Front Desk Supervisor - Embassy Suites-LAX South

Job description

The Embassy Suites Los Angeles International Airport South is currently hiring an experienced and enthusiastic Front Desk Supervisor, eager to serve our guests and lead our Guest Services Agents. This role is responsible for providing guidance and leadership and ensure consistent quality of customer service is provided to all guests in accordance with Hilton standards in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

What will I be doing?

As a Front Office Supervisor, you will be responsible for providing guidance and leadership and ensure consistent quality of customer service is provided to all guests in accordance with Hilton Standards. Specifically, you would be responsible for performing, but not limited to, the following tasks to the highest standards: 

·  Assign and instruct Guest Service Agents, Operators and Drivers/Bell Attendants in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly. 
·  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, Reservation Agents, Bell Attendants and other departments with any questions or requests. 
·  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. 
·  Prepare and conduct daily pre-shit meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton standards. 
·  Monitor performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the Front Desk. 
·  Cover Manager on Duty (MOD) shifts.
·  Cover overnight shifts as MOD and/or Night Auditor duties, when necessary. 

What are we looking for?

Hilton is the leading global hospitality company, spanning the lodging sector for luxurious full-service hotels and resorts to extended-stay suite and mid-priced hotels. For more than a century, Hilton has offered business and leisure travelers the finest in accommodations, service amenities and value. Hilton is dedicated to continuing its tradition for providing exceptional guest experience 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 the heart of it all. 

·  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:

·  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 skills in the use of 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 e and detect signs of emergency situations.

Pay Range: The starting wage is $23.00 per hour and is based on applicable and specialized experience and location.  

What will it be like to work for this Hilton Brand?

Embassy Suites by Hilton has perfected the full-service, upscale, all-suite hotel. Built on a long-standing legacy that is both inviting and comfortable, Embassy Suites properties provide guests with More Reason to Stay, offering open-air atriums, complimentary cooked-to-order breakfast, spacious two-room suites and complimentary Evening Reception every evening. Embassy Suites bundled pricing ensure that guests receive enormous value at a single price. Whether they are consistently awarded, best-in-class customer service provided at Embassy Suites. 

If you understand the importance of providing an inviting and comfortable experience and feel you can contribute to an award-winning team, you may be jsut the person we are looking for to work as a Team Member with Embassy Suites Hotels. 

What will it be like to work for Hilton?

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 experience 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 the heart of it all!

What benefits will I receive?

 Hilton is proud to have an award-winning workplace culture. We support the mental and physical wellbeing of all Team Members o they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits such as:

·  Access to your pay when you need it through DailyPay
·  Health Insurance (Full-Time Only)
·  Career growth and development
·  Team Member Resources Groups
·  Recognition and rewards programs
·  Go Hilton travel discounts program
·  Best-in-Class Paid Time Off (PTO)
·  Supportive parental leave (Fill-Time Only)
·  Employee Stock Purchase Program (ESPP) - purchase Hilton shares at 15% discount
·  Debt-free education: Access to a wide variety of educational credentials (ex. college degree, high school completion, English-language, digital literacy, professional certificates and more)

Embassy Suites by Hilton-LAX South is an Equal Opportunity Employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity. The Employer will consider qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring.