Night Audit Front Desk Supervisor

Department
:
Global Hospitality Leadership Salary
: 16.50

Description
:

Provide guidance and leadership of the Hotel Front desk to ensure consistent quality of customer service is provided to all guest in accordance with Hilton standards.

• 1. Assign and instruct Guest Service Agents, Operators, Bell attendants in details of work and monitor lobby traffic to make staffing adjustments.
• 2. Supervise front desk operations by completing checklist of important daily tasks and determining room and rate availability.
• 3. Resolve customer complaints by conducting thorough research of situation and the most effective resolutions.
• 4. 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 Hilton standards.
• 5. Monitor performance of staff with performance evaluations and make recommendations for training when inconsistencies develop at the Front Desk.
• 6. May perform the duties of Front Desk Clerk when needed.
• 7. Performs other job-related duties as assigned.

Shift
:
Flexible (Morning, Evening, Weekends and Holidays)

Overview
:

At Hilton University of Houston, we are passionate about nurturing the next generation of hospitality professionals. In partnership with the University of Houston’s renowned Conrad N. Hilton Global Hospitality Leadership Program, this role offers students an exceptional opportunity to gain hands‑on experience in a dynamic, real-world setting. As a Front Desk Agent, you will serve as the face of our operation;

welcoming guests, ensuring smooth check‑ins and check‑outs, and applying classroom knowledge to deliver a superior guest experience that embodies the spirit and culture of both Hilton and the University of Houston.

Key Responsibilities
:

• Achieve positive outcomes from Guest queries in a timely and efficient manner
• Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
• Ensure that both the Front Office Manager and Front Office Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments
• Demonstrate a high level of customer service at all times
• Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
• Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Follow company brand standards
• Assist other departments, as necessary

MQ:
Requires a basic knowledge of grammar, spelling, punctuation and simple mathematical functions like percentages, ratios, etc. as might normally be acquired through attainment of a high school diploma or GED. Requires a minimum of one (3) year of directly job-related experience

All positions at the University of Houston-System are security sensitive and will require a criminal history check.

The University of Houston System and its universities are Equal Opportunity Institutions. Everyone is encouraged to apply.