Front Desk Supervisor - Hilton Asheville Biltmore Park

Biltmore Farms, LLC•Asheville, NC

11d•Onsite

About The Position

Picture Yourself at Biltmore Farms as part of the Vanderbilt legacy of hospitality! As a Front Desk Supervisor, you will supervise Front Desk staff to ensure smooth and efficient operation during the assigned shift. You will create and communicate the daily sales strategy to the front desk staff each shift to optimize hotel sell out efficiency. You will demonstrate working knowledge of the service standards, and train and develop current and new staff members to perform at a peak level by empowering them to solve guest issues and creatively sell out the hotel. You will communicate effectively both verbally and in writing to provide clear direction to staff, assign and instruct guest service agents in the details of work, observe performance and encourage improvement. You will use creative management skills to solve guest and team member problems, and ensure compliance with company standards to ensure consistent high-quality guest relations. You will manage the desk, resolve guest concerns, handle emergencies and other challenges that may occur during the assigned shift, and implement resolutions by using discretion and judgment. You will act as PM hotel MOD when scheduled. You will greet customers immediately with a friendly and sincere welcome, use a positive and clear speaking voice, listen to and understand requests, issues, and situations from both guests and team members. 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. Handles guest relocations as required. Prepares daily forecast of expected arrivals and departures. Performs other duties and responsibilities as assigned or required.

Requirements

Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
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 and analyze accurate information and resolve conflicts.
Ability to access and accurately input information using a moderately complex computer system, including Hilton property management systems.
Interpersonal skills to provide overall guest satisfaction.
Ability to work under pressure and deal with stressful situations during busy periods.
Must have flexible AM and PM shift availability including weekends and holidays.
Hospitality/customer service experience required.
Two years combined prior front desk and supervisory experience is preferred.

Nice To Haves

At least a two-year Associates degree preferred.
Two years combined prior front desk and supervisory experience is preferred.

Responsibilities

Supervise Front Desk staff to ensure smooth and efficient operation during the assigned shift.
Create and communicate the daily sales strategy to the front desk staff each shift to optimize hotel sell out efficiency.
Demonstrate working knowledge of the service standards.
Train and develop current and new staff members to perform at a peak level by empowering them to solve guest issues and creatively sell out the hotel.
Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service agents in the details of work. Observes performance and encourages improvement.
Uses creative management skills to solve guest and team member problems. Ensures compliance with company standards to ensure consistent high-quality guest relations.
Manages desk, resolves guest concerns, handle emergencies and other challenges that may occur during the assigned shift. Implements resolutions by using discretion and judgment.
Act as PM hotel MOD when scheduled.
Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members.
Handles guest relocations as required.
Prepares daily forecast of expected arrivals and departures.
Performs other duties and responsibilities as assigned or required.