Front Desk Supervisor

NASHVILLE DOWNTOWN HOTEL LLC•Nashville, TN

2d•Onsite

About The Position

Oversee the daily operations of the front desk. Supervising front desk agents, managing reservations, and resolving guest concerns. Ensuring standards of service are maintained while delivering outstanding hospitality. Essential Job Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Provide clear direction to front office staff, assigning work and instructing agents in details of work. Serve as role model for front office staff. Resolve guest issues and complications by researching the situation and determining the most effective solution. Provide guidance and support to front desk agents, fostering a positive and collaborative work environment. Train new front desk staff on hotel policies, procedures, and service standards. Conduct ongoing training sessions to enhance the skills and knowledge of front desk agents. Execute daily functions as a front desk agent. Promote Hilton Hospitality and brand-specific marketing programs. Effectively communicate with other hotel departments to ensure seamless guest experiences. Address guest inquiries and resolve issues promptly, follow up ensuring complete guest satisfaction. Using computer system for most functions, select and block rooms for incoming guests; pre-register individuals or groups as required; assist in escorting VIPs as requested. Knowledgeable of room and rate availability for current and future dates to quote for guests. Reconcile transactions at the close of shift and cash outs. Promote and upsell hotel services, packages, and loyalty programs. Handle hotel emergency procedures and situations with professionalism. Other duties and responsibilities as assigned. The employee may be expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description. Maintain a safe work environment for co-workers and a safe hotel for guests; please refer to Section 2.4 in the Team Member Handbook for specific examples.

Requirements

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Proficient communication skills, both verbally and in writing, enabling effective interaction with guests and colleagues.
Capable of responding promptly to guest requests.
Proficient in using hotel management systems and basic computer applications.
Competence in handling cash and credit card transactions.
Proficient in reading and interpreting documents such as safety rules, operating instructions, maintenance guidelines, and procedure manuals.
Always upholds professionalism, exhibiting courtesy and respect towards guests and colleagues.
Must be able to walk, climb stairs.
Must be able to bend, stoop, and crouch.
Must use hands to reach, grasp, handle, push and pull.
Must have good near and far vision.
Must be able to hear, talk, smell.
Must be able to lift & carry up to 50 pounds.

Nice To Haves

4-year college experience preferred, in hospitality, business fields.
Previous experience in customer service, front office, or hospitality related role is preferred.
Preferred ability to speak foreign languages.
Ability to multi-task and handle pressure during peak periods while maintaining service standards.

Responsibilities

Oversee the daily operations of the front desk.
Supervise front desk agents.
Manage reservations.
Resolve guest concerns.
Provide clear direction to front office staff, assigning work and instructing agents in details of work.
Serve as role model for front office staff.
Resolve guest issues and complications by researching the situation and determining the most effective solution.
Provide guidance and support to front desk agents, fostering a positive and collaborative work environment.
Train new front desk staff on hotel policies, procedures, and service standards.
Conduct ongoing training sessions to enhance the skills and knowledge of front desk agents.
Execute daily functions as a front desk agent.
Promote Hilton Hospitality and brand-specific marketing programs.
Effectively communicate with other hotel departments to ensure seamless guest experiences.
Address guest inquiries and resolve issues promptly, follow up ensuring complete guest satisfaction.
Using computer system for most functions, select and block rooms for incoming guests; pre-register individuals or groups as required; assist in escorting VIPs as requested.
Knowledgeable of room and rate availability for current and future dates to quote for guests.
Reconcile transactions at the close of shift and cash outs.
Promote and upsell hotel services, packages, and loyalty programs.
Handle hotel emergency procedures and situations with professionalism.
Maintain a safe work environment for co-workers and a safe hotel for guests