What are the responsibilities and job description for the Front Desk Supervisor position at Hilton?
A Front Desk Supervisor will be responsible for overall front desk operations and act as Manager on Duty (MOD). Coordinates front desk operations to ensure smooth check-ins/outs for guests and groups, while working with other departments in the hotel's continuing effort to deliver outstanding overall guest service and financial profitability
What will I be doing?
As a Front Office Supervisor, you would be responsible for assigning work and ensuring the completion of daily tasks in Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:
What are we looking for?
Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
In addition, we look for the demonstration of the following key attributes:
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
What will I be doing?
As a Front Office Supervisor, you would be responsible for assigning work and ensuring the completion of daily tasks in Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:
- Assign work and supervise team member performance in all Front Office procedures including, but not limited to, guest check-in and check-out, lobby traffic and flow, luggage assistance, telephone operator services and determining room rates and availability
- Respond to guest inquiries and resolve issues and complaints in a timely, friendly and efficient manner using KIPSU messaging and in person
- Will be the Manager on Duty (MOD) for the entire hotel during shift
- Monitor lobby traffic, pool and overall hotel activity adjust staffing accordingly
- Work as a Team with other departments such as housekeeping, restaurant, Sales and banquet teams to ensure smooth operations throughout the hotel
- Support and assist team members in handling guest inquiries and requests and in resolving guest complaints
- Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction using the HEART model and ensure we Make It Right for the guest
- Schedule, assign daily work, lead pre-shift meetings, inform and train team members
- Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
- Promote up-selling of hotel services, facilities to maximize room occupancy and revenue
- Promote Hilton Honors program to guests at check in
- Be the Hilton Honros Champion and/or assign a team member, strategize on how to increase Honor membership at check-in
- Educate new hires and team on pur Satisfaction and Loyalty Tracking (SALT) pro gram, works with Director of Front Office and Front Office Manager to strategize and execute SALT plan to ensure favorable overall hotel experience
- Assist with quarterly Audit preparation, QA,Security, if needed
- Previous Hotel lead experience preferred, but willing to train someone with hospitality experience willing to learn
- Must be available to work on weekends and/or holidays and various shifts to ensure proper coverage
What are we looking for?
Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
- Hospitality - We're passionate about delivering exceptional guest experiences.
- Integrity - We do the right thing, all the time.
- Leadership - We're leaders in our industry and in our communities.
- Teamwork - We're team players in everything we do.
- Ownership - We're the owners of our actions and decisions.
- Now - We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes:
- Quality
- Productivity
- Dependability
- Customer Focus
- Adaptability
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
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