Front Desk Supervisor

Overview Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting or exceeding financial goals. Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner. Essential Duties and Responsibilities Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observe performance and encourage improvement. Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions. Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote HEI Hotels and Resorts and brand-specific marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler's checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer. Promptly answer the telephone using a positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested. Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered. Communicate both verbally and in writing to provide clear direction to staff. Comply with attendance rules and be available to work on a regular basis. Perform any other job‑related duties as assigned. Serves as Manager on Duty when assigned and acts as the primary leader of front desk operations in the absence of the front office manager. Ensures all shifts are properly staffed, organized and operating in accordance with hotel standards. Train, coach and mentor guest service agents to ensure compliance with hotel standards, guest service expectations and brand requirements. Monitor guest satisfaction scores and proactively resolve service opportunities to improve overall guest experience. Ensure compliance with Hilton brand standards, service expectations and operational procedures. Coordinate room readiness with Housekeeping and communicate maintenance concerns to Engineering to ensure a seamless guest experience. Qualifications and Skills One year experience in customer service in hospitality or a similar industry. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex calculations without error. Ability to access and accurately input information using a moderately complex computer system. Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations with or without reasonable accommodation. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated. Ability to establish and maintain effective working relationships with associates, customers and patrons. Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public, etc. Compensation Salary Range: $24.00 - $24.00 Tip / Service Charge Eligible? No Discretionary Performance Bonus Eligible? No Benefits HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers options for physical, mental and financial wellness. Medical, dental and vision insurance are available through Anthem Blue Cross Blue Shield and EyeMed. Vacation, sick and holiday programs are available. Pet insurance via ASPCA is also offered. Financial wellness benefits include supplemental, spousal and child life insurance, short- and long-term disability plans, a 401(k) savings plan with a matching contribution and discounts through the YouDecide and hotel room discount programs. Specific details and eligibility vary by location and employment status. Equal Opportunity HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. #J-18808-Ljbffr