FRONT DESK SUPERVISOR

Essential Job Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide clear direction to front office staff, assigning work and instructing agents in details of work.
• Serve as role model for front office staff. Resolve guest issues and complications by researching the situation and determining the most effective solution.
• Provide guidance and support to front desk agents, fostering a positive and collaborative work environment.
• Train new front desk staff on hotel policies, procedures, and service standards.
• Conduct ongoing training sessions to enhance the skills and knowledge of front desk agents.
• Execute daily functions as a front desk agent.
• Promote Hilton Hospitality and brand-specific marketing programs.
• Effectively communicate with other hotel departments to ensure seamless guest experiences.
• Address guest inquiries and resolve issues promptly, follow up ensuring complete guest satisfaction.
• Using computer system for most functions, select and block rooms for incoming guests; pre-register individuals or groups as required; assist in escorting VIPs as requested.
• Knowledgeable of room and rate availability for current and future dates to quote for guests.
• Reconcile transactions at the close of shift and cash outs.
• Promote and upsell hotel services, packages, and loyalty programs.
• Handle hotel emergency procedures and situations with professionalism.
• Other duties and responsibilities as assigned.
• The employee may be expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.
• Maintain a safe work environment for co-workers and a safe hotel for guests; please refer to Section 2.4 in the Team Member Handbook for specific examples.

Qualifications, Job Knowledge, Experience, Skills, Abilities:

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
• 4-year college experience preferred, in hospitality, business fields.
• Previous experience in customer service, front office, or hospitality related role is preferred.
• Proficient communication skills, both verbally and in writing, enabling effective interaction with guests and colleagues. Capable of responding promptly to guest requests.
• Proficient in using hotel management systems and basic computer applications.
• Competence in handling cash and credit card transactions.
• Preferred ability to speak foreign languages.
• Ability to multi-task and handle pressure during peak periods while maintaining service standards.
• No specific licenses or certificates are required for this role.
• Proficient in reading and interpreting documents such as safety rules, operating instructions, maintenance guidelines, and procedure manuals.
• Always upholds professionalism, exhibiting courtesy and respect towards guests and colleagues.

Physical requirements of the position and work environment:

• Must be able to walk, climb stairs.
• Must be able to bend, stoop, and crouch.
• Must use hands to reach, grasp, handle, push and pull.
• Must have good near and far vision.
• Must be able to hear, talk, smell.
• Must be able to lift & carry up to 50 pounds.
• Majority of duties are performed while standing and indoors.
• Noise level moderate.