Front Desk Supervisor

Description

JOB DUTIES

To provide our guests with excellent service at the front desk from making the reservation to departure. Responsible for aiding with supervision for all guest service agents. Responsible for dealing with guest complaints, guest credit problems, and assisting with training of all guest service agents. To sell guest rooms, food & beverage outlets and seasonal hotel promotions.

• Staff Management
• Hold a pre-shift meeting with staff prior to reporting to stations.
• Be prepared for each daily activity and review any variations with management and staff.
• Work shifts are covered with adequate staff, ensure correct staffing during peak periods and high occupancy.
• Communicate daily with department managers and MOD to assure consistency and pass on pertinent information.
• Consistently monitor the performance of associates on an on-going basis and assist the department manager in providing feedback. Reward, discipline and document associate performance and provide timely counseling. Address associate complaints and resolve problems.
• Supervise the staff and handle associate situations.
• Ensure staff is properly groomed and uniformed at all times.
• Ensure work area cleanliness is maintained at all times.
• Maintain efficiency in the operation of the staff in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
• Assist department manager in maintaining close control and inventory of uniforms, supplies, and equipment.
• Assist in the preparation of weekly schedules in accordance to guest needs and staff availability.
• Conduct frequent hospitality audits to ensure the staff are conducting themselves in the manner appropriate for the department. Ensure Hilton Service Standards are in place.
• Maintain a complete and accurate set of logs.
• Prepare and submit accident or injury reports when needed.
• Be a Team Player and encourage the teamwork attitude among staff.
• Ensure all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and appropriate follow up in a timely and professional manner.
• Carries out supervisory responsibilities in accordance with Hotel policy and applicable laws.
• Plan, assign and direct work of associates.
• Promote open channels of communication between all hotel departments.

• Training
  • Ensure all team members are safety conscious and trained in safe work practices.
  • Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each; ensure that all associates are properly trained in these procedures.
  • Assist the department manager with implementing the proper training program.
  • Assist with new hire training.

• ADMINISTRATIVE
• Understand and adhere to budgeted wage and hour limitations for associates.
• Attends department meetings and as needed, attends interdepartmental meetings.
• Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.

The Doubletree by Hilton Washington Dulles is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need accommodation for any part of the application…