Description

The Front Office Supervisor is responsible for the daily operation and supervision of the Front Office staff. Ensure professional guest service that is expected along with consistent guest satisfaction in compliance with brand standards along with company policy and procedures. Supervises the processing of guest bills and collection of payments in compliance with cash handling, credit card processing and accounting policies and procedures. Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management. Reports any deviations from policies, procedures, brand standards and regulations to management.

• Supervise the Front Office staff. Ensure new associates are equipped with the necessary knowledge and skills to achieve job expectations. Evaluate the staff’s job performance and coach and counsel as necessary. Clearly communicate to associates the standards of performance and their role in contributing to individual and team success. Ensure all required training occurs including orientation, safety, fire, alcohol awareness, food handling and blood-borne pathogen. Ensure staff compliance with internal controls, policies, procedures, standards and regulations. Insist on a work environment that is free from harassment.

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

• Operate and supervise and 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. Assist guests with check cashing, safety boxes, additional guest room keys, transportation, etc.

• If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands.

Operate and supervise and process pre-register, block reservations and, as appropriate, same day and future reservations. Cancel room reservations according to policies and procedures

• Consistent professional and positive attitude and actions when communicating with guests and associates.
• Comply with policies and procedures. Practice safe work habits and comply with sanitary, safety, security and emergency procedures. Write shift reports including reports on any incidents of theft, accidents or injuries when assigned.
• Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested
• Other duties and tasks as requested by management

Education and Experience:

Previous ONQ Hilton experience preferred along with 2 years of working in the Front office department

High school education plus schooling in hospitality management, business or related experience. Two or more years of related experience. Familiarity with hospitality industry practices preferred.

This position requires the availability to work 1st, 2nd, 3rd and mid-shifts. There is no set schedule in this role.

Qualifications

Customer Service Experience/hospitality professional experience preferred

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)