As the Front Desk Supervisor, you will be responsible for ensuring exceptional guest service and overseeing daily front desk operations. You will assist in leading a team of front desk staff, providing guidance and coaching to maintain high standards of efficiency and customer satisfaction. This role requires strong leadership skills, attention to detail, and the ability to handle various responsibilities to uphold the hotel's service standards. Responsibilities: • Must be able to perform all duties associated with the Guest Service Agent position. • Confirming staff are trained within the timeframe of the Hilton brand standards. • Supervise Guest Service Agents to ensure policies and procedures are being followed correctly. • Curate and implement new hire and ongoing training procedures for Guest Service Agents. • Assist in running monthly Front Desk meetings to guarantee staff are continually trained on any hotel or Hilton news updates. • Ensure staff are following Hilton standards and all hotel policies and procedures. • 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, and resolve conflicts. • Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping, and other departments. • Assist with the room's control position by effectively blocking the house. • Join in weekly revenue calls to stay in the know and ensure the hotel optimizes revenue in GM and DOS’s absence. • Address guest problems/issues and assist the Manager on Duty with type guest issues. • Handle all administrative tasks including but not limited to third-party billing, past-due balance recovery, and guest requests, issues, and communication. • Assist in Manager Duty coverage when needed. • Must work well in stressful, high-pressure situations. • Must be able to accurately follow verbal and written instructions and communicate effectively. • Willing to work a flexible schedule including weekends and holidays. • Ensures the front desk handles billing and cash by the hotel’s standards. Qualifications: • Experience with MS office and bookkeeping skills desired • At least 2 years of experience as a front office manager, front desk, or similar position in the hospitality industry or related field • Have superb communication skills, management skills, and multitasking skills • Hospitality experience of at least 1 year is required for this role • A minimum of two years in a supervisory or management hotel front office position is required. Hilton experiences a PLUS. • A service-focused personality is essential. • Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays. • A high school diploma or GED is required; a bachelor’s degree is preferred. • Strong organizational skills, critical thinking skills, problem solver. • Strong computer systems skills including reservation and reporting systems. Compensation: $18 hourly
• Must be able to perform all duties associated with the Guest Service Agent position. • Confirming staff are trained within the timeframe of the Hilton brand standards. • Supervise Guest Service Agents to ensure policies and procedures are being followed correctly. • Curate and implement new hire and ongoing training procedures for Guest Service Agents. • Assist in running monthly Front Desk meetings to guarantee staff are continually trained on any hotel or Hilton news updates. • Ensure staff are following Hilton standards and all hotel policies and procedures. • 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, and resolve conflicts. • Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping, and other departments. • Assist with the room's control position by effectively blocking the house. • Join in weekly revenue calls to stay in the know and ensure the hotel optimizes revenue in GM and DOS’s absence. • Address guest problems/issues and assist the Manager on Duty with type guest issues. • Handle all administrative tasks including but not limited to third-party billing, past-due balance recovery, and guest requests, issues, and communication. • Assist in Manager Duty coverage when needed. • Must work well in stressful, high-pressure situations. • Must be able to accurately follow verbal and written instructions and communicate effectively. • Willing to work a flexible schedule including weekends and holidays. • Ensures the front desk handles billing and cash by the hotel’s standards.