FT Supervisor-Front Desk
Hilton
Front Office Supervisor
Provide strategic guidance and floor leadership as the Front Office Supervisor, ensuring a consistently high quality of guest service is delivered across all shifts in strict accordance with Hilton brand standards.
Supervise Front Desk Operations: Oversee Guest Service Agents (GSAs) to ensure smooth, efficient, and professional operations throughout the shift.
Communicate & Coach: Provide clear verbal and written direction, delegate tasks effectively, and offer ongoing coaching to team members to elevate overall performance.
Resolve Issues Proactively: Apply sound judgment and creative problem-solving to address guest and team member concerns while upholding company standards and protecting guest relations.
Execute Manager on Duty (MOD) Duties: Serve as the designated MOD during assigned shifts. Manage the desk, handle building emergencies, and use leadership discretion to implement appropriate resolutions.
Deliver Exceptional Service: Greet guests promptly with a warm, sincere welcome. Maintain clear communication and practice active listening to deeply understand guest and team member needs.
Conflict Resolution: Ability to effectively interact with both internal team members and external guests, utilizing high levels of patience, tact, and diplomacy to defuse difficult situations, gather accurate information, and resolve conflicts.
Mathematical Proficiency: Possess basic mathematical skills and proficiency in using standard office equipment/calculators to perform accurate calculations and handle financial transactions without error.
Active Listening & Communication: Ability to listen effectively, comprehend the English language, and accurately interpret instructions, protocols, and guest information.
Situational Awareness: Ability to maintain visual and auditory awareness to quickly observe, detect, and respond to property emergency situations.
Licenses and Certifications (Preferred):
Hilton PEP System Certification / Experience
First Aid / CPR Certification
Responsible Beverage Service (RBS) Certification
$25 per hour
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