Front Office Supervisor - Hilton Harrisburg, PA 17101

Hotel Equities Group, LLC•Harrisburg, SD

4d•Onsite

About The Position

The Front Office Supervisor provides guidance and leadership to front-office staff and ensures consistent, high-quality customer service in accordance with Hilton standards. The supervisor oversees front desk operations, assigns and instructs staff, monitors lobby traffic and performance, assists guests and colleagues, and resolves guest complaints. The role also involves conducting pre-shift meetings, maintaining daily checklists and reports, coordinating VIP and Hilton Honors reservations and amenities, balancing room types, and attending department and property meetings. The position may require varying schedules to meet the hotel’s business needs, cross-training as a night auditor, and performing other duties as assigned by the GSM or FOM. Employees are expected to maintain a neat, clean, and well-groomed appearance. The listed physical activities include frequent sitting, walking, stair climbing, bending, reaching, and pushing or pulling; constant standing, grasping, near and far vision, hearing, and talking; and occasional lifting or carrying up to 50 pounds, smelling, and travel.

Requirements

High school diploma, secondary qualifications, or equivalent required.
Experience with Marriott, Hilton, IHG, or Hyatt processes and standards required.
Ability to deal effectively with internal and external customers, using patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
Basic mathematical skills and considerable skill using a calculator to perform moderately complex calculations accurately.
Ability to listen effectively and comprehend English to understand and obtain instructions and information.
Ability to see and hear to observe and detect signs of emergency situations.
Regular attendance in conformance with Hilton standards is essential.
Ability to perform essential job functions with or without reasonable accommodation.

Nice To Haves

One year of combined front desk and supervisory experience in hospitality or a related industry preferred.
Additional language ability preferred.

Responsibilities

Assign and instruct guest service agents, operators, and valets; observe their performance and encourage improvement.
Monitor lobby traffic and adjust staffing as needed.
Manage front desk operations using daily checklists, determine room and rate availability, and make decisions in the hotel’s best interests.
Assist guest service agents, operators, valets, and other departments with questions and requests.
Research and resolve customer complaints; authorize revenue allowances to remedy problems only after alternative solutions have been offered.
Prepare and conduct daily pre-shift meetings and communicate information staff need to provide service in accordance with Hilton standards.
Monitor staff performance through evaluations, address discipline issues, and recommend training when front-desk inconsistencies develop.
Complete daily checklists and ensure reports are filed; use analysis and judgment when preparing room discrepancy reports.
Pre-register VIPs and Hilton Honors reservations so rooms can be inspected and amenities delivered to the correct rooms.
Prepare the next day’s pre-shift information.
Balance room types and facilitate Hilton Honors upgrades.
Operate office equipment such as fax machines and photocopiers as needed.
Respond promptly to guest requests and make it right as needed.
Cross-train as a night auditor and complete shifts as scheduling requires.
Attend pertinent department and property meetings.
Perform other duties as assigned by the GSM or FOM.