Front Desk Supervisor; PM Shifts​/Overnight

Primary Responsibilities

Provide leadership and guidance to Front Desk staff during the assigned shift to ensure consistent quality service is provided.

• Supervises front desk staff to insure smooth and efficient operation during the assigned shift.
• Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service agents in the details of work. Observes performance and encourages improvement.
• Uses creative management skills to solve guest and team member problems. Ensures compliance with company standards to ensure consistent high quality guest relations.
• Manages desk, resolves guest concerns, handles emergencies and other challenges that may occur during the assigned shift. Implements resolutions by using discretion and judgment.
• Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members.

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 the supervisor based upon the particular requirements of the company.

• Handles guest relocations as required.
• Prepares daily forecast of expected arrivals and departures.
• Performs other duties and responsibilities as assigned or required.

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
• 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 and analyze accurate information and resolve conflicts.
• Ability to access and accurately input information using a moderately complex computer system, including Hilton property management systems
• Interpersonal skills to provide overall guest satisfaction.
• Ability to work under pressure and deal with stressful situations during busy periods.

High School graduate or equivalent required.

Hospitality/customer service experience required.

Two years combined prior front desk and supervisory experience is preferred.

CPR certification and/or first aid training preferred.