FRONT DESK SUPERVISOR

Job Overview The Front Desk Supervisor is responsible for the daily operation of the Front Desk and acts as the main contact for guests and other hotel departments. Ensures an efficient guest registration, check out and telephone service. Ensures front desk agents are completed in accordance to established policies and procedures. Assists in the training and hiring of Front Desk Agents.

Responsibilities

• Ensure guest arrival and departure procedures are accurately followed in a smooth and timely manner.
• Ensures the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
• Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
• Provides information and assists staff in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
• Follow-up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.
• Implement emergency training and procedures to ensure appropriate protection of the hotel’s guests, staff and company assets.
• Ensure all Front Desk Associate duties are completed daily.
• Assists in the training and supervision of all Guest Services employees; coaches and counsels employees regarding career and personal developments.
• Assists in scheduling staff according to labor standards and forecasts occupancy; assigns daily work tasks to employees and monitors labor costs to stay within departmental budget.
• Provides a professional image at all times through appearance and dress.
• Maintains rewards recognition systems.

Knowledge/Skills

• Requires working knowledge of guest services and hotel services, policies or operations.
• Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.
• Hilton experience is required.

Physical Demands

• Ability to read written forms of communication and monochrome computer screen.
• Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.
• 90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing,
• Mobility - must be able to reach all areas of hotel to assist clients.
• Occasional carrying and lifting of files and office items up to 25 lbs.

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