Front Desk Supervisor

DoubleTree by Hilton is a globally recognized hotel brand that combines contemporary and upscale accommodations with unmatched hospitality. Known for welcoming guests with warm chocolate chip cookies at check-in, DoubleTree ensures a memorable and satisfying stay for both business and leisure travelers. With over 375 locations in key cities and destinations worldwide, DoubleTree by Hilton is part of the renowned Hilton Worldwide group, a leader in the hospitality industry for more than 95 years. Hilton Worldwide is committed to delivering exceptional guest experiences and offers the award-winning Hilton Honors loyalty program to its guests. 

RESPONSIBILITES & DUTIES INCLUDE:  

• Communicate effectively both verbally and in writing to provide clear direction to staff.    Assign and instruct front desk clerks in details of work.  Observes performance and encourages improvement. 
• Greets guests immediately with a friendly and sincere welcome.  Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
• Promptly complete registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates. Make appropriate selection of rooms based on guest needs.   Code electronic keys.  Nonverbally confirm the room number and rate.   Provide welcome folders containing room keys, certificates, and coupons as appropriate.  Close out guest accounts at time of check out.  In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowance.  Requires standing and continual mobility throughout front office area.
• Verify and imprint credit cards for authorization using electronic acceptance methods.   Handle cash; make changes and balance as assigned house bank.  Accept and record vouchers, travelers’ checks, and other forms of payment.   Perform accurate, moderately complex arithmetic functions using a calculator.  Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using a positive and clear English language.  Input messages into the computer.  Retrieve messages and communicate the content to the guest.   Retrieve mail, small packages and facsimiles for customers as requested.
• Remain calm and alert especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and the other employees.  Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions.  Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.  Authorize revenue allowances to remedy problems only after other alternative solutions have been offered. 
• Maintain adequate inventory of supplies. Prepare appropriate purchase orders in a timely manner to ensure proper par levels. 
• Manage Third Party Internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested/required.  Anticipate flow of arrivals and take necessary steps to ensure smooth check in/out.
• Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel.  Ensure compliance with all brand standards.  Coordinate and track successful completion of training on PMS system.
• Monitor and track time and attendance of associates.  Reinforce attendance policy with staff; recommend progressive discipline procedures associates who are not in compliance with standard. 
• Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure consistent quality work environment.  
• Be familiar and able to perform duties on all shifts, including Night Audit and PBX.
• Turns in all lost and found items and all guest room keys.
• Adheres to all company policies and procedures.
• Follows safety and security procedures and rules.
• Knows department fire prevention and emergency procedures.
• Utilizes protective equipment.
• Reports unsafe conditions to management.
• Reports accidents, injuries, near-misses, property damage or loss to management.
• Provides for a safe work environment by following all safety and security procedures and rules.
• All team members must maintain a neat, clean and well groomed appearance. (Specific standards outlined in team member handbook).
• Assists other Front Desk Personnel when need.
• Perform any related duties as requested by management.

KNOWLEDGE, SKILLS & ABILITIES:

• Experience: Minimum 1–3 years of experience in front desk or guest services; previous supervisory experience is highly preferred.
• Education: High school diploma or equivalent required; a degree in hospitality management is a plus.
• Technical Skills: Proficiency in PMS software (e.g., Opera), Microsoft Office Suite, and cash handling/reconciliation.
• Leadership/Soft Skills: Proven ability to lead, train, and motivate a team, along with exceptional customer service, problem-solving, and communication skills
• Guest Service Excellence: Ensuring a positive guest experience, resolving complex complaints, and overseeing check-in/check-out procedures.
• Team Management: Scheduling staff, training new hires, delegating tasks, and ensuring shifts are covered.

PHYSICAL DEMANDS:

• Flexibility: Ability to work a flexible schedule, including weekends, holidays, and evenings.
• Physical Demands: Ability to stand for long periods, and occasionally lift or move up to 20 pounds