POSITION SUMMARY

As a Front Desk Supervisor, you will be accountable for the effortless and seamless movement of guests in and out of the hotel, providing outstanding levels of guest service throughout the guests’ entire stay.

The Front Desk Supervisor acts as a Manager on Duty occasionally and responds to emergency calls promptly. The Front Desk Supervisor maintains our firm commitment and dedication to our service culture and always maintains this behavior towards our guests and team members.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Management may assign or reassign duties and responsibilities at any time, including working at either the Hilton Garden Inn or Homewood Suites.

The following reflects the essential duties for this job but does not restrict the tasks that may be assigned. To perform this job successfully, an individual must be able to perform essential duties satisfactorily with or without reasonable accommodation.

• Supervise the activities of the Front Desk operations, financial management, facilities, and resources.
• Ensures the timely completion of team member work schedules, and performance appraisals (CSIs).
• Coordinates communication of activities with other departments in the daily maintenance of room inventory to achieve efficient levels of revenues while maintaining high levels of guest expectations.
• Supervises guest stay experience platform, requests, and complaints, and collaborates with appropriate partners to resolve issues as deemed necessary to provide excellence in service.
• Maintains and completes the department training program and onboarding schedule for new team members.
• Coordinates the development of performance plans for team members to ensure their continued growth and success within the department.
• Manages relationships, compliance, and interface issues with the operation’s business supporters and suppliers to ensure business needs and financial responsibilities are handled in a timely manner.
• Successfully and consistently meets all due dates for submitting work requested from leadership.
• Works with all hotel departments to ensure common areas, lobby, guest rooms, and work areas are clean, neat, and well maintained. Participates in guest room inspections.
• Performs other related activities as the need arises.

REQUIRED SKILLS AND ABILITIES

• Strong communication, interpersonal skills and a positive attitude.
• Able to work well independently and as part of a team.
• Strong attention to detail with a commitment to exceptional guest service.
• Adhere to the policies and procedures of the company.
• Be knowledgeable about your property's layout, facilities and services so that you can answer questions from guests.
• Know and demonstrate emergency procedures, safety precautions and safe work habits.
• Able to clearly communicate to team members, guests, vendors, Corporate Executives.
• The hotel functions seven days a week, 24 hours a day. All team members must realize this and be aware that at times it may be necessary to move a team member from their preferred shift as business demands. In addition, it is understood that business and weather determine the number of hours that are worked and that some weeks may be scheduled at less than 40 hours and other weeks at more than 40 hours.

LANGUAGE SKILLS:

• Should have the ability to read and interpret documents such as safety rules, safety awareness information, SDS, procedure manuals, keep logs and speak effectively to customers and team members with or without accommodation.
• Should have strong oral and written skills in order to communicate clearly and professionally.

EXPERIENCE AND/OR EDUCATION:

• Any combination of education and experience that provides the required knowledge, skill, and ability.
• High School Graduate or equivalent.
• 2 years of managerial experience, preferably in a hotel Front office capacity.
• Bilingual language skills are a plus.
• Familiarity with property management systems
• Strong leadership capability with the ability to motivate, develop, and engage staff in a positive manner that produces business results.
• General cash handling and basic accounting skills.

PHYSICAL REQUIREMENTS

• The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job with or without accommodation. Each team member is expected to carry out all reasonable requests by management which the team member can perform.
• While performing the duties of this job, the team member is regularly required to stand, walk, use hands to finger, handle, or feel objects, tools, or controls, and talk or hear. The team member is frequently required to reach with hands and arms. The team member must regularly lift and/or move up to 25 pounds and frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• This role is primarily stationed behind the front desk of either or both hotels. This requires brief exposure to the outside elements while walking between buildings.