Front desk supervisor job description

About Us

At the Hilton Garden Inn San Antonio Downtown we pride ourselves on being the best employer in the area. What sets us apart? Our culture, full benefit plans, including 401k with a company match and our lucrative bonus programs, to name a few. We are looking for talented people who have a genuine passion for service. Our Core Values involve personal development, people, and a desire for wanting them to succeed. We believe each member of our team has a key part to play in our delivery of outstanding service and memorable experiences for each guest. We want a hotel that people want to come to, not through. Find out today what a career with Pyramid Hotel Group at the Hilton Garden Inn San Antonio Downtown can mean for you!

Description

The Front Desk Supervisor provides guidance and leadership, ensuring consistent quality customer service is delivered. Front Desk Supervisor must have high motivation and a servant's heart, be able to work with a team and set the example for the job. Must have an upbeat attitude and ready to seize the day.

Requirements

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, using another combination of skills and abilities.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills required.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.

Experience:

• Prior hospitality experience is a must. Must have 5 star service experience

Schedule:

• Includes a mixture of AM and PM shifts. Weekdays and weekends.

Excellent Benefits!

401k after 90 days, company match to 4%

Medical/ Dental/Vision Insurance- eligible after 90 days

Company-paid Life Insurance

Employee Assistance Program (EAP)

Flexible Spending Account (FSA)

Awesome Vacation and Paid Time-Off Policies

Hilton Hotel Discounts Worldwide

Pyramid Global Hospitality Discounts

Pyramid Hotel Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Pyramid Hotel Group does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Caesars Entertainment Corporation is the world's most geographically diversified casino-entertainment company. Since its beginning in Reno, Nevada, more than 76 years ago, Caesars has grown through development of new resorts, expansions and acquisitions, and now operates casinos on four continents. The company's resorts operate primarily under the Harrah's , Caesars and Horseshoe brand names. Caesars also owns the World Series of Poker and the London Clubs International family of casinos. Caesars Entertainment is focused on building loyalty and value with its guests through a unique combination of great service, excellent products, unsurpassed distribution, operational excellence and technology leadership. Caesars is committed to environmental sustainability and energy conservation and recognizes the importance of being a responsible steward of the environment.

Front Office Supervisor is responsible for the overall operation of the Hotel Front Services Department and team members on assigned shifts.
ESSENTIAL JOB FUNCTIONS
:


Assists in the supervision and accountability of overall hotel guest services both internal and external, this includes but is not limited to; Valet, Housekeeping, Front Desk and Audit. Creates and implements ways to improve Employee Opinion Survey scores and TPPS, SOS scores and turnover percentages. Responsible for overseeing department training in Front Desk Services, Valet, Bell, LMS, CMS and all accounting functions. Responsible for all internal audit functions. Responsible for all hotel security measures and holds team accountable for such. Maintains communication between and within departments for teamwork and optimization of guest service. Serves as a hotel liaison in committee meetings and can lead such when requested. Builds relationships for Harrah's with hotel guests. Spearheads maximization of hotel occupancy and average daily rate as well as monitors all cost controls related to hotel. Handles customers problems/complaints and resolved in an effective and courteous manner Supervises staff on shift and ensures proper staffing levels in order to provide high standard of service with minimum labor hours. Oversees peak business, key result times including but not limited to, customer check-in, check-out, reservations, luggage transportation and special requests. Acts as a role model to other employees and always presents oneself as a credit to Harrah's.



QUALIFICATIONS:



Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business. Must be 21 years of age. Must be able to obtain Missouri Gaming License. Must pass background check. Must be able to work any day of the week and any shift, including holidays and weekends. Must have excellent customer service/communication skills. Knowledgeable in data entry, read and interpret output from a computer. College degree preferred Two years of experience in the hospitality industry in a supervisory role is preferred. Excellent customer service skills. The ability to lead and motivate others. Knowledge of Harrah's Lodging Management System (LMS) preferred.



