Front Desk Supervisor - Embassy Suites Phoenix Biltmore(

Job Number : HOT0AJMU)

HOT0AJMU)

Work Locations

Embassy Suites Phoenix Biltmore2630 E. Camelback RoadPhoenix85016

Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks in details of work.

Observes performance and encourages improvement.

Greets 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 registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.

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, and coupons as appropriate. Close out guest accounts at time of check out.

In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowance. Requires standing and continual mobility throughout front office area.

Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash; make changes and balance as assigned house bank.

Accept and record vouchers, travelers 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 English language. 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 the other employees.

Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions.

Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.

Manage Third Party Internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested / required.

Anticipate flow of arrivals and take necessary steps to ensure smooth check in / out.

Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel. Ensure compliance with all brand standards.

Coordinate and track successful completion of training on PMS system.

• Monitor and track time and attendance of associates. Reinforce attendance policy with staff; recommend progressive discipline procedures associates who are not in compliance with standard.
• Be familiar and able to perform duties on all shifts, including Night Audit.
• Manager on Duty (MOD) in absence of Front Office Manager
• Turns in all lost and found items and all guest room keys.
• Adheres to all company policies and procedures.
• Follows safety and security procedures and rules.
• Knows department fire prevention and emergency procedures.
• Utilizes protective equipment.
• Reports unsafe conditions to management.
• Reports accidents, injuries, near-misses, property damage or loss to management.
• Provides for a safe work environment by following all safety and security procedures and rules.
• All team members must maintain a neat, clean and well groomed appearance. (Specific standards outlined in team member handbook).
• Assists other Front Desk Personnel when need.
• Perform any related duties as requested by management.

Knowledge, Skills & Abilities

Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.

High school diploma preferred.

• 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 help resolve conflicts.
• Two years combined prior front desk and supervisor experience.
• Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.
• Ability to read, listens, and communicates effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

Physical Demands

• Standing 95% of shift
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing and smiling.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success.

This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values :

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes :

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels.

For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value.

Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its . Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day.

And, our amazing Team Members are at the heart of it all!

EOE / AA / Disabled / Veterans

Schedule

Full-timeBrand : Embassy Suites by Hilton

Guest Services, Operations, and Front Office

Last updated : 2024-05-17