• Assist the General Manager in ensuring the proper administration of issued keys
• Collaborate with other departments to ensure guest requests are fulfilled promptly and effectively
• Promote a welcoming atmosphere by engaging with guests and fostering positive relationships
• Foster a “guest first” priority throughout the property.
• Process guest registrations, including the computation and collection of payment
• Complete shift report and process all financial transactions, including the verification and process of credit card transactions in accordance with company policies and procedures
• Maintain positive public image for the hotel
• Manage Accounts Receivable
• Reply to all Guest Surveys and manage Hilton Guest Assistance Alerts
• Responsible for being knowledgeable of the hotel’s emergency procedures
• Covering of any Front Desk Shift including the Overnight Shift when needed
• Perform any other duties and responsibilities as may be required

Competencies

• Communication Proficiency
• Strong Leadership Skills
• Time Management
• Bilingual (English and Spanish) preferred
• Verbal and Written Communication Skills
• Detail Oriented
• Computer and Microsoft Office Software Literate
• Exceptional Customer Service Skills

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear, stand for prolonged periods of time; walk; go up and down the stairs and use elevator.

Specific vision abilities required by this job include visual acuity.

Position Type/Expected Hours of Work

This position regularly requires extended hours as business dictates, must be able to work overnight shifts, weekends and holidays.

Travel

No travel is expected for this position. Must have reliable transportation to work.

Required Experience

Experience in similar role required

Preferred Education

High school diploma or GED diploma preferred.