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Complex Front Desk Supervisor

posted January 26, 2020

H Hotel Los Angeles, a Curio Collection by Hilton
Los Angeles, CA
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About This Job

We are currently looking for a Front Office Supervisor to join the front office team at our Dual Branded property.

As a Front Office Supervisor, you’ll be responsible for supervising the operational activities of the Hotel’s front office within corporate and hotel guidelines to provide the highest standards of customer service, while maximizing room revenue and occupancy.

Job Responsibilities

Key responsibilities of a Front Office Supervisor include:

  • Supervising procedural aspects of the hotel’s front office, maintaining a presence during peak traffic periods
  • Observing employees while they work to ensure that the front desk team is checking guests in and out of the hotel in an efficient, courteous, and professional manner
  • Ensuring guests’ needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable
  • Performing front desk agent duties as necessary, such as registration, check out and processing room reservations for guests
  • Assisting employees with questions and problems as they occur
  • Ensuring that all Elite guests, VIP guests and repeat guests are identified, recognized and pre-blocked
  • Ensuring proper execution of VIP requirements, including room requests, amenity placement, welcome letters, gifts, etc.
  • Monitoring cash handling, credit card totals and deposit slips to ensure accuracy
  • Ensuring that all safety and security policies and procedures are followed
  • Assisting with the training, coaching and development of team members
  • Assisting with interviewing and hiring team members
  • Managing and resolving all guest complaints and compliments in a professional and courteous manner
  • Maintaining an up to date working knowledge of all property amenities as well as any special events

Job Requirements

The ideal Front Office Supervisor candidate will possess strong communication skills, a clear understanding of guest service in a hotel environment and demonstrate leadership abilities.

The minimum qualifications for this position are:

  • One to three years front desk experience in a hotel property of similar size and quality
  • Understanding of full service hotel products and guest services
  • Previous supervisory experience preferred
  • Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
  • Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
  • Must have the ability to communicate clearly and directly with guests and team members using a positive, clear speaking voice
  • Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible
  • Must possess strong communication and listening skills
  • Ability to work a varied schedule that may include evenings, nights, and weekends

Fundamentals

High school education or equivalent experience is required. An Accounting background is preferred but not required. This position requires attention to detail and the ability to compile facts and figures. In addition to general office equipment, you will regularly operate Interstate systems and software, including a cash register. You must be able to communicate effectively and courteously over the telephone and in person. This position may occasionally require lifting luggage up to 50 pounds.

Interstate Hotels & Resorts is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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If you need accommodation for any part of the employment process because of a medical condition or disability, please call (703) 387-3888 or email ADA.Assistance@interstatehotels.com with the nature of your accommodation request and include the Hotel location and title of the job opening. Please allow one (1) business day for a reply.

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About This Employer

H Hotel Los Angeles, a Curio Collection by Hilton

6151 West Century Boulevard
Los Angeles, CA 90045

(310) 215-3000

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At A Glance

Located just east of Los Angeles International Airport (LAX) and near major freeways, our stylish hotel is close to Boeing, DirecTV and Google offices and within easy reach of South Bay, Venice Beach, Santa Monica, Beverly Hills and Hollywood. For your convenience, we offer complimentary LAX airport shuttle service every 30-45 minutes, 24 hours a day.

Settle into a guest room with plush bedding, chic furnishings and comforts like complimentary WiFi, a 55-inch HDTV, premium cable, mini-refrigerator, and work desk with ergonomic chair. Here a few days? Opt for a suite for more space, a living area with sofa, and private bedroom.

Our hotel in Los Angeles has all the thoughtful extras that ensure a memorable stay. Enjoy unobstructed views of LAX Airport and the Pacific Ocean from our rooftop deck, or take a relaxing swim in our heated outdoor pool. Visit the Waypoint Kitchen at breakfast and dinner for modern California cuisine, or enjoy delicious appetizers while watching a game. The H Hotel fits your busy schedule with a business center, fully equipped fitness center, and lobby market shop – all open 24 hours. Room service is also available each evening.