WORK ENVIRONMENT REQUIREMENTS:



Must be able to bend, twist, turn, push and pull, as well as lift and carry above/below the shoulders a minimum of 25 lbs or more. Must be able to stand for prolonged periods of time or entire shift. Must be able to work at a fast pace and in stressful situations. Is able to tolerate areas containing second-hand smoke, high noise levels, bright lights and dust. Must be able to read, write, speak and understand English. Must be able to maneuver around office areas, effectively work in high traffic areas and responds to visual and aural cues. Mathematical abilities including addition and subtraction/accurate record keeping strongly required. Must have the dexterity to grip and work necessary items (chips, 10 key adding machine, money bags, computers, money, etc.).



DISCLAIMER:


This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

As a Hotel Front Desk Supervisor you will lead and support the team members at the Hotel Front Desk in providing extraordinary service to our guests staying with us. Hours may vary but shifts starting between 3p-5p are common for this position. You can anticipate days off falling between Mon-Thu and salary range between $40-50K typically for this role. Hotel Front Desk is experience preferred.

Come Join Our Team!


Commonwealth Hotels, LLC. is a superior hospitality management company with a "world-class" culture. We are a leading franchisee, committed to providing outstanding services to our guests through attention to detail, with integrity, pride, and intensity.

Currently we are looking for a top performing
Front Desk Supervisor
.


What is in it for YOU?


Medical, Dental, Vision ON DEMAND PAY (NO FEES!) * Access your pay as you've earned it! No cost to you! 401K with a company match! Vacation/ Personal days & Holiday pay Hotel Room and Food and Beverage Discounts Travel Discounts for Travel and Food and Beverage Personal Days Off Online Training Courses Commonwealth University (Grow your Career in hospitality) Referral Program and Bonus Flexible Health Care Spending Account Day Care Flex Spending account Direct Deposit Jury Duty Leave Bereavement Leave Employee Assistance Program Associate of the Month/Associate of the Year/Service Awards Free Basic Life & Basic Accidental Insurance Voluntary Life Insurance Products for Self, Spouse and Dependents


Some Key Areas of Responsibilities include:


Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Manages front office staff during appropriate shifts. Oversees all day to day operations of Front Desk staff, insuring that all established front office and hotel policies are followed. Greets and completes established check-in/check out procedures for arriving and departing guests on a daily basis Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures. Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information. Operates the PBX equipment by answering incoming calls within two (2) rings, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service. Performs other duties as assigned, requested or deemed necessary by management. Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible. Reviews all guest issues, contacts appropriate department for resolution, determines recovery, follows up with guest, and maintains log of the incident. Reports issues to manager, escalating immediately when appropriate. Contributes and maintains established information and communication sources such as department and front desk log books in order to enhance department communications and operations. Ensures that the AM shift and PM shift sheet is completed each day.


Requirements:


Know standard cash handling procedures and knowledge of computerized cash register systems. Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills. Must be fluent in English. Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing. Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations. Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks. Standard office equipment including but not limited to: telephone, copier, POS, PC, fax machine, and PBX system. Applicants must be able to work evenings, weekends & holidays.


Experience


Minimum one year previous experience as a front office supervisor or minimum of two years front office experience in hotel work.

Commonwealth Hotels was founded in 1986 and quickly became a superior hospitality management company with a world-class culture, sought after for our exceptional guest and associate satisfaction, market premiums, superior return on investment and a "Whatever It Takes" attitude. We are a leading franchisee of Marriott, Hilton, and Hyatt brands. Commonwealth Hotels, home office is in Covington, KY and led by industry executives who have worked together for more than 30 years and have over 100 years of combined experience with hotels and city clubs in all markets across the United States. Our Mission at Commonwealth Hotels is accomplished by providing quality Products and Services to our guests through Attention to Detail, Integrity, Pride, and Intensity in all we do. This allows us to develop a special relationship with our guests, associates, and owners, carving out our niche in the marketplace. These actions across the board result in superior sales and financial performance.

As a Company we believe the true success of our operation rests with the associates who bring life to the bricks and mortar. A great hotel or club is created by great people who perform their job to the best of their ability and are always friendly and helpful to guest. The attitude of our associates all our associates is the mark which sets us apart from other management companies. As the property becomes known for its quality of service and attitude of its associates, the opportunity for growth and security on the personal level is enhanced. A quality operation begets quality people and this combination in turn yields satisfied guests.

At Commonwealth Hotels, "We are an equal opportunity employer and value diversity. Employment is decided on qualifications, merit and business need." EOE/Drug Free Workplace.