Front Office Supervisor

As a Front Desk Supervisor, you will oversee the front office activities between the Guest, the hotel, and the various hotel departments. A Front Desk Supervisor is responsible for supervising the activities that create the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Assign and instruct Front Desk Team in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.
• Supervise 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 Front Desk Team 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 Waldorf Standards.
• Monitor performance of staff with performance evaluations and discipline issues.
• Make recommendations for training related issues when inconsistencies develop at the Front Desk operations.
• Maximize room occupancy and overview up-selling techniques to promote hotel amenities, upgrades, and special services to enhance the guest experience and increase revenue.
• Perform other duties assigned by the Front Office Manager or Assistant Front Office Manager.
• Complete daily checklists of duties for opening and closing operations to assure that appropriate reports are filed and use analysis and judgment skills when preparing room discrepancy report.
• Conduct weekly training for new Team Members
• Pre-allocate all VIP s and Hilton Honors Reservations so rooms maybe inspected, and at the same time to ensure amenities are delivered to the correct rooms.
• Transmit daily Hilton Honors
• In the absence of Rooms Controller to prepare daily forecast of expected arrivals and departures using analysis and judgment skills.