Hilton ONQ Experience preferred.
Looking for a leader to supervise, train and work the front desk and with the front desk staff to ensure that they are adhering to all hotel policies, procedures, regulations and standards, while striving towards total guest satisfaction. To ensure that front desk operations are working in a professional manner at all times. Front Desk Supervisor will perform front desk clerk and cashier responsibilities and duties on regular basis. Supervisor Ensures that front desk clerks are fully trained for their position(s) and cross-trained whenever possible.
Excellence in guest service, professionalism and integrity is a must. This is a great opportunity for the right individual who is looking to showcase talents and looking to grow with the right organization.
DUTIES AND RESPONSIBILITIES:
Responsible for the efficient and professional running of the front desk, including relationships with other departments.
Ensure smooth check-in and check-out of all guests through properly handling guest accounts.
Deal with any guest requests and problems and satisfy their needs within acceptable guidelines.
Be prepared to perform all front desk functions, including switchboard, business center and guest relations.
Lead by example: Provide a gracious and aggressive hospitality towards all customers. Be highly familiar with and adhere to all policies, procedures and standards.
Assist all associates with questions and/or problems which might occur.
Be present and visible at the front desk to ensure efficient and smooth service is provided to all customers.
Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments.
Be a problem seeker and solver.
Ensure that work area is always clean, neat and organized.
Plan and conduct staff meetings on a regular basis.
Constantly audit all desk work for accuracy and consistency. Coach and counsel staff when appropriate.
Ensure that all supplies are well-maintained.
Ensure that all front desk clerks follow hotel and company policies for bank drop procedures at end of each shift
Responsible for shift coverage when short-handed or due to staff absences, including night auditor shift.
Check opening house count and establish rate to be quoted during the day with the general manager.
Review discrepant rooms regularly.
Ensure that all Reward Members, VIP guests and repeat guests are identified, recognized, pre-blocked and special treatment is brought to the room.
Determine weekly schedule, adjust according to business demands.
Review credit report and take appropriate action to resolve all problems.
Ensure that all due-outs for the day are cleared and do not carry any unusual outstanding balances.
Complete work or special projects as assigned and adhering to due dates and deadlines.
Work together with staff on the same level, train and retrain on aggressive hospitality skills, technical skills and communication skills.
Responsible for hiring, training and development of staff.
Check the information board, daily event sheet, be up to date and informed about daily operations.
Have knowledge about sales strategy, packages, promotions, discounts and know how to handle these and how they relate to other departments.
Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of hotel, etc.
Develop knowledge about frequent guests and their special requests and needs.
Be able to work according to budget; keep constant eye on staffing level and control costs as much as you can.
Be knowledgeable about etiquette and protocols.
Be familiar with all emergency plans and be able to act upon them.
Use your PMS password with discretion; always log off terminal when not working. Control that all associates are also doing that.
At all times strive to represent hotel and brand in the most professional, courteous manner