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Form of workPosition & 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 and Columbia Sussex standards.
Essential Functions:
- Assign and instruct Front Desk Agents, Operations and Bell Attendants in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make sure 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 Front Desk Agents, PBX Operators, 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.
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 each function to be solely determined by the supervisor based upon the particular requirements of the company.
- Perform other duties as assigned by Director of Front Office
- Complete daily checklists of duties, to assure that appropriate reports are filed.
- 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 Hilton Honors accounts.
- Prepare daily forecast of expected arrivals and departures.
- 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
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
- 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 skills in the use and operation of a calculator to prepare moderately complex mathematical calculation 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.
Experience
One year combined Front Desk and Supervisory experience in hospitality or related industry preferred.
Grooming/Uniforms
All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as part of the orientation process.
We offer a competitive wage, Health and Dental Insurance, company paid Life Insurance, Short Term and Long-Term Disability Insurance, Vision, Critical Illness, Accidental, 401(k) and company match, Paid Time Off (PTO), free hotel rooms and hotel discounts.
E.O.E.
