Hilton Orange County/Costa Mesa is near Southern California attractions and beaches. Whether you're here on business or leisure, our hotel has all you need to make the most of your stay, including a complimentary John Wayne Airport shuttle, 48,000 sq. ft. of event space for Costa Mesa weddings, and signature cuisine at our Bristol Palms California Bistro.

Position Summary:
The Front Desk Supervisor oversees the daily operation of the Front Desk staff, ensuring that the guests are being served in a friendly, professional and courteous manner.

Core Responsibilities:

• Ensure proper staffing levels of front office associates, including training and scheduling front desk agents, front office supervisors, guest service aides/bell staff, and PBX operators.
• Have complete understanding of Front Office staff’s roles and duties and be able to perform duties at any given time.
• Accurately manage and operate the ONQ system at the front office, including all daily transactions and those which are not performed often.
• Accurately check AM and PM discrepancy reports.
• Communicate with Housekeeping and Engineering Departments regarding guest rooms, requests and maintenance requests/needs. Efficiently process guest requests to the appropriate departments
• Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel, answering questions, and assisting guests with needs.
• Accurately manage cash handling, including receiving cash, checks and credit card information from guests for payment of hotel charges and making change correctly.
• Be aware of and informed of all hotel activity daily, including banquet events, restaurant hours of operation, as well as local nearby events or activities, to assist guests, as well as manage operational fluctuations.
• Perform other duties as assigned.

Knowledge, Skills, and Competencies:

• High work ethic and self-initiative
• Demonstrate proven decision making and problem solving skills
• Ability to calmly work with high demand and/or upset guests
• Regular attendance according to established guidelines
• May be required to work varying schedules to reflect the business needs of the property
• Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions
• Ability to maintain excellent relationships with staff and maintain staff and guest confidentiality at all times

Physical Requirements:

• Stand, sit and walk for varying lengths of time, often long periods of time
• Lift approximately fifty (50) pounds of equipment or supplies on and off a cart, using safe lifting techniques
• Push and pull carts weighing up to one hundred (100) pounds
• Possess valid driver’s license and safely drive guest vehicles. Have proof of safe driving record as indicated by a copy of Motor Vehicle record.
• Good communication skills, both written and verbal, including in high pressure situations
• Grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing, listening and hearing ability and visual ability
• Know and be able to administer first aid
• Direct evacuations in an emergency

This job description is not an exhaustive list of all job functions that are required of an employee in this position. Therefore, other duties may be asked of an employee in this position from time to time.

Job Type: Full-time

Pay: $21.85 - $25.70 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Free parking
• Health insurance
• Life insurance
• Paid jury duty
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Every weekend
• Holidays
• Monday to Friday
• On call

Work setting:

• In-person

Experience:

• using OnQ to make reservations: 2 years (Required)

Work Location: In person