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1 Vacancy
Job Description
Roles & Responsibilities
As a Front Desk Supervisor, you will oversee the front office activities between the Guest, the hotel, and the various hotel departments. A Front Desk Supervisor is responsible for supervising the activities that create the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
- Assign and instruct Front Desk Team in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.
- Supervise 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 Front Desk Team 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-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Waldorf Standards.
- Monitor performance of staff with performance evaluations and discipline issues.
- Make recommendations for training related issues when inconsistencies develop at the Front Desk operations.
- Maximize room occupancy and overview up-selling techniques to promote hotel amenities, upgrades, and special services to enhance the guest experience and increase revenue.
- Perform other duties assigned by the Front Office Manager or Assistant Front Office Manager.
- Complete daily checklists of duties for opening and closing operations to assure that appropriate reports are filed and use analysis and judgment skills when preparing room discrepancy report.
- Conduct weekly training for new Team Members
- Pre-allocate all VIP s and Hilton Honors Reservations so rooms maybe inspected, and at the same time to ensure amenities are delivered to the correct rooms.
- Transmit daily Hilton Honors
- In the absence of Rooms Controller to prepare daily forecast of expected arrivals and departures using analysis and judgment skills.
Desired Candidate Profile
A Front Office Supervisor serving Waldorf Astoria Hotels and Resorts brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:
- Minimum 2 3 years of supervisory experience within guest-facing roles in the hotel, leisure, and/or retail sectors.
- Proven ability to lead, coach, and inspire a Front Office team to consistently deliver impeccable and anticipatory guest service.
- Strong commercial and business acumen with a clear demonstration of sales capabilities and upselling techniques.
- Solid understanding of front office operations including check-in/check-out procedures, billing, room allocation, and guest satisfaction management.
- Calm, organized work ethic with the ability to prioritize effectively, work under pressure, and meet tight deadlines.
- Excellent supervisory, interpersonal, and communication skills to foster teamwork, resolve issues diplomatically, and engage with guests and colleagues alike.
- Exceptional problem-solving and decision-making skills, with the ability to handle sensitive situations with empathy and discretion.
- Proficient in hotel property management systems (e.g., OPERA) and comfortable with technology-driven front office operations.
- A passion for delivering exceptional levels of guest service, with an eye for detail and a dedication to maintaining the highest standards of hospitality.
- Strong organizational and multitasking abilities, particularly in high-volume or fast-paced luxury environments.
- Formal training or certifications in Hospitality Management or a related field are an advantage.
- Flexibility to work a variety of shifts, including evenings, weekends, and holidays as business demands.
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Hilton Hotels
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!
https://hilton.taleo.net/careersection/hww_cs_internal_global/jobdetail.ftl?job=2303676&lang=en