Supervisor Front Desk

Hilton Grand Vacations • Orlando, FL

10h

About The Position

The Front Desk Supervisor oversees daily Front Office operations and supports guests and Front Desk staff with check-in, check-out, questions, and guest situations. The role welcomes owners and guests, registers guests while verifying reservation, address, and credit information, and promotes Hilton Grand Vacations services and member benefits.

The supervisor trains and directs new Team Members, provides ongoing team support, and ensures Front Office quality standards, policies, and procedures are consistently followed. The position also oversees registration and check-out processes, maintains the house bank and daily deposit and receipts report, assigns front desk tasks, posts miscellaneous charges, and follows up on credit and guest-service opportunities. The supervisor maintains a daily log of guest opportunities and corrective actions, follows up on unresolved situations, and shares relevant information with other managers or supervisors. Regular attendance is crucial, and other duties may be assigned by management.

Requirements

• High school diploma or GED.
• Prior related experience.
• Ability to read, analyze, and interpret complex documents.
• Ability to prepare and interpret business communications and reports.
• Basic mathematical skills.
• Strong practical problem-solving skills and sound judgment in guest and business situations.
• Excellent interpersonal and service skills.
• Ability to resolve conflict, think on one's feet, influence others, and mentor others.

Nice To Haves

• Associate's degree or college education.
• Voice Certified.
• Three or more years of related experience.
• Prior management or supervisory experience.

Responsibilities

• Supervise daily Front Office operations.
• Assist guests with check-in and check-out and support Front Desk staff with questions and guest situations.
• Greet and welcome owners and guests upon arrival.
• Register guests in the computer and verify reservation, address, and credit information.
• Promote Hilton Grand Vacations services and provide recognition and benefits to members.
• Train and direct new department Team Members and provide ongoing training and support to the team.
• Ensure Front Office quality standards are met and policies and procedures are consistently applied.
• Maintain a house bank, make daily deposits, and prepare accurate receipts reports.
• Supervise the sequence of events for guest registration and check-out.
• Assign tasks related to credit, missing addresses, registration cards, posting charges, and front desk cleanliness and organization.
• Post miscellaneous charges as requested.
• Maintain a daily log of guest opportunities and corrective action steps.
• Timely follow up on unresolved situations and pass relevant information to other managers or supervisors.
• Follow up on credit opportunities during each shift.
• Maintain regular attendance in accordance with company standards.
• Perform other duties as assigned by management.

Benefits

• Day 1 eligibility for medical, dental, and vision benefits.
• Recognition programs and rewards.
• Travel discounts program.
• Paid vacation and paid sick days.
• Employee Assistance Program supporting physical and mental wellbeing.
• 401(k) program with company match.
• Tuition reimbursement programs.
• Employee stock purchase program.
• Learning and advancement opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED