Front Office Supervisor - Hilton Harrisburg, PA 17101

Front Office Supervisor

Pay Range Starting from USD $22.00/Hr.

Position Summary: 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.

Essential Job Duties and Responsibilities:

• Assign and instruct guest service agents, operators and valets 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, operators, valets 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.

Required Knowledge / Skills / 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.

Supervisory Responsibilities:

• Positions directly reporting to this position (titles): Guest Service Agents.

Education / Experience:

• High school diploma/secondary qualifications or equivalent required. Experience with Marriott, Hilton, IHG, or Hyatt processes and standard required. One year combined front desk and supervisory experience in hospitality or related industry preferred.

Physical Requirements:

• Sitting frequent
• Walking frequent
• Climbing stairs frequent
• Standing constant
• Crouching/bending/stooping frequent
• Reaching frequent
• Grasping constant
• Pushing/pulling frequent
• Near vision constant
• Far vision constant
• Hearing constant
• Talking constant
• Smell occasional
• Lifting/carrying (#50 lbs) never
• Travel occasional
• Safety requirements: None

Amazing Benefits At A Glance:

• Team driven and values based culture
• Medical/dental/vision
• Vacation & holiday pay
• Employee assistance program
• Career growth opportunities/manager training program
• Reduced room rates throughout the portfolio
• 401(k) with company match
• Employee discount
• Referral program

The Publisher, a Tribute Portfolio Hotel