Pay Range

Starting from USD $22.00/Hr.

Job Description

POSITION SUMMARY:

PROVIDE GUIDANCE AND LEADERSHIP AS THE FRONT OFFICE SUPERVISOR AND ENSURE CONSISTENT QUALITY OF CUSTOMER SERVICE IS PROVIDED TO ALL GUESTS IN ACCORDANCE WITH HILTON STANDARDS.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

• 40 %: ASSIGN AND INSTRUCT GUEST SERVICE AGENTS, OPERATORS AND VALETS IN DETAILS OF WORK. OBSERVE PERFORMANCE AND ENCOURAGE IMPROVEMENT. MONITOR LOBBY TRAFFIC TO MAKE STAFFING ADJUSTMENTS ACCORDINGLY.
• 30 %: MANAGE FRONT DESK OPERATIONS BY COMPLETING A CHECKLIST OF IMPORTANT DAILY TASKS, DETERMINING ROOM AND RATE AVAILABILITY AND MAKING DECISIONS THAT ARE IN THE BEST INTEREST OF THE HOTEL. ASSIST GUEST SERVICE AGENTS, OPERATORS, VALETS AND OTHER DEPARTMENTS WITH ANY QUESTIONS OR REQUESTS.
• 10 %: RESOLVE CUSTOMER COMPLAINTS BY CONDUCTING THOROUGH RESEARCH OF THE SITUATION AND THE MOST EFFECTIVE RESOLUTION. AUTHORIZE REVENUE ALLOWANCES TO REMEDY PROBLEMS ONLY AFTER ALTERNATIVE SOLUTIONS HAVE BEEN OFFERED.
• 10 %: PREPARE AND CONDUCT DAILY PRE-SHIFT MEETINGS, COMMUNICATE EFFECTIVELY WITH ALL STAFF AND PROVIDE THEM WITH ANY INFORMATION NECESSARY TO PROVIDE GUEST SERVICE IN ACCORDANCE WITH HILTON STANDARDS.
• 10 %: MONITOR PERFORMANCE OF STAFF WITH PERFORMANCE EVALUATIONS AND DISCIPLINE ISSUES. MAKE RECOMMENDATIONS FOR TRAINING RELATED ISSUES WHEN INCONSISTENCIES DEVELOP AT THE FRONT DESK. REGULAR ATTENDANCE IN CONFORMANCE WITH THE STANDARDS, WHICH MAY BE ESTABLISHED BY HILTON FROM TIME TO TIME, IS ESSENTIAL TO THE SUCCESSFUL PERFORMANCE OF THIS POSITION.

DUE TO THE CYCLICAL NATURE OF THE HOSPITALITY INDUSTRY, EMPLOYEES MAY BE REQUIRED TO WORK VARYING SCHEDULES TO REFLECT THE BUSINESS NEEDS OF THE HOTEL.

OTHER DUTIES

IN ADDITION TO PERFORMANCE OF THE ESSENTIAL FUNCTIONS, THIS POSITION MAY BE REQUIRED TO PERFORM A COMBINATION OF THE FOLLOWING SUPPORTIVE FUNCTIONS, WITH THE PERCENTAGE OF TIME PERFORMING EACH FUNCTION TO BE SOLELY DETERMINED BY MANAGEMENT BASED UPON THE PARTICULAR REQUIREMENTS OF THE COMPANY.

• PERFORM OTHER DUTIES AS ASSIGNED BY GSM OR FOM
• COMPLETE DAILY CHECKLISTS OF DUTIES, TO ASSURE THAT APPROPRIATE REPORTS ARE FILED, AND USE ANALYSIS AND JUDGMENT SKILLS WHEN PREPARING ROOM DISCREPANCY REPORT.
• PRE REGISTER ALL VIP’S AND HILTON HONORS RESERVATIONS SO THAT THE ROOMS MAY BE INSPECTED, AND AT THE SAME TIME TO ENSURE AMENITIES ARE DELIVERED TO THE CORRECT ROOMS.
• PREPARE NEXT DAY’S PRE-SHIFT INFORMATION.
• BALANCE ROOM TYPES AND FACILITATE HHONORS UPGRADES.
• OPERATION OF OFFICE EQUIPMENT SUCH AS FACSIMILE AND PHOTOCOPIER AS NEEDED.
• RESPOND PROMPTLY TO GUEST REQUESTS AND MAKE IT RIGHT AS NEEDED.
• CROSS TRAIN AS A NIGHT AUDITOR FOR A BETTER UNDERSTANDING OF THE FRONT OFFICE AND TO COMPLETE SHIFTS AS SCHEDULING REQUIRES.
• ATTEND PERTINENT DEPARTMENT AND PROPERTY MEETINGS.

