Front Office Supervisor

The Front DeskSupervisor is responsible for daily supervision of the Front Desk staff,quality service, guest satisfaction and safety. Supervises check-ins,check-outs, and resolves guest requests in safe and efficient compliance withpolicies and procedures. To ensure that the brand standards, federal, state andlocal regulations are being practice. Supervise the processing of guest bills and collection of payments in compliance with cash handling, credit cardprocessing and accounting policies and procedures. Promptly report emergencies, accidents, injuries, missing articles, damage, engineering itemsand safety hazards to management. Reports any deviations from policies,procedures, brand standards and regulations to management.

Qualifications

To perform the job successfully, an individual mus tbe able to adhere to each of the essential duties satisfactorily. Therequirements listed below are representative of the knowledge, skill and ability necessary to do so. Reasonable accommodations may be made to ensure individuals with disabilities are able to perform the essential functions.

Essential Duties and Responsibilities

• Knowledgeable in PEP is a plus.
• Knowledgeable in the proper check in and check outprocedures.
• Ensure that guest needs and requests are met.
• Supervise the Front Desk staff. Ensure associates are equipped with the necessary knowledge and skills to achieve jobexpectations.
• Evaluate the staff’s job performance, coach and counsel as necessary. Clearly communicate to associates the standards ofperformance and their role in contributing to individual and team success.
• Ensure staff compliance with internal controls, policies, procedures, standards and regulations.
• Ensure that guests’ names are used throughout your interaction with them.
• Ensure to follow through on all issues and discrepancies as pertaining to Guest Services.
• Supervise and process guest check-ins and room assignments following the hotel’s rate structures, discounts andsell/upsell strategies. Accommodate special requests when possible.
• Accountable for maintaining banks and/or cash drawers atthe Front Desk.
• Answer inquiries about hotel services,in-house events, directions, local attractions, etc. Assist guests with safetyboxes, additional guest room keys, transportation, etc. on all social mediaplatforms and booking websites.
• If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brandstands.
• Supervise and process pre-register, block reservations and, as appropriate, same day and future reservations. Cancel roomreservations according to policies and procedures.
• Attend department meetings as scheduled.
• Consistent professional and positive attitude and actions when communicating with guests and associates.
• Comply with policies and procedures. Practice safe work habits and comply with sanitary, safety, security and emergencyprocedures.
• Complete all required daily shift reports, records logs and reports on any incidents of accidents or injuries when assigned.
• Verify daily rate and availability.
• Participate in task forces and committees as requested.
• Attend to all Guest assistance cases and ensure prompt response and closing out of all cases to avoid penalty fee assessed by Hilton.
• Track and promote enrollments with guest and from the Team you will be supervising along with leading by example and exceeding the required threshold of enrollments per month.
• Serve as Manager on Duty.
• Other duties and tasks as assigned.

(Ref: 648)