Job Overview:
Provides guidance and leadership to Guest Service associates as the Front Desk Supervisor, ensuring consistent quality customer service is delivered.
Reports to: Front Office Manager/ Front Desk Manager.
Essential Job Functions:
- Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in the details of work. Observes performance and encourages improvement.
- Greet 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 the registration process by inputting and retrieving information from a computer system, confirming pertinent information, including the number of guests and room rate. Promote brand-specific marketing programs. Make an appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate. Close out guest accounts at the time of checkout. In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowances. Requires standing and continual mobility throughout the front office area.
- Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance an assigned house bank. Accept and record vouchers, traveler's 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 voice. 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 emergencies and/ or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising the approach to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
- Communicate both verbally and in writing to provide clear direction to staff.
- Comply with attendance rules and be available to work regularly.
- Perform any other job-related duties as assigned.
Required Skills and Abilities:
- Self-starting personality with an even disposition.
- Maintain a professional appearance and manner at all times.
- Can communicate well with guests.
- Must be willing to "pitch in" and help co-workers with their job duties and be a team player.
- 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 resolve conflicts.
- Basic mathematical skills and considerable skill in the use of a calculator without error.
- Ability to access and accurately input information using a moderately complete computer system.
- Ability to stand, walk, and continuously perform behind the front desk.
- Ability to observe and detect signs of emergencies.
- Ability to communicate verbally and in writing and prepare complete reports of room availability and revenues generated.
- Ability to establish and maintain effective working relationships with associates, customers and patrons.
Qualifications:
- High school diploma or equivalent; hospitality or customer service education is a plus.
- Previous hotel front desk or customer service experience preferred.
- Experience with hotel property management systems (e.g., OnQ) is a plus.
- Must be at least 18 years of age.
Benefits:
- 401(k) for eligible employees.
- Discounts with Columbia Sussex-managed properties nationwide.
- Hilton Team Member travel discounts and benefits.
- Flexible schedule.
- Sick time off.
- Opportunities for career growth and training.
Work Location: In person.