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Front Desk Supervisor

posted September 29, 2019

Hilton Philadelphia City Avenue
Philadelphia, PA
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759145 l

About This Job

Essential Functions


  • Provide professional customer service to internal and external candidates

  • Assist with the process of guest check-ins and room assignments following the hotel’s rate structures, discounts and sell/upsell strategies. Accommodate special requests when possible.

  • Process check-in/check-out and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures.

  • Answer inquiries about hotel services, in-house events, directions, local attractions, etc.

  • Ensure release of any Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations.

  • Perform special projects and other responsibilities as assigned.

  • Consistent professional and positive attitude and actions when communicating with guests and associates.

  • Comply with all company policies and procedures.

  • Practice safe work habits and comply with sanitary, safety, security and emergency procedures.

  • Check with manager before leaving work area for any reason.

  • On time and at work when scheduled, and in proper uniform.

  • Attend department meetings as scheduled.

  • Respond to guest requests, concerns and problems to ensure guest satisfaction.

  • Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken.

  • Assists in the operations of the Front Desk by supervising all Guest Service associates.

  • Ensures guest satisfaction by responding to guest request in a friendly, service oriented manner, resolving guest complaints, and greeting in-house guests.

  • Be visible at the Front Desk at all times to respond to any guest concerns.

  • Performs other duties as assigned by management.

  • Any other tasks/duties as requested by management.

Qualifications

The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below.

Education and Experience


  • High school education or equivalent experience.

  • Two to three years of customer contact experience and 1 year of supervisory experience.

  • Guest service, basic accounting, and familiarity with hospitality industry practices preferred.

  • Must be able to convey information and ideas clearly

  • Must be able to evaluate and select among alternative courses of action quickly and accurately

  • Must work well in stressful, high pressure situations

  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary

  • Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.

  • Basic knowledge of the computer system is helpful.

  • Training in providing quality guest services

Skills and Abilities


  • Ability to work an overnight shift.

  • Minimum of 2-3 years hotel experience working in the Front Office of a hotel.

  • One-year experience supervising a staff within a hotel property is preferred.

  • Must have an in-depth knowledge of Front Desk and Reservations systems and procedures.

  • Must be able to speak, read, and write Basic English enabling one to communicate effectively with all guests, hotel management and staff.

  • Must have a friendly, helpful personality enabling one to handle stress and guest relations pleasantly and effectively.

  • Must possess strong organizational skills and be detail-oriented in order to facilitate accurate completion of all required forms and procedures.

  • Supervisory skills training

  • Ability to satisfy the legal requirements for employment within the jurisdiction.

    Working Conditions & Physical Effort


    Work is normally performed in an interior hotel environment. While performing job duties, the associate speaks, listens, completes documents, processes requests and operates office equipment such as a telephone, calculator, computer, copier and fax. Physical requirements include extended periods of standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds. The job requires close vision with or without corrective lenses.


    Notice


    Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. This employer participates in E-Verify.


    This employer will provide the Social Security Administration (SSA) and, If necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.


    Important: If the Government cannot confirm that you are authorized to work, this employer is required to provide you written instructions and an opportunity to contact SSA and/or DHS before taking adverse action against you, including terminating your employment.


    Employers may not use E-Verify to pre-screen job applicants or to re-verify current employees and may not limit or influence the choice of documents presented for use on the Form I-9.


    In order to determine whether Form I-9 documentation is valid, this employer uses E-Verify’s photo screening tool to match the photograph appearing on some permanent resident and employment authorization cards with the official U.S. Citizenship and Immigration Services’ (USCIS) photograph.


    If you believe that your employer has violated its responsibilities under this program or has discriminated against you during the verification process based upon your national origin or citizenship status, please call the Office of Special Counsel at 1-800-255-7688 (TDD: 1-800-237-2515).



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About This Employer

Hilton Philadelphia City Avenue

4200 City Avenue
Philadelphia, PA 19131

(215) 879-4000

207 Room Hotel

www3.hilton.com

Managed by

At A Glance

Located across from the Bala Cynwyd Business District, Hilton Philadelphia City Avenue is within walking distance to shopping and dining. Discover nearby historical Philadelphia attractions just a few minutes’ drive of the hotel. Choose our hotel for comfortable guest rooms with in-room amenities, delicious hotel dining, and on-site amenities including an indoor pool.

  • 207 spacious guest rooms with WiFi and views of the Philadelphia skyline  
  • Hilton hotel accommodations just 5 miles from downtown Philadelphia
  • Across from Bala Cynwyd Business District
  • 12 miles from Philadelphia International Airport
  • Delmonico's Steakhouse and Polo Lounge 
  • Over 35,000 sq. ft. of Philadelphia meeting and function space