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Front Desk Supervisor (Full Time) - DoubleTree Alana Waikiki Beach

Company: Hilton
Location: Honolulu
Posted on: November 22, 2021

Job Description:

Oversees front desk operations. Provides guest service, guidance and leadership to ensure consistent customer service is provided. Assigns and instructs team members in details of work. Monitors lobby traffic to make staffing adjustments accordingly. Resolves customer complaints. Trains, supervises, and assists in evaluating staff.

What will I be doing?

A Front Desk Supervisor is responsible for providing guidance and leadership as the Front Office Supervisor and ensure consistent quality of customer service is provided to all guests in accordance with Hilton standards. Specifically, you would be responsible for the following:

  • Assign and instruct Guest Service Agents, Operators and Bell Attendants in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.
  • Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel. Assist Guest Service Agents, Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests.
  • Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered.
  • Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton standards.
  • Monitor performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the Front Desk.
    SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

    The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
    • 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 accurate information to resolve conflicts.
    • Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare moderately complex mathematical calculations without error.
    • Ability to listen effectively and comprehend the English language to understand and obtain instructions and information.
    • Ability to see and hear in order to observe and detect signs of emergency situations.

      What 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 discipline
        In addition, we look for the demonstration of the following key attributes:
        • Quality
        • Productivity
        • Dependability
        • Customer Focus
        • Adaptability
          What 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!

Keywords: Hilton, Honolulu , Front Desk Supervisor (Full Time) - DoubleTree Alana Waikiki Beach, Other , Honolulu, Hawaii

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