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Front Desk Supervisor

Company: Hilton
Location: Milpitas
Posted on: January 13, 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 departmentsin the hotel's continuing effort to deliver outstanding overall guest service and financial profitabilityWhat 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 availabilityRespond to guest inquiries and resolve issues and complaints in a timely, friendly and efficient manner using KIPSU messaging and in personWill be the Manager on Duty (MOD) for the entire hotel during shiftMonitor lobby traffic, pool and overall hotelactivityadjust staffing accordinglyWork as a Team with other departments such as housekeeping, restaurant, Sales and banquet teams to ensure smooth operations throughout the hotelSupport and assist team members in handling guest inquiries and requests and in resolving guest complaintsField guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction using the HEART model and ensure we Make It Right for the guestSchedule, assign daily work, lead pre-shift meetings, inform and train team membersDemonstrate 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 inquiriesPromote up-selling of hotel services, facilities to maximize room occupancy and revenuePromote Hilton Honors program to guests at check inBe the Hilton Honros Champion and/or assign a team member, strategize on how to increase Honor membership at check-inEducate new hires and team on purSatisfaction and Loyalty Tracking (SALT)program, works with Director of Front Office and Front Office Manager to strategize and execute SALT plan to ensure favorable overall hotel experienceAssist with quarterly Audit preparation, QA,Security, if neededPrevious Hotel lead experience preferred, but willing to train someone with hospitality experience willing to learnMust be available to work on weekends and/or holidays and various shifts to ensure proper coverageWhat are we looking for?Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:Hospitality - We're passionate about delivering exceptional guest experiences.Integrity - We do the right thing, all the time.Leadership - We're leaders in our industry and in our communities.Teamwork - We're team players in everything we do.Ownership - We're the owners of our actions and decisions.Now - We operate with a sense of urgency and disciplineIn addition, we look for the demonstration of the following key attributes:QualityProductivityDependabilityCustomer FocusAdaptabilityWhat will it be like to work for Hilton?Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands (. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!Job: Guest Services, Operations, and Front OfficeTitle: Front Desk SupervisorLocation: nullRequisition ID: HOT07TOCEOE/AA/Disabled/Veterans

Keywords: Hilton, Milpitas , Front Desk Supervisor, Other , Milpitas, California

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