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Front Desk Supervisor

Posted September 16, 2022

Hilton Phoenix Resort at the PEAK
Phoenix, AZ
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About This Job

The Hilton Phoenix Resort at the Peak is looking for a FT - Front Desk Supervisor with AM/PM availability to join our amazing Team!

**AM/PM availability - including weekends and holidays**

**Summary of Benefits**

Team Member and Family Room Discounts for both Crescent Hotels and Resort and Hilton

Flexible Schedules

Career Growth & Development

Insurance Benefit Available for Full Time Team Members

PTO Pay – Full Time and Part Time Team Members

Amazing Recognition Programs/Giving Back – Community Outreach

Trip Reduction Program – Resort off a Main Bus Line

$2.00 – Team Member Lunch Program

$300 Referral Program

Provide guidance and leadership as the Front Desk Supervisor and ensure consistent quality of customer service is provided to all guests in accordance with Crescent standards.

ESSENTIAL JOB FUNCTIONS:

Assign and instruct Guest Service Agents, Operators and Bell Attendants in details of work. Observe performance and encourage improvement.  Monitor lobby traffic to make staffing adjustments accordingly.

  • Manage Front Desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel. Assist Guest Service Agents, Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests
  • Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered.
  • 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 Crescent standards
  • Monitor performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the Front Desk

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based upon the particular requirements of the company.

  • Perform other duties as assigned by Director or Front Office Manager
  • Complete daily checklists of duties, to assure that appropriate reports are filed, and use analysis and judgment skills when preparing room discrepancy report.
  • Pre-Register all VIP’s and Hilton Honors Reservations so that the rooms may be inspected, and at the same time to ensure amenities are delivered to the correct rooms.
  • Transmit daily Hhonors and airline bonus mileage accounts.
  • Prepare daily forecast of expected arrivals and departures using analysis and judgment skills.
  • Operation of office equipment such as facsimile and photocopier as needed.
  • Respond promptly to guest requests for a supervisor of manager.

SPECIFIC JOB KNOWLEDGE, SKILL, AND ABILITY:

  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information to resolve conflicts.
  • Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare moderately complex mathematical calculations without error.
  • Ability to listen effectively and comprehend the English language to understand and obtain instructions and information.
  • Ability to see and hear in order to observe and detect signs of emergency situations.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English.  Self-starting personality with an even disposition.   Maintain a professional appearance and manner at all times. Can communicate well with guests.  Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.  Ability to effectively deal with associates and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.  Ability to access and accurately input information using a moderately complex computer system.  Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other associates.

PERFORMANCE STANDARDS

Customer Satisfaction: 

Our customers are what we are about.  One of the keys to a positive guest experience is positive interaction with Crescent staff.  It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances.  Every Crescent associate is a guest relations ambassador, every working minute of every day. 

Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance.  You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security: 

The safety and security of our guests and associates is of utmost importance to Crescent.  Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE:        

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties.  Furthermore, the specific examples in each section are not intended to be all-inclusive.  Rather, they represent the typical elements and criteria considered necessary to perform the job successfully.  Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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About this Employer

Hilton Phoenix Resort at the PEAK

7677 N 16th Street
Phoenix, AZ 85020-4434

(602) 997-2626

Nestled near the Phoenix Mountain Preserve, Hilton Phoenix Resort at the Peak (formerly Pointe Hilton Squaw Peak Resort) is conveniently located near downtown Phoenix & Scottsdale and 20 minutes (10 miles) from Sky Harbor International Airport. The resort features all-suite accommodations with 224 remastered Agave Suites at North Pointe. Resort amenities include a four-acre waterpark, a full-service spa and fitness center, two delicious restaurants and 48,000 square feet of indoor/outdoor meeting space.

Hilton Phoenix Resort at the Peak is the ideal location to host your next large or small meeting and event. The resort recently updated its 48,000 sq. ft. of meeting space with new carpet, wall furnishings and high speed internet. The resort also boasts versatile indoor & outdoor event space.