PLEASE NOTE THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE FOR THIS JOB. DUTIES, RESPONSIBILITIES, AND ACTIVITIES MAY CHANGE AT ANY TIME WITH OR WITHOUT NOTICE.

REQUIRED KNOWLEDGE / SKILLS / ABILITIES:

• 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 TO RESOLVE CONFLICTS.
• BASIC MATHEMATICAL SKILLS AND CONSIDERABLE SKILL IN THE USE AND OPERATION OF A CALCULATOR TO PREPARE MODERATELY COMPLEX MATHEMATICAL CALCULATIONS WITHOUT ERROR.
• ABILITY TO LISTEN EFFECTIVELY AND COMPREHEND THE ENGLISH LANGUAGE TO UNDERSTAND AND OBTAIN INSTRUCTIONS AND INFORMATION.
• ABILITY TO SEE AND HEAR IN ORDER TO OBSERVE AND DETECT SIGNS OF EMERGENCY SITUATIONS.

DESIRED SOFTWARE PROFICIENCIES:

NONE

SUPERVISORY RESPONSIBILITIES:

POSITIONS DIRECTLY REPORTING TO THIS POSITION (TITLES): GUEST SERVICE AGENTS.

EDUCATION / EXPERIENCE:

HIGH SCHOOL DIPLOMA/SECONDARY QUALIFICATIONS OR EQUIVALENT REQUIRED. EXPERIENCE WITH MARRIOTT, HILTON, IHG, OR HYATT PROCESSES AND STANDARD REQUIRED. ONE YEAR COMBINED FRONT DESK AND SUPERVISORY EXPERIENCE IN HOSPITALITY OR RELATED INDUSTRY PREFERRED.

PHYSICAL REQUIREMENTS

THE INDIVIDUAL HOLDING THIS POSITION MUST BE ABLE TO EXPLAIN AND DEMONSTRATE THAT HE OR SHE CAN PERFORM THE ESSENTIAL FUNCTIONS OF THE JOB, WITH OR WITHOUT REASONABLE ACCOMMODATION, USING SOME OTHER COMBINATION OF SKILLS AND ABILITIES:

FREQUENCY KEY:

NEVER – 0 HOURS; RARE – UP TO 1 HOUR; OCCASIONAL – 1-3 HOURS; FREQUENT – 3-6 HOURS; CONSTANT – 6-8 HOURS

PHYSICAL ACTIVITY FREQUENCY

• SITTING: FREQUENT
• WALKING: FREQUENT
• CLIMBING STAIRS: FREQUENT
• STANDING: CONSTANT
• CROUCHING/BENDING/STOOPING: FREQUENT
• REACHING: FREQUENT
• GRASPING: CONSTANT
• PUSHING/PULLING: FREQUENT
• NEAR VISION: CONSTANT
• FAR VISION: CONSTANT
• HEARING: CONSTANT
• TALKING: CONSTANT
• SMELL: OCCASIONAL
• TASTE: NEVER
• LIFTING/CARRYING (#50 LBS): OCCASIONAL
• TRAVEL: RARE

SAFETY REQUIREMENTS

OSHA LAWS REQUIRE THE USE OF THE FOLLOWING PERSONAL PROTECTIVE EQUIPMENT (PPE) WHEN PERFORMING WORK DUTIES THAT HAVE THE POTENTIAL OF RISK TO YOUR HEALTH OR SAFETY: NONE

GROOMING

ALL TEAM MEMBERS MUST MAINTAIN A NEAT, CLEAN AND WELL-GROOMED APPEARANCE (SPECIFIC STANDARDS AVAILABLE).

OTHER

ADDITIONAL LANGUAGE ABILITY PREFERRED.