Front Desk Supervisor

Hilton Worldwide•South San Francisco, CA

39d•$25 - $28

About The Position

At the Embassy Suites San Francisco Airport, we strive for delivering excellent customer service with each and every guest interaction. We are looking for talented individual who is very passionate to "Make A Difference" in our guest' lives while they are staying with us. What will I be doing? As a Front Desk Supervisor, you report to the Director of Operations and your main roles and responsibilities are essentially specific to the following: Oversee and manage the front desk operations by completing a checklist of important daily tasks, determining room/rate availability and make decisions in the best interest of the hotel Authorize revenue allowance to remedy guest problems Provide excellent guest service, guidance and leadership to ensure consistent customer service Assign and instruct team members in details of daily tasks Monitor lobby traffic to make staffing adjustment accordingly Resolve customer complaints by conducting a thorough research of the situation Empower team members to "Make It Right" Train, supervise, coach & counsel team members Monitor staff performance and make recommendations for all training related issues to address inconsistencies Prepare and conduct daily pre-shifts to communicate important information with all staff to provide excellent guest service in accordance to Hilton standards Promote and enroll guests into Honors program Achieve specific monthly goals 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 the manager/director based upon the particular requirements of the company. Perform other duties as assigned by Director or Assistant 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.

Requirements

Minimum 1 year experience as a hotel front desk agent
Minimum 1 year supervisory experience
Must be able to work any shift (AM, PM or Overnight)
Must be able to work on weekends and holidays
Must speak fluent English
Must be proficient in Microsoft Word and Excel

Nice To Haves

Ability to speak other languages is a plus

Responsibilities

Oversee and manage the front desk operations by completing a checklist of important daily tasks, determining room/rate availability and make decisions in the best interest of the hotel
Authorize revenue allowance to remedy guest problems
Provide excellent guest service, guidance and leadership to ensure consistent customer service
Assign and instruct team members in details of daily tasks
Monitor lobby traffic to make staffing adjustment accordingly
Resolve customer complaints by conducting a thorough research of the situation
Empower team members to "Make It Right"
Train, supervise, coach & counsel team members
Monitor staff performance and make recommendations for all training related issues to address inconsistencies
Prepare and conduct daily pre-shifts to communicate important information with all staff to provide excellent guest service in accordance to Hilton standards
Promote and enroll guests into Honors program
Achieve specific monthly goals
Perform other duties as assigned by Director or Assistant 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.