Front Desk Supervisor - Franchise

Job description

Job Requirements

Summary

The primary function of the Guest Services Supervisor is to supervise the front office personnel including guest reception and PBX. To assume full responsibility for the management of the day-to-day and long-term hotel guest reception, and telephone service operations, while maintaining established revenue, expense and quality standards. To work with the Department Managers to ensure an efficient operation that provides levels of service that consistently exceeds guests expectations.

 

Qualifications

To perform the job successfully, an individual must be able to adhere to each of the essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill and ability necessary to do so. Reasonable accommodations may be made to ensure individuals with disabilities are able to perform the essential functions.

 

Essential Duties and Responsibilities

·  Supervise and ensure completion of all duties of Front Desk Agents.
·  Maintain key control and Front Desk logbook.
·  Review PMS inventory and House Count for availability and rates
·  Knowledgeable in OnQ PMS System.
·  Maintain and market special guest programs.
·  Balance bank daily.
·  Coordinate emergency procedures.
·  Ensure departures are done and stay overs are communicated to HK timely.
·  Complete daily shift checklist.
·  Complete and print all required daily reports, records and logs as necessary.
·  Ensure to sell and identify potential future business upon check in.
·  Relocate guests to nearby hotels as necessary.
·  Verify daily rate and availability.
·  Handle all administrative tasks as directed by Management.
·  Assist in scheduling Associates’ shifts and lunch breaks.
·  Brief Management at the end of all shifts.
·  Supervise and ensure the completion of all duties of all Guest Service Agents.
·  Ensure to follow through on all issues and discrepancies as pertaining to Guest Services.
·  Serve as Manager On Duty.
·  Sign the closing shift report of all the agents on the shift and leave it for the Night audit packet.
·  Ensure all transactions done by the agents are correct. Fix any discrepancies or report to the FOM and NA supervisor.
·  Ensure PBX is answering and transferring calls in accordance with hotel standards.
·  Attend mandatory meetings and hotel functions.
·  Required to cover Night Audit
·  Comply with all company standards and policies, as established in the employee handbook.
·  Ensure the shift recap report is sent out to all the executive team before leaving the desk.
·  Other duties as assigned.

 

Work Experience

·  Must have a minimum of 1-2 years Guest Services experience.
·  Hilton OnQ experience preferred.
·  Strong proficiency in solicitation and prospecting.
·  Thorough knowledge of service flow and capabilities in all front office areas.
·  In person work location.

Benefits

·  Salary Range $23 - $27
·  Referral program
·  401(k)
·  Health insurance
·  Paid time off
·  Employee discount
·  Dental insurance
·  Free parking

Disclaimer
This job posting is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible from compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.