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Front Desk Supervisor

Company: Embassy Suites Milpitas Silicon Valley
Location: Milpitas
Posted on: January 6, 2022

Job Description:

A Front Desk Supervisor will be responsible for overall front desk operations and act as Manager on Duty (MOD). Coordinates front desk operations to ensure smooth check-ins/outs for guests and groups, while working with other departments in the hotel's continuing effort to deliver outstanding overall guest service and financial profitability

What will I be doing?

As a Front Office Supervisor, you would be responsible for assigning work and ensuring the completion of daily tasks in Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:


- Assign work and supervise team member performance in all Front Office procedures including, but not limited to, guest check-in and check-out, lobby traffic and flow, luggage assistance, telephone operator services and determining room rates and availability
- Respond to guest inquiries and resolve issues and complaints in a timely, friendly and efficient manner using KIPSU messaging and in person
- Will be the Manager on Duty (MOD) for the entire hotel during shift
- Monitor lobby traffic, pool and overall hotel activity adjust staffing accordingly
- Work as a Team with other departments such as housekeeping, restaurant, Sales and banquet teams to ensure smooth operations throughout the hotel
- Support and assist team members in handling guest inquiries and requests and in resolving guest complaints
- Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction using the HEART model and ensure we Make It Right for the guest
- Schedule, assign daily work, lead pre-shift meetings, inform and train team members
- Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
- Promote up-selling of hotel services, facilities to maximize room occupancy and revenue
- Promote Hilton Honors program to guests at check in
- Be the Hilton Honros Champion and/or assign a team member, strategize on how to increase Honor membership at check-in
- Educate new hires and team on pur Satisfaction and Loyalty Tracking (SALT) pro gram, works with Director of Front Office and Front Office Manager to strategize and execute SALT plan to ensure favorable overall hotel experience
- Assist with quarterly Audit preparation, QA,Security, if needed
- Previous Hotel lead experience preferred, but willing to train someone with hospitality experience willing to learn
- Must be available to work on weekends and/or holidays and various shifts to ensure proper coverage

Keywords: Embassy Suites Milpitas Silicon Valley, Milpitas , Front Desk Supervisor, Other , Milpitas, California

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