What are the responsibilities and job description for the Front Desk Supervisor position at Hilton Los Angeles?
JOB OVERVIEW:
The Front Desk Supervisor ensures that hotel guests receive hospitable and responsive service at check-in, during the stay, and upon departure, ensuring guest satisfaction and loyalty.
DUTIES AND RESPONSIBILITIES:
- Assist and guide the front desk team members through their daily duties and responsibilities.
- Accurate and hospitable handling of guest reservation, check-in, check-out, payment, including credit card and cash handling procedures.
- Required to be knowledge, understanding, and adhere to Company Core Values. Lead by example.
- Supervise daily shift process ensuring all team members adhere to standard operating procedures.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
- Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
- Ensures that all required documentation (daily reports, checklists, etc.) are completed in a timely manner.
- Performs other duties as assigned, requested or deemed necessary by management.
Qualifications and Requirements:
- Two years front desk experience in a hotel property of similar size and quality.
- Previous supervisory experience preferred.
- Must have the ability to communicate clearly and directly with guests and team members using positive, clear speaking voice.
- Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible.
- Must possess strong communication and listening skills
- Ability to work a varied schedule that may include evenings, nights, and weekends.
Schedule
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. AM, PM, nights, overnights, weekends, and/or holiday availability are required.
Volunteer Commitment:
I have read, understand, and voluntarily commit myself to the general guidelines contained in this document. I also understand that this is only a basic description of my job and that it does not, nor is it intended to, outline all of the specifics of the responsibilities which I may be expected to perform.
I also understand the following:
If I encounter blood or any body fluids, I am to immediately contact Security and my supervisor. DO NOT HAVE ANY CONTACT WITH THESE FLUIDS. DO NOT ATTEMPT TO CLEAN THIS UP.
If I am certified in CPR, it is entirely my decision whether to aid a guest or fellow employee. It is not expected as part of my job duties for the Hotel. I do so at my own risk.
Standard Specification
Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.
A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.
The hospitality business functions seven (7) days a week, twenty-four hours a day. In addition, this is a hospitality business, and a hospitable service atmosphere must be projected at all times.
This document does not create an employment contract, implied or otherwise, other than an "at-will" employment relationship.
The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This position is classified as non-exempt (per the Fair Labor Standards Act) and is subject to overtime in accordance with Federal and State Regulations.